Sasha Anderson

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.

Sasha Anderson, Global Head of Customer Success at Canva, shares her expertise in customer success management. She discusses the evolving role of CSMs, debating the balance between commercial and technical focus based on product complexity. Sasha emphasizes the significance of customer value in consumption-based models and the need for alignment between sales and CS teams. The challenges of specialization within CSMs and strategies for building a high-performance culture are also highlighted, making this a treasure trove of insights for leaders in the field.