The 2026 most Creative Customer Success Leader is Here!

At Go-to-Market Pros, Michael Phelan identified that customers were not fully leveraging the Quickbase platform due to limited training opportunities. To address this, he launched a professional, face-to-face customer training program focused on practical enablement and hands-on learning. The initiative equipped users with the confidence and skills to maximize platform value, directly translating to measurable retention impact customers who participated in the program reported higher engagement and achieved zero churn.

At mindZvue, Vinay Chaturvedi recognized that teams were buried under static data and manual processes, slowing decisions and limiting insight. To change that, he integrated Agentforce capabilities into mindZvue, creating an intelligent automation layer that transforms how teams interact with data and workflows. By combining adaptive AI agents with human-centered design, the platform now predicts next best actions, personalizes insights, and automates reporting in real time. Within six months, manual data work dropped by 40 percent, response times improved by 30 percent, and onboarding adoption rose by 25 percent. Agentforce turned raw data into real-time intelligence—empowering teams to move faster, make smarter decisions, and focus on strategic growth.

Seeing a gap in resources focused on Digital Customer Success and CX, Alex Turkovic launched The Digital CX Podcast, a show dedicated to helping CS leaders design and scale digital-first strategies. Over nearly 100 episodes, Alex has combined his own experience with insights from more than 90 industry leaders to create one of the most practical and tactical learning hubs in the CS community. The podcast now reaches over 2,000 listeners monthly across platforms and newsletters, has gained sponsorships from companies like Gainsight and Vitally, and continues to inspire leaders to adopt and refine digital customer success frameworks that drive measurable impact.

At Brandwatch, Emily Markham redefined customer enablement by creating personalized, self-guided learning journeys that extend far beyond onboarding. Using EverAfter, her team designed dynamic kits aligned with individual user goals and tool usage, syncing this data with Salesforce to track progress and adapt over time. By prompting users to define and revisit their goals, Brandwatch delivers continuously relevant learning experiences tailored to each role and outcome. The result has been a significant rise in task completion and long-term engagement, proving that personalization drives sustained customer success.

At Cogniss, a no-code platform for medical professionals, Ryan Miller faced a growing challenge: maintaining a high-touch, personalized onboarding experience without expanding the team. To solve this, he created the Cogniss Support Hub, an intelligent, centralized AI-powered system that personalizes support and scales customer enablement. The hub combines a product-trained LLM, in-product tours, and automated triage workflows to deliver instant, context-aware responses—reducing friction and accelerating time to value. Once fully deployed, the initiative is projected to cut support costs by 50%, reduce time to resolution by 20%, and enable 30% of support queries to be self-solved through AI. By freeing CSMs to focus on strategic outcomes, Cogniss turned onboarding from a bottleneck into a scalable, intelligent customer experience engine.

Rupal Nishar led the design and rollout of SaaS Business Management™ (SBM), a transformative operating model that broke down silos across Sales, Product, Finance, and Customer Success at a Fortune 100 SaaS company. Facing declining NRR and fragmented execution, Rupal’s framework aligned every team around shared metrics and connected strategy to measurable customer value. The model introduced three core “Operating Loops”: the Revenue Engine (driving expansion and retention), the Product-to-Value Loop (linking product development to outcomes), and the Capital Efficiency Core (enabling data-driven forecasting and ROI visibility). Within nine months, the program delivered a 9% improvement in NRR, 25% reduction in churn risk, and 30% faster renewals. Beyond the numbers, it redefined Customer Success as a growth catalyst, turning alignment into acceleration and establishing SBM as the enterprise’s new standard for value realization.

At Spryker, scaling Customer Success across hundreds of enterprise clients was becoming unmanageable. Pablo Kern built an AI-powered Customer Success Hub that automated routine work while personalizing the customer experience. The result was a 30% faster onboarding process, a 7% increase in CSAT, and zero churn among active users. The platform saved each CSM up to seven hours weekly and delivered consistent, high-quality engagement worldwide.

