The way companies approach Customer Success is changing– it’s no longer just about solving issues but more about helping customers unlock more value, scale their businesses, and even become your best salespeople. And the people leading this shift? They’re the ones who see every customer interaction as an opportunity to build relationships, not just close tickets.
The best Customer Success leaders don’t just reduce churn; they turn customers into champions, drive revenue through expansion, and create experiences so good that renewal becomes a no-brainer.
We used data from our platform and authority sites like LinkedIn to track customer retention, expansion, advocacy, and leadership impact—to pull together this list of 25 SaaS Customer Champions to Watch in 2025. These are the people redefining what it means to build and scale Customer Success.
This isn’t a ranked list—every single person here is making a major impact. They’re building world-class onboarding programs, scaling AI-driven success strategies, and driving millions in expansion revenue.
One thing they all have in common? Putting customers at the center of everything they do!
- Dan Ennis, Director of Commercial Customer Success, Workato
- Ralphie (Ralphette) White, VP of Customer Success, Deepgram
- Jay Nathan, Partner & Co-founder, GreenShoot Innovation & Churkey
- Maranda Dziekonski, VP of Customer Success, ID.me
- Kristi Faltorusso, Chief Customer Officer, ClientSuccess
- Mary Poppen, President & CCO, Hrizons
- Jan Young, Founder & CCO, JanYoungCX
- Cinthia Silva, Customer Success - Strategy & Growth, Nasdaq
- Anika Zubair, Head of Customer Success, Griffin
- Ejieme Eromosele, VP, Customer Growth, Quiq
- Peter Lyon, Chief Customer Officer and Strategic Customer Success Advisor, Wigmore IT Group Limited
- Carly Agar, Founder & CEO, Carly Agar Training
- Marija Skobe-Pilley, Founder, Women in Customer Success
- Emma Lo, Customer Success Operations and Strategy Manager, Noibu
- Alex Turkovic, Senior Director, Customer Experience, Belfry
- Erika Villarreal, Strategic Customer Success Manager, Eptura
- Jeff Breunsbach, Director of Strategic Customer Success, Spring Health
- Jasmine Reynolds, Senior Enterprise Customer Success Manager, Appfire
- Eleanora White, Global Director of Customer Success, Supermetrics
- Amarachi Ogueji, Customer Success Content Creator, CS Insider
- Chethan Kumar S, Director of Customer Success, Augnito
- Ziv Peled, Chief Customer Officer, AppsFlyer
- Jeremy Donaldson, Senior Director of Customer Success, LifeLoop
- Raman Bindra, Director of Customer Success, Recruiterflow
- Olivier Fiaty-Amenouvor, Senior Customer Success Manager, Camunda
Dan Ennis has spent more than a decade perfecting the craft of Customer Success, and his impact speaks for itself. As the Director of Commercial Customer Success at Workato, Dan has built and scaled multiple teams, implementing data-driven strategies that turn customer success into a key revenue driver. His expertise in developing customer journey frameworks and digital engagement models has positioned him as a leader in making CS more efficient, scalable, and impactful.
At Workato, Dan focuses on ensuring that customer retention isn’t just about renewals—it’s about creating expansion opportunities and turning satisfied customers into brand advocates. His ability to tailor CS strategies across SMB, mid-market, and enterprise has led to Workato consistently exceeding its Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) goals. Under his leadership, the company has built scalable digital programs that optimize engagement and ensure customers derive maximum value from Workato’s automation solutions.
Recognized as one of the Top 100 Customer Success Strategists (SuccessHACKER) and Top 25 Most Creative CS Leaders (EverAfter), Dan is not just leading teams—he’s shaping the future of Customer Success as a strategic business function in SaaS.
Ralphie White is a powerhouse in AI-driven Customer Success, transforming post-sales productivity and revenue generation through innovation. With over 15 years in tech, she has repeatedly been the first CS hire at multiple startups, laying the groundwork for customer-centric strategies that align business goals with customer outcomes. At Deepgram, she leads with a data-backed approach, integrating AI and automation to improve both customer experience and CS team efficiency.
