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AGENDA

08:00 - 09:00

Registration, Networking & Breakfast

09:00 - 09:30

"Navigating the AI Revolution in SaaS: Transforming the Customer Success Role"

PLENARY

Join us in exploring how AI is fundamentally redefining the landscapes of SaaS and Customer Success. Packed with compelling real-life examples and strategic insights, this keynote empowers CS leaders to navigate the industry’s rapid evolution confidently. Get ready to elevate your approach, embrace change, and lead your team to new heights of success in the AI-driven world.

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Omid Razavi - Founder, SuccessLab & SVP, Alluxio

09:30 - 10:10

PANEL DISCUSSION: "Customer Success in 2024 - The Perfect Storm”

PLENARY

In today's evolving SaaS landscape, the role of Customer Success has undergone a significant transformation. We will delve into how the traditional Customer Success function had to adapt, becoming more revenue-centric, and uncover the crucial reasons for this transformation's necessity in a competitive market. This shift ensures not only survival but also fuels growth in the industry, highlighting the imperative of aligning Customer Success with revenue goals.

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Moderated by Peter Lyon - Chief Customer Officer, eDesk

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Matt Myszkowski - Customer Success Leader

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Irit Eizips - Chief Customer Officer, CSM Practice

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Rav Dhaliwal - Investor, Crane Venture Partners

10:10 - 10:30

 Morning Networking Break

10:30 - 11:15

PANEL DISCUSSION: "Revolutionizing Customer Success: Driving Revenue Growth”

CS LEADERSHIP STAGE

This panel discussion will showcase the impact of a revenue-focused Customer Success model, featuring insights from industry leaders. Explore the critical role of KPIs like CLV, upsell/cross-sell rates, and retention in validating this approach. Engage with real-world examples demonstrating how this shift led to significant revenue growth, enhanced customer satisfaction, and industry recognition.

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Moderated by Peter Lyon - Chief Customer Officer, eDesk

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Bethany Ayers - Board Advisor at Peak & ToffeeAM, Co-host of The Operations Room

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Pat Phelan - CCO & MD UKI, GoCardless

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Sandy Yu - Growth Executive, Revenue Retention Advisors, LLC

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Firaas Rashid - Founder & CEO, Hook

10:30 - 11:15

CS IN ACTION STAGE

PANEL DISCUSSION: "One Team Dedicated to Customer Value - Marketing, Sales, and CS Alignment to Supercharge GTM"

"But sales promised me..."  "Marketing never followed up on the customer story."  "CS should be able to veto a sale."  Have you heard these statements in your business?  Have you said them?  These may be symptoms of an alignment problem - where the GTM team spends more time working against each other than for the customer.  Join this panel discussion to learn how to align your GTM around customer value and get the commercial function working like a well-oiled machine.

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Moderated by Alex Farmer - CRO & CCO, Nezasa

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Robin Smith - Customer Success Leader

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Rachael Rowe - RVP, Financial Services, Seismic

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Nicola Anderson - Fractional CMO, Coach and Advisor, Echobox

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Stijn Smet - Head of CS, Whale

10:30 - 11:15

CS HANDS-ON STAGE

WORKSHOP: "Revenue Acquisition Cost (RAC), a Better Metric Than Customer Acquisition Cost (CAC)"

In this 45 min. workshop, Aaron will take the audience through a more detailed approach to revenue, and specifically the effect Customer Success has on it. As an active CRO, this workshop will outline how Aaron measures Customer Success Qualified Leads (CSQLs) at his own company. 5 unique revenue streams, all with various RACs. Attending this session will leave you with a proven strategy and approach to fully "paint the revenue picture" of your Customer Success organization. 

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Aaron Thompson - Chief Revenue Officer, SuccessCOACHING

11:20 - 11:50

"Commercialising Customer Success: a Fundamental Problem"

CS LEADERSHIP STAGE

If you’re anything like me, you’ve heard someone say the following: “CS leaders need to become revenue leaders!”. Or, “CS should become a more commercial function”. And finally, your CFO has probably mentioned ‘Monetizing’ CS at one point or another. All of this external pressure has CS teams jump the gun to become a more revenue focused department—while neglecting the fundamentals required to get you there in the right way. Join this session make the jump correctly, and get the building blocks to become a Commercial Mastermind.

