In the day-to-day reality of Customer Success, churn rarely comes out of nowhere. It builds quietly, across conversations, tools, and teams. Yet most CS organizations only connect the dots when it’s already too late. In this keynote, Cole M, Senior Account Representative at Hiver, explores why even a lot of CS teams miss early warning signs of churn and expansion, and why the issue isn’t effort or intent, but fragmented systems. Drawing on patterns seen across growing CS organizations, Cole breaks down how these teams can move from reactive firefighting to predictable outcomes by building a Customer Success operating system that connects customer conversations, context, and ownership. Attendees will learn how to spot risk and opportunity earlier, reduce blind spots caused by siloed tools, and design systems that surface the right signals at the right time, so renewals stop being surprises and Customer Success becomes proactive, aligned, and repeatable.