De’Edra Williams set out to transform Customer Success from a reactive support function into a strategic revenue engine. Through her innovative Fab5 for 2025 framework, she combined storytelling, AI, and cross-functional alignment to guide teams into the next evolution of Customer Success. Each “Fab” represented a core initiative: customer-led growth through journey “Flight Plans,” cross-team alignment via the S.P.I.C.E.D. methodology, AI-driven personalization with “Star Maps,” revenue dashboards linking CS metrics to growth, and engagement programs elevating employee experience. This creative and structured approach delivered powerful results: $1.5 million in expansion revenue, a 20 percent increase in renewals, 45 percent faster time to value, and higher executive and employee engagement. The initiative redefined Customer Success as a creative, data-driven growth driver and positioned De’Edra’s vision at the forefront of the Customer Success 5.0 movement.

At Unqork, Linda Lipovetsky turned product release notes into a communication engine for adoption and value. Instead of sending technical updates, she created personalized summaries linking new features to business impact, resource needs, and real use cases. The pilot led to higher feature adoption, proactive client engagement, and fewer support escalations. After proving success, Linda scaled the approach company-wide, enabling all customer-facing teams to deliver clear, value-driven product communication that strengthened relationships and improved outcomes.

At Customer Success Compass, Karthick JL created the Customer Success Leadership Accelerator program to help CS professionals move from reactive support roles to strategic business leadership. The modular framework combines business acumen training, practical labs, and peer learning circles that link everyday actions to measurable outcomes. Through personalized coaching and applied consulting, participants built confidence and shifted to outcome-driven thinking. Within six months, several advanced into new roles and reported stronger communication, stakeholder management, and growth mindset—proving that with the right guidance, Customer Success can be a true business accelerator.

Julie Fox transformed a manual, ad-hoc upsell motion into a digital-first, data-driven growth system that scaled across 8,000 customers. With only two Account Managers, she built a repeatable Account Management framework that automated education, discovery, and intent routing, freeing CSMs to focus on strategic, high-value moments. Her team embedded the buyer’s journey directly inside the product, using in-app guides, videos, and automated nurtures to drive awareness and self-service purchases. When strong intent signals appeared, customers were routed to human engagement for tailored discussions and business outcome confirmation. The initiative proved that digital-first doesn’t mean impersonal, self-service upsells converted successfully, while the new CSQL and Account Management systems created a scalable foundation for consistent revenue growth and exceptional customer experience.

When Haig joined Employment Hero, the UK business had no formal advocate program and no process for tracking saved churns. Seeing the gap, Haig introduced a structured customer advocacy framework and began tracking advocates, growing this from 0% to nearly 10% of ARR, equivalent to $14 million. In parallel, he launched a new risk process to proactively identify and mitigate churn risks. Within just four months, the program has driven $294,000 in saved ARR and achieved 100% logo retention across the portfolio.

At ClearPoint Strategy, Tricia Jessee simplified a complex onboarding process by designing a two-part experience that blended structure with personalization. A Pre-Kickoff Kit guided new admins through key setup steps before the first meeting, while an AI-generated welcome graphic added a personal, engaging touch. Customers then moved into an Onboarding and Adoption Kit that outlined milestones, training, and resources in one place. The result: faster onboarding, higher completion rates, and consistently strong CSAT scores, proving that even complex setups can feel simple, efficient, and human.

At MoEngage, Ankit Aggarwal built an AI powered system that turns meeting transcripts into proactive insights for Customer Success managers. By analyzing Google Meet notes with a large language model trained to identify MoEngage specific risk and upsell signals, the team gained real time visibility into customer health. The initiative generated more than fifty risk alerts and twenty upsell opportunities, helping the company protect revenue and strengthen its growth pipeline.

At NovoPath, Daniel Wilson tackled inefficiencies caused by repetitive issue resolution and a lack of feedback loops across support systems. Using Zapier, he built an AI agent that scans incoming tickets, searches the knowledge base for relevant solutions, drafts responses, and when no solution exists, creates new documentation automatically. This continuous learning system streamlined operations, reduced resolution time by 20 percent, cut touches per ticket to under two, and raised CSAT to 98 percent. The result: faster problem solving, smarter knowledge reuse, and a consistent customer experience at scale.

