Presentation at Pulse 2026 – Scaling CS: The SUSE Transformation Story

Hi everyone,

On 20 October at 12:30 GMT, I will run a breakout session in the Leading Through Change track called: Scaling CS: The SUSE Transformation Story.

In this session, I will share how we fundamentally transformed our Customer Success organization at SUSE across people, process and technology to ready our team for scale. 

My goal is that you leave this session inspired and equipped with valuable insights on:

• A framework for preparing your CS organization to scale across people, process and technology.

• How we approached the crucial build, buy and hire decisions along the way.

• Practical ideas you can apply to your own team, no matter your current level of CS maturity or Gainsight adoption.

• The high-level changes and specific strategic moves that had the biggest impact on retention and drove our success.

Hope to see you there!