The ultimate team sport: Ending the tug-of-war between sales and success

The contract is signed. Sales are celebrating. And somewhere in your inbox is a new account with no context, no notes, and a go-live date in six weeks.

That gap isn’t just frustrating. It’s expensive. Fragmented handoffs erode customer trust from day one, and a customer who feels ignored in their first 90 days is a churn risk before you’ve had a chance to prove your value. Your NRR pays the price.

Join Steve Frost, Head of Industry & Executive Advisory, Customer Success at Certinia, as he shows both teams how to pull in the same direction. You’ll leave knowing how to align sales, services, and success into a single unit where the customer never feels a handoff, only a continuous path to value.

No more “us” vs. “them.

What we’re covering:

• The true cost of friction: How fragmented data between sales and CS actively erodes your NRR and compromises customer trust.
• Mastering the invisible pass: How to move data so fluidly that the customer never feels like they are being bounced around.
• Pre-empting the friction: Practical strategies for bringing success into the fold before the deal closes to guarantee a high-confidence start.

In this session, you will learn how to:

• Carry every customer promise from Sales into Success, without losing anything
• Give every team a single account record they actually trust
• Move account context into your Success tools without manual entry
• Spot stalled onboardings before they turn into churn
• Walk into every CSM conversation knowing what the customer wants to expand into