Ralphie has established a reputation for not only driving retention and expansion but also for pioneering customer-led growth models where delighted customers become key influencers in the sales cycle. She believes that when CS operates with the same rigor as sales, it can be a major revenue engine—not just a retention function.
Her expertise has earned her widespread recognition, including being named 2023 Customer Success Leader of the Year (North & South America) and a two-time SuccessHACKER Top 100 CS Strategist. She is also deeply involved in mentoring the next generation of CS professionals, serving as a founding member of RevRoom, a mentor at Black Women in Customer Success, and an advisor to investors and founders looking to scale CS teams.
For Ralphie, AI isn’t a threat to Customer Success—it’s a tool that, when used correctly, can enhance engagement, personalize experiences, and make CS teams more impactful than ever.
Jay Nathan has spent over two decades leading Customer Success, post-sales, and support teams for SaaS companies ranging from startups to enterprises generating over $600M in ARR. His approach to CS is not just about managing renewals—it’s about driving expansion and maximizing customer lifetime value.
At GreenShoot Innovation and Churkey, Jay plays a critical role in redefining how businesses approach retention, expansion, and customer advocacy. He has worked across industries to design customer engagement models that increase renewals, drive upsells, and improve the overall customer experience. His ability to align post-sales teams with GTM strategy ensures that CS is not an afterthought—it’s an essential part of revenue growth.
Jay’s reputation as a CS thought leader has made him a go-to advisor for companies looking to scale CS into a high-performing, revenue-driving function. His influence extends beyond his consulting work, as he frequently shares insights on customer retention, churn reduction, and how businesses can optimize their customer journey for long-term success.
For businesses looking to increase retention and customer advocacy while reducing churn, Jay Nathan’s strategies provide a masterclass in how to make CS a competitive advantage.
Maranda Dziekonski is one of the most respected Customer Success executives in SaaS, with a track record of building CS teams from the ground up. With over 20 years of experience in tech, she has helped some of the fastest-growing SaaS companies—including Lending Club, HelloSign, and Swiftly—develop scalable, high-impact CS strategies.
As VP of Customer Success at ID.me, Maranda’s leadership focuses on developing systems, processes, and infrastructure that enable CS teams to deliver value at scale. Her work has directly contributed to reducing churn, increasing expansion revenue, and optimizing onboarding experiences for thousands of customers.
Her influence extends beyond ID.me—Maranda has been recognized multiple times as a Top 25 CS Influencer (2021, 2022, 2023), and she regularly shares insights on how SaaS companies can build CS programs that directly contribute to revenue growth. She also serves on multiple industry boards, helping shape the future of CS strategy across the tech ecosystem.
For Maranda, Customer Success isn’t just about answering tickets or checking in with customers—it’s about proving value, driving engagement, and ensuring that CS teams play a strategic role in business growth.
Kristi Faltorusso has built a career around helping SaaS companies transform Customer Success from a retention-focused team into a major revenue driver. As the Chief Customer Officer at ClientSuccess, she brings her deep expertise in NRR optimization, customer engagement, and CS strategy development to help companies maximize value from their existing customer base.
Kristi’s leadership is highly data-driven, ensuring that every CS initiative is measured, optimized, and aligned with company revenue goals. Her work focuses on designing repeatable CS frameworks that companies can scale globally, turning CS into a predictable and profitable function.
Beyond her role at ClientSuccess, Kristi is one of the most recognized voices in the CS community, frequently leading webinars, podcasts, and executive training programs on topics like customer onboarding, expansion strategies, and the future of CS leadership. She believes that the best CS teams don’t just react to customer needs—they proactively drive growth and create exceptional customer experiences that lead to lasting partnerships.
With her strong focus on mentorship and education, Kristi is shaping not just the present but the future of CS, ensuring that the next generation of CS professionals builds careers with impact.
Mary Poppen is a veteran in Customer Success with a career dedicated to elevating customer experience, employee engagement, and business intelligence. As the President and Chief Customer Officer at Hrizons, she has been instrumental in shaping customer retention and growth strategies that drive both business impact and customer satisfaction. Her ability to blend data-driven insights with human-first engagement has made her a trusted voice in the CS industry.
