It's one thing to start a CS organization and another to scale it. And this is even more true when the size of your customers is increasing at the same time.
You're learning how to serve enterprise customers while your own start-up is becoming an enterprise itself. We're excited to be joined by Jennifer Murray, VP of Customer Experience at Nitro, William Goff, VP of Customer Success at Partnerize, and Mikko Honkanen, Co-Founder of Vainu who will share their experiences and best practices on scaling a CS organization.
They discuss: how CS changes as your organization grows, the skillset of an Enterprise CSM, how to know the evolving needs of your customers, and the challenges of going global.
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.
Jennifer Murray
Nitro Software, Inc.
Jennifer is SVP of Customer Experience at Nitro, where she leads Customer Success, Solutions Engineering, and Support. She joined in 2016 to build the CS function from the ground up and has since scaled the team into a global, end-to-end customer organization. With over 15 years of experience in CS leadership at companies like C3 IoT, Zynga, and eBay, Jennifer brings a strong track record of driving business strategy through user experience data. Her focus on insight-led execution and cross-functional alignment has made her a key driver of customer growth and retention at every stage.
William Goff
Partnerize
William is a seasoned customer success leader with over 15 years of experience scaling global teams and driving revenue growth. As Head of Global Customer Success at Tigerhall, he leads go-to-market initiatives that boost retention and expand U.S. presence. Previously, he led customer success at Partnerize, delivering a 60% NPS. With a strategic, hands-on approach, William builds high-impact teams that elevate customer experience and long-term business outcomes.
Mikko Honkanen
Vainu
Mikko is the Co-founder of Vainu, a predictive lead scoring platform helping B2B companies enrich their data and drive smarter sales. With over 20 years of experience spanning SaaS, media, and business development, he previously led regional operations at Meltwater, including P&L ownership across North America and the Nordics. Mikko has built and scaled teams internationally, blending strong commercial acumen with a deep understanding of sales tech and data. He also serves on the board of Trustmary.
