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Jennifer
Roderick
VP, Global Customer Success
Recurly
Jennifer Roderick is a seasoned customer success executive with over 20 years of experience driving growth, retention, and operational excellence in leading SaaS organizations. Currently serving as Vice President of Customer Success at Recurly, Jennifer oversees a global team and a 100M ARR+ portfolio, where she is transforming customer engagement through scalable, high-touch strategies. Previously, Jennifer held executive roles at Seismic and The SAVO Group, where she built and scaled world-class customer success organizations, consistently achieving 95%+ retention rates and double-digit revenue growth. Her expertise lies in architecting customer journeys, deploying digital success models, and leading cross-functional teams to deliver proactive, measurable business outcomes. A passionate advocate for customer-centric innovation, Jennifer is a frequent speaker on topics including CS strategy, moving from the tactical to the strategic, and scaling success across segments. She holds a Master's in Human Services and multiple certifications in Customer Success, Project Management, and HR Leadership.
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30 October 2025 11:00 - 11:30
Stopping churn where it starts: The first 90 days
Once onboarding ends, the real work of driving retention begins. In this session, Recurly’s VP of Global Customer Success will share how their team tackles churn by zeroing in on the critical first 90 days post-onboarding—a period where customers either build momentum or quietly disengage. We’ll explore how Recurly’s hybrid approach—combining high-touch CSM engagement with a scaled digital program—helps customers establish clear success plans, align on KPIs, and build confidence in using the product. You'll learn how the team uses early data signals to monitor customer health, guide next steps, and turn new users into power users. Attendees will walk away with practical tactics for scaling early lifecycle success, reducing time to value, and stopping churn where it starts: in the 90 days after onboarding.