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Sydney
Suttor
Vice President of Customer Success
Argus Media
Sydney Suttor is the Vice President of Client Success for the Americas at Argus Media, a leading provider of market intelligence to the global energy and commodity markets. With a diverse career spanning Canada, the UK, and the United States, Sydney brings a wealth of cross-industry experience from global giants like ExxonMobil and Diageo, as well as the fast-paced tech start-up world, where she built and scaled a 40-person Client Success organization from the ground up. She holds a Bachelor’s degree from the Ivey Business School at Western University, one of Canada’s most prestigious business programs, and is known for her strategic vision, client-centric leadership, and ability to drive measurable impact across complex organizations.
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24 February 2025 13:45 - 14:30
Panel | Value storytelling: Communicate the CS impact and ROI to internal stakeholders
Join our expert panel for a crucial discussion on value storytelling - the discipline of clearly and compellingly quantifying Customer Success's return on investment (ROI) for internal stakeholders, especially executives and finance. CS teams are sitting on the most valuable data in the company - proof of value realization, churn mitigation, and expansion readiness. This session cuts through vague retention metrics to deliver actionable strategies for building ironclad financial narratives that re-cast CS spend as a critical, high-ROI investment. Key learning objectives focused on financial impact include: - Quantifying the financial value of Gross Revenue Retention (GRR) by accurately showing the dollars saved by proactive churn mitigation. - Translating activity into direct financial outcomes using metrics like Net Revenue Retention (NRR) and connecting CS influence to expansion revenue. - Developing the internal narrative necessary to justify investments in CS technology and headcount by projecting their direct impact on Customer Lifetime Value (CLV) and efficient revenue growth.