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Will
Ritchie
Customer Success Director
MuleSoft
Will is a seasoned Senior Customer Success professional with deep expertise in enterprise SaaS retention and product adoption at scale. He manages a 2,000-account portfolio across EMEA, using data-driven insights to reduce customer attrition and increase product consumption. His approach combines in-depth analysis of top accounts with scalable strategies tailored to the broader customer base. Will works cross-functionally with sales leadership, account teams, and Customer Success peers across Salesforce clouds to integrate impactful CS practices into the sales process. He also leads enablement initiatives through coaching, team sessions, and webinars, while ensuring accountability through reporting and success metrics. Will is known for driving measurable outcomes and aligning teams around shared customer goals.
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03 December 2025 10:15 - 10:45
Beyond the handoff: Strategic collaboration between sales and CS for scalable growth
We all know the “handoff” between sales and CS is a mess, but what if that chaos is actually your biggest growth opportunity? Will Ritchie, Customer Success Director at Mulesoft, will expose the costly mistakes most companies make when these teams work in silos, and share bold strategies for turning friction into fuel for retention, expansion, and renewals. Attendees will gain practical strategies for creating shared goals, establishing feedback loops, and fostering a unified customer journey that supports scalable, predictable growth.