[Un]Churned – The No. 1 Podcast for Customer Retention What Happens When You Apply Digital Motions to Your Biggest Accounts? ft. Christine Lavery (Conga)
Feb 4, 2026
Christine Lavery, VP of Customer Success at Conga, leads a global CS team focused on scaling digital success motions and outcome-driven programs. She argues digital motions should apply across all customer tiers. Christine covers mapping customer journeys, persona-centered communications, rolling out SMART goals for measurable outcomes, using product analytics, and combining structured and unstructured data with AI for complete customer intelligence.
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Digital Motions For Every Tier
- Digital success motions should span all customer tiers, not only the long tail.
- Users across enterprise and small accounts want the same community, roadmap, and peer-learning experiences.
Running A 100-Person Global CS Team
- Christine runs a global CS org of about 100 people covering managed, long-tail, and renewals.
- She combines named CSMs for strategic accounts with one-to-many programs and a renewals function under her remit.
Map Journeys Down To Execution
- Map customer journeys from high-level stages down to templates, tooling, and entry/exit criteria.
- Communicate the model differently to ICs and executives so each audience gets actionable or strategic detail.