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Conor Holmes

AMA: Confluent Senior Director of CS & Account Management, Conor Holmes on Customer Success / Sales Alignment

May 27 @ 10:00AM PT
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We will email you Conor's answers to these questions after the event in case you can't make it.
What SLA do you maintain for post-close kickoff, and how is Sales held accountable?
What is your feedback loop from CS to Sales on churn and downsell reasons, and how does it influence qualification?
What does your RACI look like across Sales, Solutions Engineering, and CS for complex implementations?
How do you keep Sales and CS narratives (decks, ROI models, value hypotheses) consistent across the customer journey?
How do you align territory and segment coverage so Sales and CS assignments map cleanly without gaps or overlaps?
Which tools or integrations best support Sales–CS alignment (CRM, CPQ, success plan templates, handoff forms)?
How do you run joint forecast and renewal pipeline reviews across Sales and CS leadership?
What fields and data in the CRM constitute a complete handoff for CS, and how do you validate data quality?
What change management practices have worked when shifting responsibilities between Sales and CS (e.g., moving renewals to CS)?
How do you split ownership of upsell vs. cross-sell opportunities, and what triggers route opportunities to Sales vs. CS?
How early do you involve Customer Success in the sales cycle, and for which deal types or segments?
How do you define and enforce a clean handoff from Sales to CS, and what artifacts are required?