Mary is also a thought leader and author of Goodbye, Churn. Hello, Growth!—a book that breaks down how businesses can move beyond just reducing churn to creating long-term customer expansion strategies. Over the years, she has helped SaaS businesses implement scalable post-sale engagement models that align with company-wide goals. Beyond her role at Hrizons, she actively mentors aspiring CS leaders and frequently shares her expertise as a keynote speaker at industry events. She is a passionate advocate for customer-centric business models and ensuring that CS teams are positioned as key drivers of sustainable revenue growth.
Jan Young has built a career helping Customer Success leaders step up into the C-Suite and transform their teams into revenue-generating powerhouses. As the Founder and Chief Customer Officer at JanYoungCX, she provides coaching, consulting, and strategic guidance to help post-sales leaders align CS with business outcomes.
Her work revolves around Customer-Led Growth (CLG), an approach that ensures businesses maximize expansion and advocacy opportunities through proactive customer engagement. With a track record of driving best-in-class retention and expansion metrics, Jan has been recognized multiple times as a Top 25 CS Influencer and a Top 100 Female B2B SaaS Pipeline Pioneer. She frequently shares actionable insights through her speaking engagements, courses, and coaching programs, helping CS professionals transition into revenue-focused leadership roles.
Her influence extends beyond just coaching—Jan has played an integral role in shaping Customer Success as a core GTM function, proving that when executed strategically, CS is not just about retention but a key driver of company-wide growth.
Cinthia Silva is an award-winning Customer Success leader whose career has been centered around creating post-sale strategies that drive long-term value for customers. At Nasdaq, she leads strategy and growth initiatives for Customer Success, ensuring that clients don’t just renew—they expand their investment.
With a global perspective gained from working across the UK, France, and Latin America, Cinthia has developed a deep understanding of how different market dynamics shape customer needs. She is known for building customer advocacy programs, optimizing onboarding processes, and implementing scalable engagement strategies. She believes in community-led growth and actively contributes to CxXchange, CS Middle East, Latinos in Success, and RevGenius, where she mentors emerging CS professionals.
Her approach is deeply customer-centric, focusing on aligning customer goals with business outcomes. Whether it's through data-driven strategies or relationship-driven engagement, Cinthia ensures that Customer Success is always positioned as a business growth enabler.
Anika Zubair is a globally recognized leader in Customer Success, revenue strategy, and customer advocacy. As the Head of Customer Success at Griffin, she is responsible for scaling CS operations, increasing NRR, and ensuring that every customer interaction adds value.
With years of experience leading international CS teams, Anika has helped SaaS companies navigate rapid growth, successfully expanding CS teams across multiple regions, products, and time zones. She has built GTM programs where Customer Success is fully integrated into driving revenue, reducing churn, and improving customer adoption.
Beyond her leadership at Griffin, Anika is the host of The Customer Success Pro Podcast, where she interviews top CS executives to discuss industry trends, best practices, and challenges in scaling post-sales teams. Her ability to blend high-level strategic thinking with tactical execution makes her one of the most influential voices in Customer Success today.
Ejieme Eromosele is a Customer-Led Growth leader with a strong focus on leveraging AI to enhance customer experience. As the VP of Customer Growth at Quiq, she combines strategy, analytics, and automation to optimize the way businesses engage with their customers.
With a background spanning Accenture, PwC, and The New York Times, Ejieme has a deep understanding of how data-driven insights can drive customer engagement and retention. She has consistently led customer-focused teams that exceed revenue goals, surpassing 120% NRR while turning customers into long-term advocates.
Beyond her corporate achievements, Ejieme is passionate about mentoring underrepresented professionals in Customer Success. She is an active member of Success in Black, an initiative that helps Black professionals advance in CS careers, and she frequently speaks at industry events about the intersection of AI, customer experience, and diversity in tech.
Her expertise in building scalable CS strategies, optimizing post-sale engagement, and fostering customer communities makes her one of the top leaders shaping the future of Customer Success in 2025.
Peter Lyon is the kind of leader who sees the big picture in Customer Success but also knows that the small details make all the difference. With over 20 years of experience in CS and Professional Services, he’s led global teams of up to 150 people and knows what it takes to scale customer engagement while maintaining a personal touch.