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Remco De Vries - VP of Revenue Marketing, Gainsight

11:20 - 11:50

"The CSM Toolkit: Leveraging Product Insights as Your Secret Weapon"

CS IN ACTION STAGE

In today's sobering era, software companies are required to better utilize their existing resources (employees, customers, R&D), deliver value faster, and operate more efficiently to improve unit economics and profitability when scaling. 

 

In this session, you will learn how to work effectively with your product team. We will discuss the expectations, metrics, and business priorities of your product colleagues and C-level executives, through specific examples; how to adapt your customer success strategy and tactics to drive alignment and foster collaboration between the teams, while leaving biased opinions aside; and ways to transform invaluable customer insights into actions that boost revenue, focus on impact, and build a culture of customer-centric excellence.

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Ohad Biron - CEO & Co-Founder, Bagel

11:20 - 12:25

WORKSHOP: "Executive Relevance: Cultivating Strong Bonds with Senior Leaders"

CS HANDS-ON STAGE

As a customer success (CS) professional, establishing robust connections with senior-level leaders is often challenging. Customer churn can frequently be attributed to the absence of these vital relationships, due to a lack of understanding regarding their priorities and desired outcomes.​Join our 60-minute workshop to learn:​ strategies to overcome barriers in building relationships with senior leaders​, effective engagement techniques that add value to conversations​, methods to sustain long-term relationships for ongoing success​. This interactive workshop aims to equip you with practical insights for developing and nurturing strong relationships, whether within your company or with your customers' senior leadership. Don't miss this opportunity to gain a contextual approach towards building and sustaining impactful relationships with senior leaders.​

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Sandy Yu - Growth Executive, Revenue Retention Advisors, LLC

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Michelle Garnham - Founder, Ellacott Consulting

11:55 - 12:25

CS LEADERSHIP STAGE

"Fix the leaking bucket! Unlock the Secrets of How to Achieve Industry Leading Retention Rates"

How sophisticated would it be to use data and automation to predict a customer churn months before it happens, giving your CS team enough time to mitigate the risk and protect the renewable ARR, or in the worst case, accurately forecast the impact on financial performance.  Most companies find out that a customer is about to churn only when it is too late. In this session, unlock the secrets of how to build the strategy to drive a predictable, sustainable and healthy retention model. Having successfully implemented this strategy to achieve industry leading retention rates, Kay will share how to drive a T-360 days renewal readiness cycle, and best practices in risk management and health scoring to deliver effective churn/downsell prediction and accurate financial performance forecasting.

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Kay Mukherjee - Group Vice President, Customer Success, Splunk

11:55 - 12:25

"How to Create an Annual CS Strategy Plan that Perfectly Sticks the Landing"

CS IN ACTION STAGE

Executives often encounter significant hurdles when crafting an optimized CS annual plan. Structured poorly, strategic CS annual plans can result in initiatives that don't support overall business growth or address key customer needs as well as lead to wasted resources, diluted efforts, and missed opportunities. In her session, Irit Eizips will introduce her unique Definitive Plan Method, focusing on creating specific, realistic targets, aligning with the broader business context, and proactively addressing potential barriers. Session's attendees will gain exclusive access to an strategic annual plan slide template based on The Definitive Plan Method. This session is particularly vital for CS executives and team leaders looking to refine their strategic approach and avoid the pitfalls of vague and misaligned planning. Learning from Irit, a globally recognized expert in customer success, provides a unique opportunity to transform your strategic planning in a manner that gets you the budget, the resources and clearly articulates the value your team brings in alignment with your company's go to market strategy.

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Irit Eizips - Chief Customer Officer, CSM Practice

12:30 - 13:00

"What Does Scale Really Mean for Your Customer Success Organization?"

CS LEADERSHIP STAGE

Perry recently started a brand new CS function, growing from impacting zero scaled customers to over 15,000 in less than two years with a global strategy aimed to provide a moment in time experience for customers when they needed it most. 

This session will cover the advantages (and challenges) of a pooled CS model and the insight into the initial design and learned insights. If your CSMs are under capacity and have time to spare, this session is NOT for you. If you’d like to do more with less whilst creating huge impact, then this session IS for you!

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Perry Monaco - Head of Customer Success - Scaled Advisory Solutions,
LinkedIn

12:30 - 13:00

"It's CS Jim, but not as we know it!"