At 1Password, Vanessa Moriarty reimagined cybersecurity education by launching the October Cybersecurity Awareness Month (OCAM) program, a turnkey AI themed engagement campaign for enterprise customers. The initiative equipped IT and Security teams with ready to use, co branded materials, events, and enablement kits that made security awareness both easy and engaging. Within the first month, over 250 customers participated, driving a 12 to 18 percent increase in active adoption and setting a new standard for creative, scalable customer enablement.

At SupportLogic, Chief Customer Officer Judith (Judi) Platz bridged the gap between AI and human connection with her groundbreaking video series, 15 Mins with Judi. What began as a conversational experiment evolved into a global learning platform featuring 50+ industry leaders from companies like Microsoft, NVIDIA, and Elastic. The series made AI topics, from sentiment analysis to predictive insights, practical and relatable, empowering over 1,400 professionals through the SupportLogic Academy to apply AI with empathy and creativity. By transforming education into storytelling, Judi redefined how customer-facing teams learn to use AI as a catalyst for human connection.

At Omnify, Arun PR transformed how Customer Success and Growth Operations function by embedding AI across every stage of the customer journey. Facing scattered data, repetitive onboarding, and slow decision-making, he designed a unified AI ecosystem that automated onboarding, streamlined workflows, and empowered both teams and customers. His initiatives included custom GPTs for discovery and analysis, an internal knowledge portal for cross-functional alignment, AI-powered dashboards for adoption tracking, and automation that delivered actionable insights in real time. The impact was transformative: faster time to launch, a 60% increase in adoption among non-tech-savvy users, and consistent customer experiences across all segments. By using AI not as a tool but as an enabler, Arun redefined how Omnify drives growth, efficiency, and customer confidence.

When Ilse joined Simetrik, adoption was lagging. The onboarding process was fragmented, the educational materials lived on limited platforms, and clients struggled to navigate a highly specialized accounting tool without heavy support. To turn this around, Ilse reimagined the entire enablement journey—building a centralized learning library, creating user personas, and giving the platform a new, customer-centered voice. She introduced workshops and webinars across LATAM, turning complex concepts into simple, actionable steps and fostering a community of shared learning between industries. The result: completion rates on educational materials doubled from 30% to 60%, over 50 customer workshops were launched, and engagement surged among Simetrik’s largest enterprise clients.

At Workstream Technologies, Jody Alarva faced the challenge of high SMB churn and limited Customer Success capacity. To solve this, she created the Product Advocate Team—a small, agile group responsible for both onboarding and driving initial adoption for SMB and HRIS customers. By combining sales and success functions within a 4–6 person team, Workstream reduced acquisition costs, delivered faster onboarding, and ensured customers received immediate value without needing full-scale CSM involvement. The result was a scalable, cost-efficient engagement model that strengthened early retention and laid the foundation for long-term customer success.

At Numa, Alanna Putnam redefined Customer Success by transforming CSMs from reactive supporters into strategic consultants. Through the 90-day Performance Partnership program, she trained the team to use consulting frameworks and data-driven coaching to link Numa’s tools directly to dealership outcomes like revenue per RO, CSI scores, and response times. Within six months, dealerships achieved a 12 percent increase in dollars per RO and 15 percent faster response times, while no-show meetings dropped 37 percent. The initiative turned CSMs into trusted advisors driving measurable, long-term customer performance.

At evcoms, Tracie Newton built the company’s first Customer Success function from the ground up, transforming support from reactive to strategic partnership. With no automation tools, she created a structured success framework, launched customer feedback programs, and aligned internal teams around measurable outcomes. The result was a 100% renewal rate, customer satisfaction of 9.14 out of 10, and world class advocacy scores, proving that process, empathy, and partnership can deliver enterprise level results in any organization.

