In this dynamic presentation at the 2024 CS100 Summit, Nicole Alrubaly, SVP of Customer Success at Jellyfish, breaks down her proven framework for aligning an entire company around customer and revenue retention.

Drawing from nearly two decades of experience, Nicole shares the essential steps to analyze churn, forecast retention, and build a strategic action plan that wins buy-in from the executive team and the board.

She explains how to transform retention into a company-wide priority by leveraging data, storytelling, and collaborative leadership.

Key takeaways include:
- How to dig deep into churn data and classify the root causes for board-level insights
- Creating accurate churn forecasts through both bottoms-up and tops-down models
- Engaging cross-functional teams to build a Max Retention Plan that drives action
- Leveraging executive and board support to tackle high-priority risks and opportunities
- Proven tactics to balance immediate "firefighting" with long-term retention strategies

Whether you're struggling to manage churn or looking to build a more robust customer retention strategy, this session offers actionable insights for driving company-wide alignment around customer success.

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