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In this session at the 2025 CS100 Summit, Sasha Anderson, Global Head of CX at Canva, challenges traditional thinking about customer success and makes the case for CX as a measurable, forecastable business function.
Sasha introduces the Modern CX Funnel, a structured framework designed to bring rigor, consistency, and accountability to post-sales by connecting activation, utilization, engagement, and retention directly to business outcomes.
In this session, you’ll learn:
Sasha also shares how leading organizations orchestrate post-sales across online and offline motions, forecast risk and expansion earlier, and move from managing by renewal dates to managing by customer trajectory.
As customer success teams are increasingly held accountable for growth, this session offers a practical blueprint for operationalizing CX in a way that drives clarity, focus, and measurable impact.
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.
