Mergers, acquisitions, reorgs and leadership shake-ups are now a normal part of life in SaaS, and customer success teams tend to feel the impact first. While leadership works through integration plans, CSMs are the ones fielding nervous customer questions, absorbing new tools and processes, and wondering what it all means for their own roles. In this keynote, Jessica will share how CS leaders can guide their teams through periods of uncertainty without losing momentum, morale or customer trust. She’ll cover how to communicate when you don’t have all the answers, how to protect team focus while priorities shift, and how to come out the other side with a stronger, more resilient team. Key takeaways: - How to communicate transparently with your team during change, even when you can’t share everything - Practical ways to protect morale and retain top performers when uncertainty is high - How to keep customers confident and avoid churn during M&A or major organizational shifts - Frameworks for aligning two CS cultures, processes and tech stacks after a merger