@gabisiguenza
Sr. Customer Success Manager
Gabi Siguenza, Experience.com
Technology / IT
Senior Customer Success Manager at Experience.com with 3 years of experience driving retention and expansion for enterprise SaaS customers. I manage relationships with some of the largest accounts in our enterprise portfolio, consistently delivering NRR above 100% for the last two consecutive quarters and closing significant expansion deals. My focus is on turning customer success into a measurable revenue function — building trusted executive relationships, uncovering growth opportunities, and connecting product value to business outcomes.
Customer Success
The 90-day QBR is too slow for the modern enterprise. Learn why 2026's top customer success teams are replacing performative meetings with real-time outcome dashboards and async executive updates.
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Do we still need slide decks for any part of the process?
Slide decks are useful for initial onboarding and major annual planning sessions where you are establishing new year-long goals. For everything else, real-time data and video walk-throughs are more persuasive and easier to consume for busy stakeholders. The QBR isn't dying because it's a bad idea to review business goals; it's dying because the quarterly cadence is a legacy of an era when data was slow and executives were reachable. In 2026, the best way to prove you are a "platform of record" is to provide a "stream of value" that never stops. Stop performing, and start delivering.
Won't customers feel neglected without a quarterly meeting?
Most customers actually feel relieved. Executive stakeholders are more likely to appreciate a CSM who protects their time and provides value on-demand than one who insists on a 60-minute meeting to stay "top of mind." The key is maintaining the "digital presence" through consistent async updates.
How do we handle renewals if we stop doing QBRs?
Renewals should be the culmination of 12 months of continuous value. If your customer has been watching their "Outcome Dashboard" grow every week, the renewal is a formality rather than a negotiation. You transition from a "re-sale" every year to a "frictionless continuation."
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