Peter has played a major role in shaping customer-first strategies across EMEA, APAC, and North America, helping startups and mid-sized companies grow to over $150M in ARR. His background in customer advocacy, post-sale expansion, and AI-driven engagement strategies has made him a sought-after CS expert. He doesn’t just talk about retention—he actively builds teams that increase revenue through deeper customer relationships.
Beyond his corporate work, Peter is a co-founder of the Customer Success Network, a 15,000-member community dedicated to helping CS professionals grow their careers and share best practices. His commitment to peer learning, mentorship, and knowledge-sharing has made him a recognized thought leader in the space.
Carly Agar didn’t just build a successful career in Customer Success—she’s helping hundreds of others do the same. With over 10 years in CS leadership, she transitioned into career coaching for Customer Success professionals, where she has helped over 800 jobseekers land roles in the field.
Her approach is data-driven and no-nonsense. She looks at real hiring trends, salary benchmarks, and industry needs to help professionals craft resumes, ace interviews, and position themselves for the best opportunities. The numbers speak for themselves—her clients land jobs in an average of 2.1 months.
Carly is also the host of the Customer Success Career Coach Podcast, where she shares insights on breaking into CS, advancing within the field, and navigating today’s competitive job market. Her mission is simple: help more people build fulfilling careers in Customer Success while ensuring companies get the talent they need to thrive.
Marija Skobe-Pilley is on a mission to amplify the voices of women in Customer Success. As the Founder of Women in Customer Success, she has built a global network that connects, mentors, and showcases female leaders in CS, making sure they get the recognition they deserve.
What started as a podcast featuring remarkable women in CS has grown into a go-to hub for career development, networking, and mentorship. She helps women navigate the industry, providing them with the tools and confidence they need to step into leadership roles and drive meaningful change.
But Marija’s impact doesn’t stop there. As a fractional CS leader, mentor, and speaker, she advises companies on how to build and scale high-performing teams. She believes that great Customer Success is about creating communities, fostering relationships, and continuously learning—principles she applies in every aspect of her work.
Emma Lo is the kind of leader who turns Customer Success into a data-driven powerhouse. With 13+ years in tech and e-commerce, she has scaled CS teams, increased NPS by 10%, driven $35M+ in revenue, and maintained an impressive 119% NRR.
At Noibu, she’s responsible for optimizing CS strategy, aligning revenue growth with retention, and ensuring that every customer touchpoint is intentional and impactful. Her background in customer journey mapping, revenue operations, and data-driven decision-making makes her an expert at turning insights into action.
Beyond her corporate role, Emma is also the host of the CS In Focus podcast, where she dives deep into how CS teams can accelerate customer-led growth, refine processes, and use data to create better experiences.
Alex Turkovic is obsessed with creating scalable digital customer success strategies that drive 120%+ NRR and high customer engagement. Over his 17+ years in digital transformation and post-sales leadership, he has helped companies bridge the gap between business objectives and customer needs.
Alex’s expertise lies in customer journey automation, scaled customer success, and professional services delivery. His teams have managed $250M+ in scaled accounts and driven NPS turnarounds with 50+ point swings. He’s not just focused on keeping customers happy—he’s focused on ensuring they are constantly growing and deepening their relationship with the company.
He also hosts The Customer Success Podcast, where he explores how to build and maintain world-class digital customer success experiences. His passion for leveraging technology to enhance CS, building high-impact teams, and coaching future leaders makes him a major player in shaping the future of CS strategy.
Erika Villarreal’s journey into Customer Success wasn’t a straight path—it was a calling. She stepped away from a leadership role in 2020 to go all in on CS, and since then, she’s been on a mission to help global enterprise companies achieve their goals through strategic, data-driven engagement.
In just four years, Erika climbed from an entry-level CSM to a Strategic CSM at Eptura, proving that a relentless focus on customer outcomes is the key to success. She doesn’t believe in waiting for customers to bring up problems—she proactively builds tailored success plans, strengthens executive relationships, and digs into data to ensure every customer is on track to get measurable value from the product.
