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 where 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.
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 where 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.
Should customer success own EVERYTHING that happens post-initial purchase? Are customer success follow/influencer lists now just popularity awards? Must Business Reviews (EBR/QBRs) occur every quarter? Must customer success teams have their own tech stack? Do people make customer success too complicated? Should every CSM have variable compensation on 3 things: renewal, expansion, and advocacy? Are a lot of Customer Success teams just rebranded Support teams?
Christian Jakenfelds
Christian Jakenfelds
Go To Market & Field Researcher
Go To Market & Field Researcher
Planhat
Christian is a GTM and Field researcher in the customer success space. He was previously a Customer Operations Manager at Tessian, where he co led the product committee. He is also host to a series of popular thought leadership shows, including CSNext and CS Hotseat, and was recognised as one of the Top 25 CS Thought Leaders in 2022.
Emmanuel Malanda
Emmanuel Malanda
Global Head of Customer Success
Global Head of Customer Success
Adenza
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
Kevin Chang
Head of Customer Success
Head of Customer Success
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 while leading a team of CSMs 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
CEO, CSM
CEO, CSM
Practice
Irit Eizips is a world-renowned expert in customer retention and upsell strategies, and is often featured as a speaker at conferences and Customer Success publications. She has been shaping Customer Success methodologies and has been nominated as a top Customer Success strategist and influencer, year after year since 2013.
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© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
Resources
Customers
© 2025 Planhat AB
