2025 CS100 Summit | Katie Bonilla (Docebo) | Improve Retention: Lessons from a X-Functional Team

At the 2025 CS100 Summit, Katie Bonilla, SVP of Customer Experience at Docebo, shares how a cross-functional retention task force helped reverse risk, align executives, and drive measurable improvements in retention, adoption, and customer sentiment.

In this session, Katie walks through how Docebo operationalized retention as a company-wide priority, moving beyond isolated CS efforts to an executive-sponsored, data-driven program with clear ownership and outcomes.

In this session, you’ll learn:
How to secure executive sponsorship to elevate retention as a strategic priority
How to build and operationalize a cross-functional retention task force
How to target the highest-risk ARR using improved forecasting and data signals
How standardized processes and tooling unlock scalable save and success plays
The business and cultural outcomes of aligning around retention

Katie also shares real results from the initiative, including improvements in ARR retention, gross dollar retention, NPS, and customer adoption, along with cultural shifts that strengthened cross-functional collaboration and repositioned customer success as a growth driver.

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, enabling cross-functional visibility, executive alignment, and measurable retention outcomes.

Learn more at https://www.clientsuccess.com