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Joanne
Wyllie
Manager, Customer Success
Mastercard
Joanne Wyllie is Manager of Customer Success, Cybersecurity at Mastercard, where she leads a global team of around 15 customer success managers. She has been with Mastercard since 2021, previously serving as Lead Customer Experience \& Engagement Analyst. Before that, she held customer success roles at Ivanti, including Senior Customer Success Manager.
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27 October 2026 13:30 - 14:15
Panel | The CS revenue ledger: Proving impact in GRR, NRR, and expansion
CS leaders are expected to own a bigger share of the revenue number, but proving that impact in terms the CFO and board actually trust is still a struggle for most teams. This panel brings together CS leaders to talk through how they build a credible revenue story, from GRR and NRR to expansion, and defend it when budgets get questioned. Key learnings: - Choosing the right metrics: GRR vs. NRR vs. expansion, and what each actually proves - Connecting CS activity to revenue outcomes without overstating attribution - Building a reporting cadence the CFO and board will actually read - What to do when the numbers don't back up the story you want to tell