Customer Success and Product alignment often breaks down when feedback is anecdotal, reactive, or driven by whoever shouts the loudest. In this session, Craig Jackson, Director of Customer Success at Pleo, shares how his team transformed churn insights into a scoring model that directly influenced roadmap priorities and measurable retention impact. But this isn’t just a story. It’s a blueprint. You’ll work through: • What your current churn categories are missing • Where anecdotal feedback is distorting priorities • How to introduce scoring logic that elevates CS insight in Product conversations Walk away with: • A starter framework for building your own churn taxonomy • A clearer way to quantify customer pain • Practical ideas to turn retention into a shared, company-wide metric Because “customers are unhappy” isn’t a strategy. Structured insight is.