Improving Retention Through Cross-Functional Alignment

2025 CS100 Summit Speaker – Katie Bonilla (SVP of Customer Experience at Docebo)

In this session at the 2025 CS100 Summit, Katie Bonilla shares how Docebo transformed retention from a reactive CS responsibility into a coordinated, executive-backed, cross-functional initiative.

Katie walks through the creation of a retention task force designed to align Customer Success, Support, Product, Sales, and Leadership around shared goals, clear ownership, and measurable outcomes.

In this session, you’ll learn:

How to elevate retention from a CS problem to a company priority
How to build and operationalize a cross-functional retention task force
How to focus effort on the highest-risk revenue using better forecasting and signals
Why standardized processes and shared metrics drive better save outcomes
The cultural and business impact of aligning teams around retention

Katie also shares real results from this approach, including improvements in ARR retention, gross dollar retention, NPS, and customer adoption — along with lessons learned along the way.

As retention becomes one of the most important levers for sustainable SaaS growth, this session offers a practical blueprint for turning alignment into action and results.

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.