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.

Sue is a customer success leader with over 30 years of international experience spanning SaaS, consulting, and change management. As Co-Founder of Success Chain, she helps companies scale customer success programs that drive mutual growth. She also teaches at IESEG, co-leads Engage Paris, and founded CS meetups in Paris and Lisbon. Known for her strategic mindset and people-first approach, Sue is a passionate advocate for advancing the customer success profession through coaching, education, and community.

Valentin Lejot is a Senior CSM at Planhat, where he focuses on consulting CS leaders and teams on their CS strategies. Valentin has over 10 years of SaaS experience with the majority of that time being spent in customer and commercial facing roles. Valentin co-founded Engage Paris, the first French-speaking event dedicated to Customer Success professions.