Dan Barrett

Sasha Anderson, Global Head of Customer Success at Canva, dives into the nuances of consumption-based pricing and its impact on customer engagement. Dan Barrett, Executive VP at MongoDB, highlights the necessity of aligning customer expectations with tangible value demonstration. Allison Pickens, co-author of The Customer Success Economy, discusses the urgent need to reduce churn by understanding internal factors that drive customer turnover. Together, they emphasize data analysis, cross-team alignment, and strategic transparency as keys to thriving in customer success.

Dan Barrett, Executive VP of Customers at MongoDB, discusses transitioning customer success from reactive to proactive, hiring the right profiles for success, understanding customer churn complexities, and listening to customer feedback. Key takeaways include disciplined processes, balancing skill and will in hiring, and pitfalls in customer success leadership.