CS IN ACTION
STAGE

Now 30 years old, customer success is having a mid-life crisis. Despite wide recognition of CS as a company-wide philosophy, most companies fail in making it happen. A fundamental rethink is long overdue. Known for his heretical views on customer success, David's presentation will ask and answer some fundamental questions: What is the purpose of customer success? Why do most companies fail to measure customer success? Do we need a CS department to deliver customer success? How will AI change customer success? What does the future look like? Expect to be challenged!

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David Jackson - CEO, TheCustomer.Co

12:30 - 13:00

MASTERCLASS: "You Don't Have to Be a Seller to Drive Revenue"

CS HANDS-ON STAGE

The CSM role has evolved over the years, and it’s time to adopt a stronger commercial mindset.  CMSs have remarkable assets at their disposal – they are experienced professionals capable of building relationships and acting as trusted advisors. Now, the question is how to leverage these and become a significant revenue enabler. Join me for the hands-on session to understand the shift in mindset and hear about a simple framework to manage CS opportunities. We will learn how to identify, size, and qualify opportunities based on knowledge of the customer's needs and the product/solution deployed, and how CSMs can “bake” the opportunity and allow Sales to close the deal quickly and successfully. The audience will leave the session aware of their positive impact on revenue and equipped with practical steps of effective opportunity management.  In addition, I will highlight the important aspects of collaboration with sales to optimize the sales process. 

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Guy Galon - VP of Customer Success, Obrela

13:00 - 14:00

Lunch

14:00 - 14:40

PANEL DISCUSSION: "Strategies for Scaling CS/CX with AI”

CS LEADERSHIP STAGE

As an interactive discussion on how AI can boost CS and CX, this session will provide attendees with valuable learnings and actionable strategies. We will debate AI’s role in the CS field: is it a benefit or a disadvantage? And we will talk about how it can impact teams’ efficiency and productivity and how humans and machines can work together to boost customer engagement, satisfaction, and retention. The audience will leave the session aware of some of the CS / CX and AI trends and challenges, with a clear picture of how we can best deal with them as we embrace innovation.

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Moderated by Delia Visan - Customer Success Lead & Consultant, DRUID AI

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Laura Hauser - VP of Marketing, Faculty AI

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Omid Razavi - Founder of SuccessLab & SVP at Alluxio

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Phil McHugh - Senior Director, Customer Success, HubSpot

14:00 - 14:40

PANEL DISCUSSION: "What Customers Don’t Want From Customer Success?”

CS IN ACTION STAGE

How much are we taking into account what customers are telling us, how they want us to work with them and what is the biggest value from the Customer Success teams for them? Although customers involvement with Success teams will depend on their size, maturity of their processes and product, could it be that customer success processes are pushing away customers? In this panel session, we’ll focus on what customers don’t want from Customer Success in the areas of communication, target-led selling and automation. We’ll suggest what can be the biggest differentiators for the Customer Success teams to lead forward.  

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Moderated by Marija Skobe-Pilley - Founder, Women in Customer Success

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Elodie O'Rourke - Global Customer Success Director, Financial Times

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Laura Kightlinger - VP Customer Success, Seismic

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Taylor Johnston - VP of Customer Success, Vitally

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Kate Forgione - Director, Fractional SaaS

14:00 - 15:15

WORKSHOP: "Understanding Outcomes and Demonstrating Value”

CS HANDS-ON STAGE

In this highly interactive workshop, we will explore the elements of outcomes and value – what do we mean by these terms, what do our customers (both internal and external) actually require and expect from us and how can we focus our CS activities for maximum effect. Together and in breakout groups, we will discuss the concepts, the myths and the best practices for working in partnership with internal and external stakeholders to achieve meaningful results and growth for all.

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Kellie Lucas - Author, Coach and Consultant, The Customer Success Pioneer

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Sue Nabeth Moore - Co-Founder, Success Chain

14:45 - 15:15

"Unlocking the Future of Work: Embracing Generative AI and the Copilot Approach"

CS LEADERSHIP STAGE

Work is the most foundational element of what people do every day and it is evolving fast.  The introduction of generative AI is changing how we should think about how we do and manage work. Copilots are the topic of the moment, but how you apply the concept of a copilot will be what makes a difference in how effective you are at embracing the changes AI makes to the work we do day in and day out.  Instead of thinking of the machine as the copilot, we challenge you to use the machine as the lead that knows when and how to pull in a human at the right moment for the customer. In this session, we will talk about success we have seen in shifting this paradigm and common mistakes that are made in implementing new workflows with AI.

