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Kimberly
Ayala
Director of Customer Success, North & South America
Akeneo
Kim Ayala is an innovative Customer Success leader with over 15 years of experience in guiding enterprise customers through transformative technology initiatives. Renowned for her expertise in strategic account management, risk mitigation, sales, and change management, Kim excels at forging enduring partnerships that drive mutual growth. As the Director of Customer Success at Akeneo, Kim spearheads regional strategy and leads a dedicated team of Customer Success Managers (CSMs) committed to delivering exceptional customer experiences. Her “everybody can win” philosophy and strategic vision enable her to tackle challenges with enthusiasm and creativity. Passionate about professional development and continuous learning, Kim is an active contributor to the Customer Success community, always eager to share insights and learn something new every day.
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29 October 2025 10:15 - 10:45
The downsell done right: Preserving revenue and relationships when budgets shrink
This session tackles one of the toughest moments in the customer lifecycle: when a customer can no longer justify their current spend. Instead of seeing downsell as defeat, smart CS leaders are turning it into an opportunity to protect revenue, strengthen trust, and set the stage for future growth. Our speaker will share real-world approaches to navigating budget cuts with empathy and strategy, offering frameworks for identifying downsell signals early, crafting tailored value propositions, and maintaining alignment with evolving customer needs. Attendees will learn how to turn tough conversations into long-term wins by focusing on retention over reduction, and ensuring customers feel supported—not sold to—throughout the transition.