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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:
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.