"EBS faced misalignment and complexity in their customer segmentation, limiting their growth impact. Working with Thomas Voigt and The CS Academy, they adopted the ACE Framework (Activate – Cultivate – Expand) to simplify strategy and focus on high-value clients. The shift enabled better alignment, stronger relationships, and a scalable process for expansion and retention, transforming Customer Success into a proactive growth engine."

At Payatu, Bharath Jagannath saw that clients were stuck in a reactive cycle, identifying security vulnerabilities only after they were exploited. To break this pattern, he launched a proactive cybersecurity program combining continuous vulnerability assessments, research-driven insights, and real-time advisory. The program blended automation with expert-led analysis, giving clients earlier visibility into risks and clear remediation paths. This hands-on, partnership-based approach strengthened client confidence, increased customer satisfaction by 25 percent, and led over 80 percent of clients to re-engage within a year. The initiative set a new standard for how proactive, high-touch security success can drive long-term customer retention and trust.

At Silverfort, Eran Silverman enhanced cross-team collaboration by introducing an AI-augmented journey that automatically summarizes and translates meeting recordings from Gong. Each summary is shared with customers via email and internally through Slack, keeping all stakeholders aligned without manual effort. This automation has saved CSMs significant time, improved internal visibility, and strengthened ongoing customer engagement through consistent, high-quality communication.

Virginia Bloom transformed Aclaimant’s disjointed renewal process into a structured, data-driven growth engine. By introducing CS-owned pricing frameworks, tailored renewal paths, and expansion playbooks, she empowered her team to own revenue while preserving customer trust. The result: 17% ARR growth, 94.7% retention, and a 30-point NPS increase—proving that Customer Success can drive revenue without losing its human touch.

At Okta, Austin Henline tackled declining renewal rates by building a digital success plan that delivers personalized recommendations at scale. Using EverAfter’s integration with Okta’s tech stack, the initiative connected real-time adoption data to tailored success roadmaps aligned with each customer’s identity maturity stage. Customers received customized checklists, resources, and guided steps within their own admin consoles. The impact was clear: over 8,600 customer goals captured, 34 percent increase in Success Hub traffic, and 18-point higher adoption rates for engaged users. The program also empowered 200+ Okta employees to drive more strategic, data-backed customer conversations.

At Port.io, Jonathan Gruber redefined how proofs of concept transition into full customer success. By introducing a unified onboarding and scoping framework integrated into HubSpot and EverAfter, he replaced disconnected tools with a single, structured flow. Each POC now includes guided learning through Tech Academy and a discovery process using Command of the Message to capture user stories, pains, and business outcomes. The result: consistent execution across all teams, faster POC cycles, and seamless handoffs to CSMs with full business context — turning every POC into a repeatable, measurable customer success story.

At Harris Computer, Lisa Redman transformed post-merger complexity into a unified growth strategy through The Big 3, a customer-led initiative built around shared challenges and opportunities. By aggregating insights from support tickets, sentiment data, and customer conversations, her team identified three cross-product projects with measurable revenue potential across the healthcare portfolio. This agnostic, customer-voice-driven approach replaced siloed product strategies with scalable themes that resonated across all 24 software applications. The result: improved engagement, recurring feedback loops, and revenue forecasts exceeded for three consecutive quarters — proving that listening at scale drives both alignment and growth.

At Brandwatch, Matt Wood transformed the customer education and digital experience by using Studio to fully align product interfaces with Brandwatch’s signature design and energy. Before Studio, limited widget flexibility made it hard to achieve the clean, engaging branding seen across their Academy and Community assets. With Studio, the team can now customize and animate widgets that feel entirely native to Brandwatch’s ecosystem. The result: more cohesive, on-brand experiences and growing internal excitement to roll out these enhanced spaces to higher-tier customer segments.

At Alloy Labs, Amber Frye designed a data-driven, personalized success model to reenergize member engagement and strengthen partnerships. By creating tailored paths for banks at different innovation stages and introducing an AI-powered Strategy Session Prep Partner, she unified teams and made every conversation more strategic. The results: member retention rose from 86% to 96%, engagement grew by 70%, and executive participation tripled, transforming Alloy Labs into a trusted growth partner for its network.

