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Rupal
Ayer
Senior Director, Customer Success
Solventum
Rupal Ayer is a veteran leader in Healthcare Customer Success, with over 28 years of proven expertise driving transformative initiatives across MedTech, Pharma, Biotech, and Health Informatics. As Senior Director of Customer Success at Solventum ($8B), formerly the healthcare division of 3M, Mr Ayer architects customer-centric strategies that deliver measurable improvements in retention, expansion, and enterprise engagement. Previously, he served in the same capacity for Medtronic Americas ($15B). In addition to industry leadership, Mr Ayer is an adjunct faculty member at Santa Clara University Business School and serves on multiple Customer Success advisory boards.
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02 April 2026 10:45 - 11:15
Outcome-driven customer success: Turning product adoption into tangible business value
Customer success is at a crossroads. Adoption dashboards are no longer enough. Executives want proof of impact, not just activity. This session shows how top CS teams tie product usage to real business results. You will learn frameworks and strategies to reduce churn, earn executive trust, grow accounts, and position CS as a revenue-driving partner. Walk away with clear, practical steps to move beyond traditional metrics and deliver true business impact.