Quick take: DataDome just appointed Leta Amburgey as Chief Customer Officer to help global customers get more value from fraud protection.
Why it matters: fraud and bot attacks are no longer just an IT issue; they hit revenue, marketing, and customer experience.
A strong CCO focus here signals a push toward measurable outcomes, cleaner renewals, and wider platform adoption.
The News In 30 Seconds
Who: DataDome appoints Leta Amburgey as Chief Customer Officer (global role).
Why: Turn fraud protection into business value across functions, not just security.
What to expect: Tighter renewal performance, broader use of the platform, and customer programs tied to outcomes.
Why This Matters For Customer Success
Cross‑functional value is the new bar
Bot and fraud defense affects conversion, support load, brand trust, and NRR. CS is the connector that turns security wins into business wins.
Renewals love low friction
Less abuse → fewer false declines → smoother checkout and support → happier exec sponsors when renewal time comes.
Outcome over features
A CCO framing forces the org to speak in impact: revenue saved, attacks prevented, time‑to‑value shortened.
Career upside
CS leaders who translate risk signals into board‑ready stories move faster. If you need a system for this, see 15 Churn Alerts Every CS Leader Needs — it’s my alert stack that protects renewals and triggers expansion.
What You Can Do This Week (Copy/Paste Playbook)
Wire risk signals into CS alerts. Blend inside‑product patterns with outside signals (pricing‑page dwell, seat drops, new execs). Start with the seven high‑signal alerts in 15 Churn Alerts Every CS Leader Needs and map fraud/abuse indicators alongside them.
Fix silent churn at onboarding. Abuse controls sometimes add friction. Balance risk and UX using the 4R framework in The Onboarding Fix Every CS Leader Needs and add language‑signal checks from The QUIET Method.
Turn QBRs into EBRs with a risk→revenue story. Bring a one‑page narrative: “attacks blocked, incidents avoided, revenue protected, support volume reduced.” Use my Ultimate Guide to Executive Business Reviews for CSMs to rebuild your deck.
Show the money. Convert protection metrics into NRR/GRR impact with the CS Calculators. Add one “revenue physics” line to every exec update (e.g., “False‑positive checkout blocks cut by 40% → $180k ARR protected”).
Pressure‑test your CS platform. Make sure your CSP ingests security telemetry cleanly and can trigger plays. If you’re shopping, my Best Customer Success Platforms 2025 guide compares the top options and implementation effort.
Signals I’ll Watch From DataDome
Adoption breadth: more teams beyond security (growth, ops, CX) using the platform.
Renewal/expansion story: cleaner renewals in segments where fraud once hurt conversion.
Customer education: practical content and AI‑assisted success programs for faster time‑to‑value.
Outcome reporting: standard metrics that tie fraud prevention to revenue saved and CX improved.
My Takeaway
A CCO at a cyberfraud leader is good news for CS: it puts value realization front and center.
If you translate risk data into revenue impact, your renewals get easier, your expansions get faster, and your seat at the table gets stronger.
—Hakan | Founder, The Customer Success Café Weekly Newsletter