Webinar: Customer Success Strategy for an Economic Downturn skip to Main Content
On-demand Webinar

Customer Success Strategy for an Economic Downturn

  • Friday, April 17, 2020
  • 9:00 AM Pacific Time

Webinar presented by:

Ari Hoffman

Ari Hoffman

Director of Customer Advocacy, Coveo

Register For The Webinar


As the Director of Customer Advocacy, it is Ari Hoffman’s mission to help Coveo’s customers share their journeys.

Discovering, building, and promoting the success of their Experience Intelligence Heroes helps their customers be better customers, helps prospects better understand the value of partnering with them, and helps Coveo better understand how to serve a growing community.


This live webinar will involve a discussion on the fundamental role of a customer success team in an economic recession. Such as the one caused by COVID-19.

Unlike a regular business where a new sales is necessary to keep the revenue coming in, a B2B SaaS business runs on the “subscription model”.

So, clearly the focus of SaaS businesses is going to be keeping customers and keep that recurring revenue coming in. This job primarily sits with customer success.

  • What’s the role of customer success in an economic downturn?
  • What are the new KPIs?
  • What’s the strategy for maximizing MRR during an economic slowdown?
  • What will it take to retain the customer in an economic crisis?
  • How can leaders empower customer success as a function, as a team to be successful in pulling this off?
customer success strategy for an economic downturn


Puneet Kataria

The Q&A webinar will be moderated by Puneet Kataria, Founder & CEO of CustomerSuccessBox and LinkedIn Top Voice 2019. In his previous avatar, he was VP at a B2B SaaS company, Kayako, where he inherited 10000+ live accounts and was tasked to plug the leaky bucket. 5 years later, that translated into an obsession to fix the leak for every B2B SaaS and he started CustomerSuccessBox. In over 16 years of professional experience, he has also held leadership positions at ThoughtWorks, IBM, Telelogic, and started as an engineer at Honeywell Aerospace.

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