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Brent
Krempges
Chief Customer Officer
Gainsight
Brent Krempges is the Chief Customer Officer at Gainsight, where he leads a 200-person global post-sale organization focused on turning customer outcomes into measurable revenue retention and growth. Brent joined Gainsight when the company had less than $1M in ARR and has been part of every chapter of its growth since, building the global pre-sales organization from scratch and scaling it to influence $200M+ in ARR across 2,000+ enterprise customers. Today he is driving the shift to a commercially minded retention motion where every stage of the customer journey connects directly to expansion.
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24 September 2026 11:15 - 11:45
Protect GRR, Accelerate NRR: The AI Operating Model for the Future of Retention
The pressure on today’s CCO is real: protect GRR, accelerate NRR, and do both with leaner teams and higher expectations. AI promises to help, but most teams are still figuring out where it actually fits into the workflows that drive retention and expansion. This session walks through a practical three-stage model for operationalizing AI in Customer Success: meet your team where they work, connect your customer context, and scale to autonomous action.