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Mollie Holland - Head of Customer Success and Support, DevRev

14:45 - 15:15

CS IN ACTION STAGE

"Crafting Exceptional Journeys with a Digital Customer Success Strategy for Elevated Experiences"

Uncover the vital elements crucial for a thriving Digital Customer Success strategy. Dive deep into the power of data-driven insights, personalized customer journeys, and proactive support that not only enhance customer health and product adoption, but also help reduce churn and elevate organizational efficiency. During this time together, we will unravel crucial insights for constructing your digital customer success strategy, accompanied by real-world examples illustrating how to not only survive but flourish in the digital age. This will be a great opportunity to boost your digital customer success efforts, whether you're embarking on a new journey or looking to optimize existing efforts.

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Nádia Vieira - Manager, Global Digital Customer Success, LinkedIn

15:20 - 15:50

CS LEADERSHIP STAGE

"Unveiling the Journey to Customer Centricity: A Deep Dive into how Customer Success has Shaped a Customer-First Culture at Sitecore"

Discover the pivotal role of Customer Success in guiding the organization to connect the dots with establishing an end to end customer lifecycle and a Customer Centric approach. Join us as we delve into the strategic approach, actions taken, implementation insights, and the lasting impact of this customer-centric initiative.

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Lara Barnes - SVP Customer Success & Renewals, Sitecore

15:20 - 15:50

CS IN ACTION STAGE

FIRESIDE CHAT: "Effortless Experience - How to Make the Life of Our Customers Easier"

There is no doubt in anyone's mind that effortless customer experience not only increases customer loyalty but also leads to repeat business going beyond what customer delight can deliver. Many efforts, no pun intended, have been adopted to deliver effortless experience for customers. These have been driven by customer support (through self-service), CS through better onboarding among other things and the product itself by delivering an easy to use UX. Approaches that orient from making it easy for customers to engage, to minimising the need to engage. In this fireside chat, we will discuss how these different approaches have worked for companies, is there a certain approach that works in a certain situation and how can we get better at managing this.

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Moderated by Prasoon Ranjan - Director, Customer Success, Colt Technology Services

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Jacqueline Abernathy - VP of Customer Success, Juro

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Andy Barton - Global VP Client Services, Wrike

15:20 - 15:50

FIRESIDE CHAT: "The Hiring Wake Up Call: What We Can Expect in 2024”

CS HANDS-ON STAGE

The Tech market has suffered considerably over the last 18 month and the impact on the Customer Success profession has been significant. In this session, we’ll unpack the CS labour market and the key lessons learnt from 2023, and how you’ll need to adapt and respond to stay at the forefront of the industry. We’ll cover the high priority skills for hiring companies in 2024 as they strive for greater efficiency and better performance, and the roles that will be in high demand as the market stabilizes and we find a new normal.  

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Matt Myszkowski - Customer Success Leader

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Alan Fecamp - Director of Customer Success Practice, Zeren

15:50 - 16:10

 Afternoon Networking Break

16:10 - 17:00

PANEL DISCUSSION: "Embracing the New Era of Customer Success!"

PLENARY

Join us for the final panel discussion on the most thought provoking topics in Customer Success today, including the evolving role and value of Customer Success, impact of technology to fuel innovation and how CSMs can accelerate their growth to make themselves indispensable in the future. End the day’s events on a high note with this session to bring clarity, purpose, focus and positivity to 2024 and beyond!

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Moderated by Kay Mukherjee - Group Vice President, Customer Success, Splunk

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Perry Monaco - Head of Customer Success - Scaled Advisory Solutions, LinkedIn

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Gemma Cipriani-Espineira - CCO and Founder at CS Angel

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Adrian Beck - Vice President of Customer First, Okta

17:00 - 20:00

NETWORKING EVENT

at LEONARDO ROYAL HOTEL ST.PAUL'S



* There may be changes in the program and lecturers due to circumstances beyond our control.
We will make every effort to provide equivalent quality content.

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