Gurprem is a customer success operations leader with over 10 years of experience in enterprise SaaS, spanning both frontline CS and systems strategy. At Planhat, where he has spent the past five years, he leads global CS operations—owning internal processes, tooling, and data flows to drive efficiency and revenue alignment. He previously served as a Customer Success Manager, a role for which he earnt the CSM of the Year award in 2023. Before Planhat, Gurprem spent over three years at Box, where he advanced through analyst and manager roles focused on expansion, customer ROI, and operational scale.

Charles is a Customer Success Engineer at Pendo, where he helps enterprise clients unlock product value through technical support and enablement. With over 10 years of experience spanning implementation, consulting, and customer success, he brings a deep understanding of software adoption in both B2B and healthcare environments. Prior to Pendo, Charles held customer-facing roles at ChannelAdvisor, Phreesia, and Dude Solutions, leading onboarding and workflow optimization for complex client needs. His background combines technical fluency with a people-first mindset, making him a trusted partner for long-term success.

Klaarika is a product-minded customer experience leader with nearly 8 years at Mentimeter, where she’s played a key role in its growth from a 10-person startup to a 300+ employee SaaS company. She held roles across sales, customer success, and relationship management before stepping into her current position as Product Experience Manager, where she drives cross-functional collaboration to enhance the enterprise user journey. With deep commercial intuition and a passion for product development, Klaarika bridges customer insight with product strategy to elevate experience at scale.