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Ruth
Frantz
Head of Growth Customer Success
Vanta
Ruth Frantz Gale has made a career of turning customer success into a growth engine. She has built and scaled CS organizations at high-growth SaaS companies, from early-stage startups to established players like Outreach and Vanta, leading teams across the full post-sales spectrum — onboarding, adoption, retention, and expansion — with a track record of driving measurable outcomes across books of business ranging from SMB to enterprise. Ruth is passionate about the intersection of human relationships and AI-powered workflows, and is known for building scalable systems that help CS teams do more without losing the personal touch that drives real retention.
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17 June 2026 09:45 - 10:15
In-house or off-the-shelf? CS tooling strategy decoded
Should organizations build their own customer success (CS) tools or invest in off-the-shelf solutions? This presentation explores the strategic trade-offs behind both approaches, examining factors such as cost, scalability, customization, speed to value, maintenance, and long-term business impact. Through practical examples and decision-making frameworks, attendees will learn how to evaluate their unique requirements, identify hidden costs and risks, and determine the right balance between bespoke development and commercial platforms. The session provides a clear roadmap for making informed CS tooling decisions that align with business goals and operational maturity.