MARCH 2024 | TEL AVIV
MARCH 2024 | TEL AVIV
MARCH 2024 | TEL AVIV
MARCH 2024 | TEL AVIV
MARCH 2024 | TEL AVIV
AGENDA
More Speakers & Sessions are coming soon!
07:30 - 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.
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.
Moderated by Peter Lyon - Chief Customer Officer, eDesk
Matt Myszkowski - Customer Success Leader
Rav Dhaliwal - Investor, Crane Venture Partners
10:10 - 10:30
Morning Networking Break
10:30 - 11:10
PANEL DISCUSSION: "Revolutionizing Customer Success: Driving Revenue Growth”
CS LEADRSHIP 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.
Moderated by Peter Lyon - Chief Customer Officer, eDesk
Bethany Ayers - Board Advisor at Peak & ToffeeAM, Co-host of The Operations Room
Sandy Yu - Growth Executive, Revenue CCO
10:30 - 11:10
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.
Moderated by Alex Farmer - CRO & CCO, Nezasa
11:15 - 11:45
"Commercialising Customer Success: a Fundamental Problem"
CS LEADRSHIP 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 ‘Monitizing’ 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 neclecting 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.
Remco De Vries - VP of Revenue Marketing, Gainsight
11:15 - 11:45
"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.
Ohad Biron - CEO & Co-Founder, Bagel
12:30 - 13:00
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.
Lara Barnes - SVP Customer Success & Renewals, Sitecore
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!
David Jackson - CEO, TheCustomer.Co
13:00 - 14:00
Lunch
14:00 - 14:40
PANEL DISCUSSION: "Strategies for Scaling CS/CX with AI”
CS LEADERSHIP STAGE
An interactive discussion and sharing of insights on how AI can boost CS and CX. This session will provide attendees with valuable insights and actionable strategies.
Moderated by Delia Visan - Customer Success Lead & Consultant, DRUID AI
Laura Hauser - VP of Marketing, Faculty AI
Omid Razavi - Founder of SuccessLab & SVP at Alluxio
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.
Moderated by Marija Skobe-Pilley - Founder, Women in Customer Success
Elodie O'Rourke - Global Customer Success Director, Financial Times
Laura Kightlinger - VP Customer Success, Seismic
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.
Kellie Lucas - Author, Coach and Consultant, The Customer Success Pioneer
Sue Nabeth Moore - Co-Founder, Success Chain
14:45 - 15:15
"Unlocking the Future of Work: Embracing Generative AI and the Copilot Approach"
CS LEADRSHIP 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.
Mollie Holland - Head of Customer Success and Support, DevRev
15:15 - 15:40
Afternoon Networking Break
15:40 - 16:10
"What Does Scale Really Mean for Your Customer Success Organization?"
CS LEADRSHIP 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
15:40 - 16:10
FIRESIDE CHAT: "The Hiring Wake Up Call: What We Can Expect in 2024”
CS IN ACTION 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.
Matt Myszkowski - Customer Success Leader
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Alan Fecamp - Director of Customer Success Practice, Zeren
15:40 - 16:10
MASTERCLASS: "You Don't Have to Be a Seller to Drive Revenue"
CS HANDS-ON STAGE
CSMs have significant assets at their disposal – their professionalism, relationships, and trusted advisor position. Now, how can they leverage these to become a major revenue contributor? CSMs can “bake” the opportunity and allow Sales to close the deal quickly and successfully. What are the main ingredients? Mainly, the ability to identify, qualify, and quantify the opportunities based on knowledge of the customer needs and the product/solution deployed. In this session, I will present the steps and actions CSMs and their leaders can follow to drive new revenue. 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
16:15 - 17:00
PLENARY
PANEL DISCUSSION: Customer Success - The Rise
Coming Soon!
17:30 - 20:00
NETWORKING EVENT
Location TBA