Speaker: Zack Siegert - Senior Manager, Digital Customer Success at Abnormal Security

One of the biggest challenges in scaling digital customer engagement is making sure you’re reaching the right people. I’ve been there—trying to drive adoption and expansion without a clear view of who our key contacts are. Through trial and error, I’ve learned that a strong contact management strategy is the foundation for everything else in Digital CS.

In this session, I’ll share the approach that’s worked for me:
- The Metrics That Matter – How tracking contact coverage rates helped me gain leadership buy-in and align with other teams.
- Less is More – Why focusing on just 2-4 critical contact roles made scaling easier—and how to capture, validate, and source contacts effectively.
- The Digital Journey – How I started building simple, scalable digital journeys for each role to drive engagement and adoption.

You’ll walk away with practical steps to strengthen your contact strategy, avoid common pitfalls, and set yourself up for scalable success.