Executive Change: What to Do When There’s a New Sheriff in Town

For a SaaS company, the loss of a sponsor due to executive change can represent a red-level risk event.

In those situations, Customer Success needs to have defined and implemented processes to mitigate account churn and solution downgrades.

Thank you to Joel Passen from Sturdy for hosting Carema Consulting founder Brian Hall for the inaugural Sturdy Signaller session that explored this topic and its impact in-depth.

We discussed how Sturdy captures and reports on executive change signals, and how Customer Success teams can best minimize the risk associated with executive change, as well as best practices for what to do once a change occurs.

Check out the presentation below. If you have any questions, don’t hesitate to reach out.