At Droplr, Sanchit Kharbanda tackled early churn by creating a retention and growth program focused on delivering quick, visible wins. By combining behavioral insights with personalized, automated outreach — including milestone nudges, onboarding videos, and proactive success emails — the team re-engaged customers before drop-off. The initiative boosted onboarding completion by 28 percent, reduced early churn by 18 percent, and increased upgrade revenue by 22 percent. By blending automation with empathy, Sanchit turned disengaged users into loyal advocates and made retention a catalyst for growth.

When renewal and upsell probabilities were low across her strategic accounts, Shalini Arya built a proactive, data-driven success system that transformed account management at Jio Haptik. She created a real-time Account Health Dashboard that tracked engagement, adoption, and risk indicators across metrics like license utilization, deployment status, and overdue payments. Based on these scores, she developed tailored success plans for each account segment—using AI-powered competitor analysis, demo simulations, and proactive communication cadences to showcase value and prevent churn. This approach shifted conversations from reactive firefighting to strategic forecasting. Within months, retention rose to 97%, $2M in ARR was secured, and client relationships evolved from vendor-based to long-term strategic partnerships.

At Zendesk, Tara Myles led the creation of an AI Adoption Framework designed to bridge the gap between innovation and implementation. As advanced AI capabilities rolled out rapidly, many customers struggled to adopt them effectively, limiting both their ROI and Zendesk’s growth potential. Tara’s team built a structured maturity model, dynamic assessment system, and curated enablement toolkit that empowered Customer Success Managers to guide customers with clarity and confidence. The result was transformative: customers using the framework saw up to a 65% reduction in manual workload and an 85% boost in agent efficiency, while CSMs gained the tools to lead more strategic, value-driven conversations. By blending education, proactive engagement, and data-driven insights, this initiative redefined how Zendesk helps customers realize the true power of AI.

At Silverfort, Noah Tradonsky led the creation of a Personalized Digital Touch Portal to automate repetitive onboarding tasks for nearly one thousand SMB and commercial customers. The portal offered step by step deployment guidance and training tailored to each customer’s setup, allowing CSMs to focus on adoption and growth. Within six months, more than thirty customers had joined the program, saving each CSM about five hours per onboarding and reducing the need for additional hires while improving the customer experience.

At Courseplay, Pragya Mishra solved a key visibility gap—clients were using the LMS but couldn’t connect engagement metrics to real business value. She created the LMS Impact Report, a client-validated deliverable that transformed raw usage data into clear, ROI-focused insights and prescriptive recommendations. By correlating activity, completion, and adoption data with business outcomes, the reports turned routine check-ins into strategic consulting sessions. The results: a 10 percent increase in platform adoption, stronger client engagement, and consistent executive buy-in as clients began using the reports to justify investment and expansion.

At the Women Reform Organization, Gloria Michael launched the Switch to Tech as a CSM program the first Africa-focused Customer Success education and mentorship initiative. Designed for professionals transitioning from support to strategic CS roles, the program combines job-ready training, mentorship, and locally relevant learning to address the lack of accessible, contextual education in Africa. Since launch, it has trained over 400 learners across three countries, helping many secure global SaaS and fintech roles and proving that world-class Customer Success talent is thriving across the continent

At Xrecruiter, Emma Lamb created a customer facing system powered by EverAfter.ai that guides clients through every stage of their business journey. The platform is built around the concept of Start, Run, and Grow: onboarding and training, mentoring and tools for daily operations, and frameworks to accelerate growth. Since launch, client engagement has surged, with a 75 percent reduction in manual support requests and steady growth in active users. By centralizing processes and resources, Xrecruiter now delivers a seamless, scalable experience that helps clients run and grow their businesses with confidence.

At Samsara, Sam Morris built the world’s first dedicated CS Quality program to bring structure and insight to customer interactions. By combining scorecards, calibration, and data-driven analysis, the team created a unified framework that linked quality directly to business outcomes. Within one quarter, participation tripled and targeted behavior metrics improved by 137%, transforming QA from a compliance task into a powerful enablement engine that elevated consistency, confidence, and impact across the global post-sale team.

