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Tom
Broome
Global Head of Professional Services
Personio
Tom is a global customer success leader with 15+ years of experience helping B2B SaaS startups scale, retain, and grow revenue across North America, EMEA and APAC. With a proven track record of building high-performing post-sales teams, Tom specializes in driving customer success, professional services, and support functions that accelerate growth for startups & scaleups in data, analytics and AI. He's consistently delivered impactful results by driving retention, exceptional customer experiences and building scalable processes that support rapid expansion.
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04 December 2025 13:30 - 14:15
Panel: Reducing time to value during onboarding - Ensuring retention early on
42.7% of CSMs onboard customers in under 30 days, yet only 29.7% of them track time-to-value (TTV).* This session brings together a panel of experts to discuss how impactful onboarding drives long-term customer retention, especially when focusing on reducing TTV. We will focus on practical strategies to accelerate time to value, including segmentation, success planning, in-product guidance, and early adoption metrics. Panelists will share real-world examples of what works when it comes to setting customers up for success from day one. Attendees will leave with actionable insights to refine onboarding and secure early wins that stick. * State of Customer Onboarding 2023 & State of Customer Churn 2023