Beyond her day job, Erika is lifting the entire CS community. She writes a widely-read newsletter, has published two career-building guides (Onboard Yourself and Raising the Bar), and is always sharing real, tactical insights that help others excel in Customer Success.
Her approach is simple but powerful: track the right data, build strong relationships, and keep proving value. That’s what separates a good CSM from a great one—and Erika is definitely in the latter category.
Jeff Breunsbach knows that Customer Success isn’t just about keeping customers happy—it’s about aligning CS with revenue growth, building engaged customer communities, and making sure companies truly understand their users.
At Spring Health, Jeff leads Strategic Customer Success for a $3.3B mental health startup on a mission to make mental health care accessible to all. But his impact goes far beyond his role—he’s also the creator of ChiefCustomerOfficer.io, a platform dedicated to helping CS professionals level up their careers and build world-class teams.
Jeff has always worked at the intersection of marketing, community, and customer success. Early in his career, he focused on helping customers use data to make smarter decisions. Then, he worked with over 60 B2B SaaS brands to build scalable customer programs before turning his expertise into a content machine that educates and empowers the CS community.
His LinkedIn content is a must-read for anyone in CS. Whether he’s breaking down complex customer retention strategies, explaining how to build stronger executive relationships, or showcasing why community-driven CS is the future, Jeff is always pushing the boundaries of what CS can be.
Jasmine Reynolds is the kind of Enterprise CSM who doesn’t just “manage” customers—she transforms them into long-term, high-value partners. She has spent two decades in SaaS and Life Sciences, fine-tuning her ability to navigate multi-million-dollar customer relationships and build scalable CS organizations that drive serious revenue growth.
Her track record speaks for itself. Jasmine has managed portfolios with 98%+ retention rates, consistently driving expansion revenue while ensuring customers see continued value in the platform. She understands that customer success is a blend of strategic account management, change management, and executive relationship building—all of which she executes with precision.
But Jasmine’s influence isn’t just in the boardroom. She’s a two-time Top 100 Customer Success Strategist, a 2024 Highest ARR Awardee, and one of EverAfter’s Top 25 Most Creative CS Leaders. She also mentors women in CS, speaks on diversity in tech at Success in Black panels, and helps SaaS companies build inclusive, customer-centric cultures.
Whether she’s driving customer expansion, leading thought leadership at industry conferences, or helping fellow CS professionals advance their careers, Jasmine is raising the bar for what it means to be an enterprise CS leader.
Eleanora White is a change agent in Customer Success, known for humanizing customer experience while driving strategic growth. As Global Director of CS at Supermetrics, she leads a team that balances scalability, automation, and deep customer relationships to create an impact that extends far beyond renewals.
She thrives on solving complex business challenges, working closely with cross-functional teams to ensure customer needs and business goals stay aligned. Her leadership is all about fostering strong relationships, turning customers into advocates, and continuously finding ways to improve post-sales experience.
Beyond her role at Supermetrics, Eleanora is an active voice in the CS industry. She shares best practices through speaking engagements, networking events, and webinars, always aiming to elevate the craft of CS. Her ability to mix empathy, expertise, and innovation into her leadership makes her an invaluable force in the evolving world of Customer Success.
Amarachi Ogueji is a voice you can’t ignore in the world of Customer Success. She isn’t just building relationships with customers—she’s educating the entire industry on how to do CS right.
As a Customer Success content creator at CS Insider, Amarachi has built a reputation for breaking down complex CS concepts into practical, easy-to-apply strategies. She understands that keeping customers engaged isn’t a given in today’s competitive SaaS market—you need a real strategy to optimize their lifecycle from onboarding to expansion.
Her approach is rooted in aligning CS with Sales, Marketing, Product, and Support to create a seamless customer experience. She’s a big believer in using data to predict customer challenges before they even happen, ensuring teams can be proactive rather than reactive.
And when she’s not writing about CS? She’s sharing insights on LinkedIn, mentoring professionals entering the space, and bringing an energetic, human-first approach to every aspect of customer success. She’s proving that CS doesn’t have to be a behind-the-scenes function—it can be a driving force in how SaaS businesses grow.
