The State of Customer Management 2023

Kaveh Rostampor

CEO & Co-Founder

Planhat

Kaveh is the CEO and Co-founder of Planhat, where he has led the company’s growth from an early-stage startup into a global SaaS business serving over 500 customers with 200+ employees across 30+ countries. He brings nearly two decades of experience scaling international software organizations, including 14 years at Meltwater, where he built and led the global customer success function before heading up the Americas business as EVP. Kaveh also serves as a board member for public and private companies including Cint and Macrobond Financial, advising on go-to-market, data strategy, and global expansion.

Kaveh Rostampor

CEO & Co-Founder

Planhat

Kaveh is the CEO and Co-founder of Planhat, where he has led the company’s growth from an early-stage startup into a global SaaS business serving over 500 customers with 200+ employees across 30+ countries. He brings nearly two decades of experience scaling international software organizations, including 14 years at Meltwater, where he built and led the global customer success function before heading up the Americas business as EVP. Kaveh also serves as a board member for public and private companies including Cint and Macrobond Financial, advising on go-to-market, data strategy, and global expansion.

Kaveh Rostampor

CEO & Co-Founder

Planhat

Kaveh is the CEO and Co-founder of Planhat, where he has led the company’s growth from an early-stage startup into a global SaaS business serving over 500 customers with 200+ employees across 30+ countries. He brings nearly two decades of experience scaling international software organizations, including 14 years at Meltwater, where he built and led the global customer success function before heading up the Americas business as EVP. Kaveh also serves as a board member for public and private companies including Cint and Macrobond Financial, advising on go-to-market, data strategy, and global expansion.

Tracy Shouldice

Director of Customer Success

Trend Micro

Tracy is a seasoned Customer Experience (CX) professional with almost 40 years' experience in technology firms and research & advisory services, including over 13 years at Trend Micro where he currently holds the position of Director of Industry Analyst Relations Operations. Before Trend Micro, Tracy held senior advisor positions at Forrester in both the CIO Group and Customer Experience Council.

Tracy Shouldice

Director of Customer Success

Trend Micro

Tracy is a seasoned Customer Experience (CX) professional with almost 40 years' experience in technology firms and research & advisory services, including over 13 years at Trend Micro where he currently holds the position of Director of Industry Analyst Relations Operations. Before Trend Micro, Tracy held senior advisor positions at Forrester in both the CIO Group and Customer Experience Council.

Tracy Shouldice

Director of Customer Success

Trend Micro

Tracy is a seasoned Customer Experience (CX) professional with almost 40 years' experience in technology firms and research & advisory services, including over 13 years at Trend Micro where he currently holds the position of Director of Industry Analyst Relations Operations. Before Trend Micro, Tracy held senior advisor positions at Forrester in both the CIO Group and Customer Experience Council.

Bianca Ker

Head of Global Operations & CS

Tagger by Sprout Social

Bianca is a global customer success leader with over 10 years of experience driving post-sales growth in SaaS and marketing tech. At Tagger, she serves as Head of Global Operations & CS, where she joined the executive team pre-Series A and played a key role in the company’s acquisition by Sprout Social. Previously, she led global customer success at Tagger, and has held senior roles at Panoramic and Snaps (exited to Quiq). Known for aligning CS with strategic outcomes, Bianca brings operational depth, GTM insight, and a sharp focus on customer expansion.

Bianca Ker

Head of Global Operations & CS

Tagger by Sprout Social

Bianca is a global customer success leader with over 10 years of experience driving post-sales growth in SaaS and marketing tech. At Tagger, she serves as Head of Global Operations & CS, where she joined the executive team pre-Series A and played a key role in the company’s acquisition by Sprout Social. Previously, she led global customer success at Tagger, and has held senior roles at Panoramic and Snaps (exited to Quiq). Known for aligning CS with strategic outcomes, Bianca brings operational depth, GTM insight, and a sharp focus on customer expansion.

Bianca Ker

Head of Global Operations & CS

Tagger by Sprout Social

Bianca is a global customer success leader with over 10 years of experience driving post-sales growth in SaaS and marketing tech. At Tagger, she serves as Head of Global Operations & CS, where she joined the executive team pre-Series A and played a key role in the company’s acquisition by Sprout Social. Previously, she led global customer success at Tagger, and has held senior roles at Panoramic and Snaps (exited to Quiq). Known for aligning CS with strategic outcomes, Bianca brings operational depth, GTM insight, and a sharp focus on customer expansion.

Michele Conway-Scro

Director of Business Development

Myadvice

Michele is a dynamic business development and customer success leader with over 12 years of experience driving growth in SaaS and digital marketing. At MyAdvice, she currently leads as Director of Practice Growth, following roles as Senior Director of Customer Success and Director of Onboarding. She’s known for scaling client engagement functions, building operational rigor across teams, and aligning commercial strategy with customer impact.

Michele Conway-Scro

Director of Business Development

Myadvice

Michele is a dynamic business development and customer success leader with over 12 years of experience driving growth in SaaS and digital marketing. At MyAdvice, she currently leads as Director of Practice Growth, following roles as Senior Director of Customer Success and Director of Onboarding. She’s known for scaling client engagement functions, building operational rigor across teams, and aligning commercial strategy with customer impact.

Michele Conway-Scro

Director of Business Development

Myadvice

Michele is a dynamic business development and customer success leader with over 12 years of experience driving growth in SaaS and digital marketing. At MyAdvice, she currently leads as Director of Practice Growth, following roles as Senior Director of Customer Success and Director of Onboarding. She’s known for scaling client engagement functions, building operational rigor across teams, and aligning commercial strategy with customer impact.

The State of Customer Management 2023

The State of Customer Management 2023