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Firaas
Rashid
CEO and Founder
Hook
Firaas Rashid is the CEO and Founder of Hook. Hook is a B2B SaaS platform that gives Customer Success teams AI-powered agents that listen, think, and act - removing the tedious parts of the job so they can focus on customers. Backed by Lightspeed, LocalGlobe, and Balderton, Hook automates risk detection, renewal forecasting, expansion opportunities, and next-best actions using product usage and customer interaction data. He is passionate about using data to grow revenue and building the leading workplace for ambitious people who want to be part of a team. Before founding Hook, Firaas was CTO and Head of Customer Success (EMEA) at AppDynamics, scaling from $170m to $550m Annual Recurring Revenue in 2 years. He led a rapid journey of rebuilding their revenue org to focus on data-driven prioritisation and scale. Prior to that he was a Director of IT at Credit Suisse.
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24 September 2026 09:45 - 10:15
Seeing the signals that save renewals: How AI is changing what it means to know your customer
Most CS teams are still relying on gut feel and lagging indicators to manage renewal risk. Hook's AI agents analyse product usage, support interactions and customer conversations to predict churn up to six months before renewal, with over 90% accuracy. In this session Hook will share how leading SaaS companies are using predictive intelligence to move from reactive account management to proactive revenue protection, and what it means for the way CCOs structure their teams and their approach to retention at scale.