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Eddie
Tellez
Director, Customer Success
Exiger
Eddie Tellez is an AI and Customer Success leader at Exiger with a foundation in data science and technology consulting. He works at the intersection of AI, customer strategy, and delivery, translating complex technology and data into measurable outcomes for mission-critical organizations. Throughout his career, Eddie has supported organizations ranging from some of the nationā€™s largest commercial healthcare systems to the U.S. Intelligence Community and aerospace and defense organizations. His cross-functional approach to Customer Success focuses on aligning teams around customer outcomes, accelerating adoption, rebuilding trust, and turning complex challenges into long-term partnerships and growth. His philosophy is simple: Make it make sense.
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19 November 2026 11:15 - 11:45
From red to renewal: A CS turnaround playbook
When a major customer relationship reached a critical breaking point, Eddie Tellez stepped into a high-risk situation that threatened a multimillion-dollar engagement. In this session, heā€™ll share how a customer success-led approach helped stabilize the account, rebuild trust, align cross-functional teams, and turn a near-loss into a renewal opportunity. Attendees will get a practical look at how CS can drive impact far beyond post-sale support, especially in complex, high-stakes environments. Key takeaways: - How to assess and respond when an account is at immediate risk - Ways CS can lead cross-functional recovery efforts across leadership, delivery, and technical teams - Tactics for rebuilding customer confidence after a relationship has significantly deteriorated - How to move from reactive firefighting to a structured turnaround plan - Why CS should be seen as foundational to long-term account success, not just a post-sale function