2025 CS100 Summit | Lane Holt | Customer Success in Legacy Organizations
Автор: ClientSuccess
Загружено: 2025-12-23
Просмотров: 18
At the 2025 CS100 Summit, Lane Holt, Director of Strategic Business Initiatives at Constant Contact, shares a candid, real-world look at what it takes to build effective customer success motions inside large, legacy organizations.
In this session, Lane walks through Constant Contact’s journey of modernizing customer success at scale, highlighting how signal-based prioritization, health scoring, and targeted outreach can drive meaningful impact even with limited resources.
In this session, you’ll learn:
Why legacy scale creates unique customer success challenges
How to identify customers who need help without overwhelming teams
Why health scores must combine behavior and usage to be effective
How small, focused outreach can create outsized improvements in retention
What it means to be customer-centric versus actually driving customer success
Lane also shares lessons learned from evolving health models, activating support feedback, and creating shared accountability across Product, Support, and Customer Success.
As many CS leaders operate inside complex, long-standing organizations, this session offers a practical reminder that progress doesn’t require perfection — just the right signals and the discipline to act on them.
The CS100 Summit is presented by ClientSuccess, the leading post-sales CRM for B2B SaaS companies. ClientSuccess helps teams unify onboarding, adoption, engagement, and renewals while giving leaders the visibility needed to prioritize what matters most.
Learn more at https://www.clientsuccess.com
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