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Brent
Krempges
Chief Customer Officer
Gainsight
Brent Krempges is the Chief Customer Officer at Gainsight, leading the global Customer Success organization to drive retention, growth, and measurable customer outcomes. With over a decade in customer success and pre-sales leadership, Brent combines operational rigor with human connection to help teams scale value across the entire customer journey. He is passionate about building high-performing teams that deepen trust, drive growth, and shape the future of the business.
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24 September 2026 11:15 - 11:45
Protect GRR, Accelerate NRR: The AI Operating Model for Modern CS
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.