Rachel Stanley, a Customer Success leader at Banzai with over a decade of SaaS experience, shares her insights on driving a remarkable 20% increase in Net Retention Rate. She discusses the OGSMT framework and its role in facilitating cohesive cross-functional teams. Rachel reveals specific tactics like personalized onboarding and dedicated CSMs that not only boosted customer satisfaction but also enhanced company morale. The strategies led to significant improvements in engagement and ultimately positioned Banzai for a successful public offering.