At LifeLoop, Jeremy Donaldson transformed the QBR process by integrating Gong’s AI to automate preparation and improve strategic alignment. The new system generates custom briefs built around ten key customer questions, replacing manual decks and reports. This innovation cut QBR prep time by 50 percent, improved discovery quality, and enabled a 25 percent increase in strategic customer conversations, allowing teams to focus more on value and less on admin work.

At EAB, Keishla Ceaser Jones redesigned the upsell motion by introducing bundled enhancement packages and targeted professional service offers tied to partner goals. This new approach transformed one-off upgrades into strategic conversations focused on outcomes rather than features. The result was a 12 percent increase in upsells, a 30 percent rise in professional service purchases, and a 300 percent expansion in the upsell pipeline over three years. The initiative not only boosted revenue but also deepened partner engagement and retention.

At Braze, Sumitra Narayanan cut CSM hiring time from two months to just two weeks by reengineering the process through an insight-driven, AI-enabled framework. She applied ICP principles to talent by defining an Ideal CSM Profile (I-CSM-P), used AI talent insights *towards building a balanced team*, and implemented competency-based keyword filters in the ATS to surface top candidates fast. The approach not only reduced time-to-hire by 75%+ but also delivered high-performing talent quickly, establishing a scalable model for building world-class Customer Success teams.

At Silverline Solutions, Dannah Vaughan redefined the customer journey by replacing a linear model with a four-quadrant framework that integrates AI into every phase of the experience. Each stage of the SPAN model was mapped to success metrics and aligned across teams for full organizational buy-in. The result was a 27% increase in CSAT and an 8% lift in NRR, proving that AI-driven enablement can create a more dynamic, connected customer experience.

At Aligned, LeeRon Yahalomi transformed Customer Success from an admin-heavy function into a predictive growth engine. Through the AI in Action initiative, her team built a network of AI agents that automate handoffs, summarize meetings, generate forecasts, and craft personalized communications across the customer lifecycle. Within 90 days, administrative work dropped 15 percent, onboarding time fell 72 percent, and time to value rose 62.5 percent. Forecast accuracy improved 30 percent and renewal readiness 25 percent. The result is a CS team operating with precision, speed, and focus—AI empowering people to lead, not just manage, customer success.

At CustomerXSuccess, Parul Bhandari helped a client launching a brand new company and product build their entire go-to-market and Customer Success foundation from scratch. She led market research, customer journey mapping, and crafted enablement materials for both beta and full launch phases. Parul gamified user training with quizzes and incentives, boosting engagement among 500 beta users. The result: 95 percent adoption within 90 days and 90 percent manager participation within six months, proving that strong Customer Success design can drive immediate impact even from day one.

At BhaiFi Networks, Shubham Parashar tackled “value paralysis” by transforming how Customer Success communicated impact. His team’s data was rich but buried in technical metrics that executives couldn’t connect to financial outcomes. To solve this, Shubham built the Proactive Value Mapping Engine (PVME), an AI powered system that converts operational data into executive level financial insights. The PVME automated 80 percent of reporting, raised Net Revenue Retention from 110 to 122 percent, and generated 4.1 million dollars in expansion revenue. It also increased C suite engagement by 410 percent, turning customer success from a cost center into a strategic growth driver.

At ConstructConnect, Beauly transformed AI hesitation into measurable performance gains through a scalable enablement program that empowered every leader and team to adopt AI with confidence. Anchored on three principles, leaders first, champions everywhere, and continuous feedback, the program trained all 10 managers to model AI use, activated peer champions, and refined learning through real-time pulse insights. Within 12 weeks, active AI usage surged 140%, manager confidence grew 32%, and reclaimed productivity delivered $1.55M in annual value, a 7:1 ROI. The initiative proved that systematic enablement, not experimentation, drives sustainable AI transformation.

