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In this session at the 2025 CS100 Summit, Dan O’Connell, CEO of Front, shares a candid CEO’s perspective on what separates good customer success teams from truly great ones — and why customer success has become one of the most critical growth levers in modern SaaS companies.
Drawing from his experience leading a global customer operations platform, Dan explains why growth increasingly comes from the install base, not just new logos, and how the best CS leaders position their teams as revenue drivers rather than cost centers.
In this session, you’ll learn:
Dan also shares practical guidance on influencing beyond customer success — partnering with Sales, Product, and Finance to unlock expansion opportunities, reduce friction, and model the true revenue potential of the customer base.
As SaaS growth shifts from new logo acquisition to retention and expansion, this session offers a clear blueprint for CS leaders who want to drive durable growth and elevate their impact across the business.
