Customer Success in Legacy Organizations

2025 CS100 Summit Speaker – Lane Holt (Director of Strategic Business Initiatives at Constant Contact)

In this session at the 2025 CS100 Summit, Lane Holt shares a candid, real-world look at what it takes to build effective customer success motions inside large, legacy organizations.

Drawing on her experience at Constant Contact, Lane walks through how scale, long-standing systems, and limited resources create unique CS challenges — and how progress is still possible with the right prioritization and signals.

In this session, you’ll learn:

Why legacy scale creates unique customer success constraints
How to identify customers who need help without overwhelming teams
Why health scores must combine behavior and usage to be effective
How small, focused outreach can create outsized retention impact
What it really means to be customer-centric versus driving customer success

Lane also shares lessons learned from evolving health models, activating support feedback, and creating shared accountability across Product, Support, and Customer Success.

As many CS leaders operate inside complex, long-established organizations, this session offers a practical reminder that progress doesn’t require perfection — just the right signals and the discipline to act on them.

‍The CS100 Summit is presented by ClientSuccess, the leading post-sales CRM for B2B SaaS companies. CS100 brings together customer success leaders from across the industry to share real-world frameworks, leadership lessons, and practical strategies for driving retention, expansion, and long-term growth.