At OneTrust, Justin Chappell reimagined onboarding for customers without assigned CSMs or paid services. His Digital First Onboarding and Activation program introduced scalable, self guided enablement and adaptive engagement nudges based on user behavior. The results were remarkable: 82 percent of customers went live within the first month (up from 16 percent), and average deployment time dropped from 40 to 16 days. The initiative set a new standard for scalable onboarding, driving faster time to first value and measurable improvements in adoption and ROI.

Leading a lean start-up team within a large organization, Tomer Yair Zemel faced the challenge of proving product value with limited resources. To overcome this, he built a comprehensive AI strategy that automated critical functions across support, customer success, and marketing. From multilingual AI support agents to lifecycle automation and content creation, every process was redesigned to maximize efficiency and impact. The result was transformative: a 144% increase in ARR in just nine months, dozens of new customers, and a scalable model that continues to enhance collaboration across CS, support, and R&D. By using AI to amplify human potential, Tomer turned constraints into a growth engine for AudioCodes’ emerging voice AI leadership.

At Salesloft, David Jessup tackled the challenge of inconsistent, time-consuming call evaluations by developing the CSM Call Grader Gem, an AI-powered system that transforms unstructured call data into objective, actionable insights. Using predefined rubrics for key call types, the tool automatically scores transcripts and pinpoints targeted coaching opportunities. This innovation replaced subjective reviews with data-backed performance insights, reducing manager prep time from up to 6 hours to just 1.5 hours per week — a 62.5 percent efficiency gain. The result is standardized excellence, faster coaching cycles, and consistent, high-quality customer interactions across the entire CS team.

At ZoomInfo, Nate Alcorn reimagined the onboarding process for SMB customers by launching Digital Touch, a self-guided onboarding experience powered by the ZoomInfo Journey Portal (ZJP). Traditional 90-day, human-led onboarding was no longer serving smaller, fast-moving customers who needed speed, clarity, and autonomy. Digital Touch replaced manual tracking with a dynamic, data-driven portal that personalizes milestones based on product mix, ACV, and user behavior. Within 30 days, 215 customers were live — a 27 percent increase in onboarding share — and onboarding time dropped from days to hours. The initiative saved 250 onboarding-manager hours in its first month, redirected human focus to complex enterprise accounts, and became the blueprint for scalable, high-quality digital onboarding across ZoomInfo.

At Recruiterflow, Raman Bindra launched the Customer Success Bootcamp to strengthen strategic thinking and value-driven customer engagement. The program focused on consultative mindset, value articulation, and partnership building through real customer scenarios and peer learning. Within one quarter, engagement scores increased by 30 percent, time to first value dropped by 25 percent, and expansion revenue grew by 15 percent, proving the initiative’s power to transform both team performance and customer relationships.

At Observe.AI, Sneha Iyer built the First-Mile Intelligence Platform to solve a recurring challenge, broken handoffs and siloed discovery slowing customer ROI. By connecting onboarding, Customer Success, and value consulting through one guided workflow, the platform ensures every team starts from a shared, data-ready foundation. It maps KPIs to measurable data, triggers collaboration tasks automatically, and surfaces proven AI enrichments by industry. The impact: 70% faster discovery, 40% quicker time-to-value, and a 3-month reduction in CSM ramp time. Beyond speed, the initiative transformed enablement into a culture of data-driven collaboration and consultative customer partnerships.

At Antavo Ltd, Sara Arecco tackled the challenge of fragmented customer resources and repetitive communication by creating a single, dynamic customer hub using EverAfter integrated with HubSpot. The platform centralizes all key materials, contracts, product news, EBRs, and FAQs, into a branded, easy-to-navigate space where customers can self-serve, collaborate, and stay aligned with their CSMs. Designed and launched in under a month, the hub improved customer sentiment by 10 percent and increased Academy adoption by 26 percent year-over-year. Support inquiries about where to find information dropped entirely, while 22 percent of customers highlighted the new experience as a major value driver. The initiative strengthened efficiency, transparency, and partnership across teams and customers alike.