Chethan Kumar S is someone who lives and breathes Customer Success. With over a decade of experience in customer success, product management, and strategy, he has helped multiple organizations scale their customer engagement programs while keeping a sharp focus on revenue growth.
His background isn’t just in leading CS teams—he’s also built and run his own customer-centric business, giving him a unique founder’s perspective on what it truly takes to retain and grow a customer base. Throughout his career, he has worked with startups and enterprises alike, applying his ability to simplify complex processes, create efficient workflows, and build teams that consistently drive impact.
At Augnito, he’s focused on turning Customer Success into a key differentiator, ensuring that every touchpoint adds value and every interaction strengthens customer trust. His approach is a blend of structured strategy and creative problem-solving, helping businesses navigate customer retention, expansion, and adoption with confidence.
Ziv Peled is one of the most influential voices in Customer Success, and for good reason. As Chief Customer Officer at AppsFlyer, he has built a global CS team of over 200 professionals across 16 offices worldwide. That’s not just scaling—it’s setting a gold standard.
His focus is simple: people, value, and relationships. He believes that strong CS teams are built on trust, communication, and a commitment to driving measurable impact for customers. Under his leadership, AppsFlyer has created one of the most well-respected CS organizations in SaaS, ensuring that customers don’t just renew—they expand, advocate, and deepen their partnerships with the company.
Ziv’s impact goes beyond AppsFlyer. He’s been recognized as a Top 25 Customer Success Influencer every year since 2020, and he frequently shares his expertise on how to build high-performing teams, scale CS operations, and create customer-first business strategies. His passion for mentorship and career development also means he’s always ready to help others break into and thrive in the CS space.
Jeremy Donaldson isn’t just leading customer success teams—he’s transforming them into revenue-driving powerhouses. As Senior Director of Customer Success at LifeLoop, he focuses on retention, expansion, and building teams that operate with a growth-first mindset.
His leadership philosophy is clear: he works for his team, not the other way around. That means prioritizing coaching, support, and equipping CSMs with the tools they need to succeed. His teams have consistently delivered over 120% NRR, 95% GRR, and 70%+ product adoption, proving that when CS is done right, it’s one of the most powerful growth levers a company can have.
Jeremy doesn’t just talk about success—he lives it. He’s a three-time award-winning CS leader, and his ability to drive real impact through customer engagement and advocacy has made him a sought-after speaker and mentor in the SaaS community. Whether he’s building trust with customers, driving cross-functional collaboration, or championing a customer-first mindset within an organization, Jeremy is setting new standards in CS leadership.
Raman Bindra is the kind of CS leader who turns challenges into opportunities. With 13+ years of experience in Customer Success and Account Management, he has developed a deep understanding of what it takes to build lasting relationships and drive long-term value.
At Recruiterflow, he’s focused on creating frictionless experiences that make customers feel supported, valued, and invested in the product. His expertise in customer advocacy, product adoption, and retention strategies ensures that CS isn’t just a reactive function—it’s a proactive growth driver.
Recognized as a three-time Top 25 Creative CS Leader and Top 100 CS Strategist, Raman has been instrumental in shaping best practices for customer-centric engagement. His approach combines customer empathy, process optimization, and data-driven insights, ensuring that CS efforts always align with broader business objectives.
Olivier Fiaty Amenouvor is a Customer Success leader who understands that success isn’t just about retention—it’s about evolution. As a Senior Customer Success Manager at Camunda, he focuses on customer onboarding, adoption, and long-term strategic growth.
His career has been built on the foundation of developing strong client relationships, driving proactive engagement, and ensuring customers get a tangible return on their investment. His ability to align customer needs with product value has helped businesses reduce churn, increase expansion, and strengthen their overall CS strategy.
Recognized as a 2024 Top 25 Customer Success Influencer and one of EverAfter’s Most Creative CS Leaders, Olivier’s expertise isn’t just in managing accounts—it’s in building a vision for CS that companies can scale and sustain. He is also a mentor, DEIB advocate, and speaker, making him a key voice in the next generation of CS leadership.
Note: This data has been collected as of 1st February 2025.
