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Michael
Dy
Director, Customer Success Management
Okta
Michael is a customer success leader with more than 20 years of experience helping organisations realise value from technology investments. Throughout his career, he has held leadership roles across services sales, service delivery, project management, and customer success, building a reputation for driving customer outcomes and long-term partnerships. Currently Director of Customer Success Management at Okta, Michael previously spent over 15 years at Citrix, including leading Customer Success across the Asia-Pacific and Japan region. He is passionate about creating customer-centric strategies that deliver measurable business value while fostering lasting relationships with customers and partners.
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29 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