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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:
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.
