CS-session: Let’s break the echo chamber

At Planhat, we love the customer success space, and we want to be a part of driving the conversations in the space forward.

Why? Because it’s by pushing forward the conversation that we challenge our preconceptions and grow as a field, together.

With that in mind, we’ve organized a webinar with three experts to explore the CS topics that most teams shy away from. Watch the session to learn if:

1. Customer Success should own EVERYTHING that happens post-initial purchase

2. Customer Success follow/influencer lists are now just popularity awards

3. Business Reviews (EBR/QBRs) MUST occur every quarter

4. Customer Success teams MUST have their own tech stack

5. People make customer success too complicated. Every CSM should have variable compensation on 3 things: renewal, expansion, and advocacy. That's it.

6. A lot of Customer Success teams are just rebranded Support teams

Moderator:

Christian Jakenfelds has had multiple different customer-facing roles. He joined Tessian as one of their first CSMs and this is where he saw how CS is the engine for growth in SaaS businesses. He now works with Planhat in the UK market and has been named one of the top 25 CS Influencers in 2021.

Speakers:

Emmanuel Malanda is the Global Head of Customer Success at Adenza. He is extremely passionate about customers and equally passionate about aligning the whole organisation in meeting customer’s needs. He is energized by continuously looking at the customer’s experience by reducing friction, by equipping his teams through continuous professional development and most importantly, he loves creating an environment that is fun, safe and enjoyable.

Kevin Chang is Head of Customer Success at V7. Previously he was a founding member of the EMEA CS team at AppDynamics, going from CSM with a 187% NRR to running CS Strategy, Operations, and Enablement (training 600+ people in the process) while leading a team of Customer Success Managers and Engineers. A total customer champion and management theory nerd, Kevin advocates a situational framework for CS which gives CSMs the tools to work out what to do, rather than telling them what to do.

Irit Eizips, Chief Customer Officer & CEO at CSM Practice, is a world-renowned expert in customer retention and upsell strategies. She was nominated Top Customer Success strategist and influencer, year after year since 2013 for her contributions in shaping CS methodologies. Irit frequently produces thought leadership on her YouTube channel and is often featured as a speaker at conferences and Customer Success publications.

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