How CSMs Stop Churn Before Renewal

Hosted by Astrid Malone

52 students

In this video

What you'll learn

Why churn happens in slow motion in B2B SaaS

Identify seat and frequency gaps early, so you can course-correct before renewal turns into a negotiation.

Stop Calls That End in Agreement But No Action

Learn the 3 things to confirm on every call: why usage is low, who owns adoption, and the next working session.

How to run working sessions that change usage behavior

Get a practical 30-minute working session framework that drives real product adoption

Why this topic matters

Every CSM and AM knows that in SaaS, they need to drive adoption, reduce churn, and protect renewals. But most customer calls end in "sounds good," not concrete commitments that change behavior. Usage remains flat, and renewals become discount negotiations. We'll dig into why calls fail to drive action and how to use three questions to turn conversations into working sessions that prevent churn.

You'll learn from

Astrid Malone

Tech Sales and Customer Success • Ex-CB Insights • SV Academy, CourseCareers

Astrid Malone has over 15 years of experience across sales, customer success, operations, and business development. As a Customer Success Manager at CB Insights, she led QBRs, renewals, and expansion conversations across an enterprise portfolio. Today, she teaches and coaches professionals breaking into tech sales through SV Academy and CourseCareers.

Astrid holds an MBA from Southern New Hampshire University and a B.S. in International Trade and Marketing from the Fashion Institute of Technology.

Her work focuses on practical customer conversations that drive adoption, renewals, and retention, especially in post-sales roles.

Previously at

Sutherland
CB Insights