Navigating and thriving in a remote work environment is essential for both customer success teams and customers alike.
And with the shift to remote work now becoming the norm, it's vital for CS teams to understand the unique challenges that come with it, and how to overcome them. Watch Jason Brown, Global Head of CS at Deel, Paulina Staszuk, Director of CS at Jane, and Andrew McAllister, VP of CS at SEON as they explore the best practices and strategies for building transparency, trust, and effective remote customer management.
They cover the most effective processes for a remote CS team to work effectively, strategies for managing remote teams, colleagues, and customers, the benefits of transparency in remote work and how it can bring teams closer together.
Christian Jakenfelds
Forecastable
Christian is a customer success and revenue leader with a flair for community-led growth. He currently serves as Senior Account Executive at Forecastable and Go-To-Network Evangelist at Commsor, helping companies drive revenue through trusted networks over traditional outreach. Previously, he spent nearly three years at Planhat, where he earned Top 25 CS Thought Leader recognition and played a key role in product-led research and GTM. Christian began his career at Tessian, rising from CSE to Customer Operations Manager while leading major U.S. accounts and building internal CS tooling. He brings a unique blend of operational depth, storytelling, and strategic thinking.
Jason Brown
deel
Jason is a global customer success and growth leader with over a decade of experience scaling post-sales organizations across high-growth SaaS companies. As Global Head of Customer Success at Deel, he built and led a 140+ person team, drove revenue from $3M to $275M+, and delivered a 3x increase in net revenue retention and average revenue per customer. Prior to Deel, he held executive roles at Directly and Entelo, where he built CS functions from the ground up and led teams across onboarding, support, and account management. He now serves as General Manager at Crusader Fence and is a Founding Partner at Berkeley Rivers Holding.
Paulina Staszuk
Jane
Paulina is a human-first customer experience leader with over a decade of experience spanning onboarding, support, and customer success. As Head of Customer Success at Supademo, she brings a strategic and people-centric lens to scaling post-sales functions. She previously led CX at Digitail and Jane.app, and served as Dean of Pavilion’s CSM School, mentoring the next generation of CS talent.
Andrew McAllister
Smartsheet
Andrew is a revenue and customer leader with over 15 years of experience driving scale across SaaS, cybersecurity, and the public sector. He currently serves as Director at Smartsheet, following customer leadership roles at SEON and Splunk, where he helped grow the business past $2B in ARR. Earlier in his career, he held senior transformation roles at the UK Ministry of Defence. Known for blending operational depth with cultural vision, Andrew builds high-performing teams that deliver outcomes at scale.
