One of the quickest ways to scale your Customer Success department, is through education and training. On top of this, when you invest in your people you are directly investing in your customers' experience.
We have invited three industry experts to learn how to engage, train and develop your CS team.
Join Andrew Marks, Co-Founder of SuccessCoaching, Vijay Mehrotra, Professor of Business Analytics and Information Systems at the University of San Francisco and Sam Loveland, VP of Customer Success at ServiceNow as they discuss: why CS education is important, how to train your team as a CS leader, and the future of CS education.
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.
Andrew Marks
SuccessHACKER
Andrew is a customer success leader and educator with over 20 years of experience in SaaS. He is the Founder, Chief Revenue Officer, and Chief Customer Officer of SuccessHACKER, where he’s spent nearly a decade helping companies scale retention, revenue, and CS capability through SuccessCOACHING. Prior to that, he held leadership and advisory roles across product, go-to-market, and customer strategy in the industrial IoT space. Known for his structured thinking and practitioner-first mindset, Andrew is a recognized voice in the CS community.
Vijay Mehrotra
University of San Francisco
Vijay is a professor of Business Analytics and Information Systems at the University of San Francisco, where he brings over 30 years of experience in operations research, data-driven decision-making, and business process improvement. His career spans academia and industry, including leadership roles such as Vice President of Solutions at Blue Pumpkin and Co-Founder of Onward Inc., a consulting firm specializing in mathematical modeling. Vijay is known for bridging technical depth with practical impact, and for his people-centered approach to teaching and analytics.
Sam Loveland
ServiceNow
Sam is Chief Customer Officer at Salesloft, bringing with her over 25 years of leadership experience across enterprise SaaS. Prior to joining Salesloft, she led global customer success at ServiceNow, where she scaled a worldwide team spanning success managers, success architects, and platform experts, significantly boosting product adoption and NPS. Sam has also held leadership roles at HelloSign, xMatters, Microsoft, and Deloitte.
