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Jeremy
Donaldson
Senior Director, Customer Success
LifeLoop
Jeremy is a 3x award-winning customer success leader with 12+ years of experience leading and growing revenue-based Customer Success and Account Management teams. His professional passions are always adding value, developing great talent, and enable others to reach their greatness. He currently serves as the Sr. Director of Customer Success for LifeLoop, and owns a Customer Success coaching practice called CS in the Valley. He also served as a founding board member with Gain Grow Retain and lead the weekly CSM and Leadership office hours between 2021-2023. Over the last 12 years, his customer success teams have experienced strong performance including 120%+ NRR, 95%+ GRR, reducing at-risk customers by 20% YoY, increased product adoption by 70%, and maintaining 99%+ renewal forecast accuracy. You know, all the boring stuff! On a personal note, Jeremy stays busy with my 3 kids (7, 5, 3), 3 cats, and playing board games with my wife.
29 January 2026 11:15 - 11:45
Fireside chat: The ROI of customer success - how CS drives business impact
CS has evolved from a support function to a strategic driver of business growth. In this fireside chat, we will explore the tangible ROI of customer success and how it contributes to long-term revenue, customer retention, and overall business impact. By examining key metrics such as customer lifetime value (CLTV), churn reduction, and the influence of CS on expansion and upsell opportunities, we'll highlight how a well-executed CS strategy not only enhances customer satisfaction but also drives sustainable business success.