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. We discuss questions as wide-ranging as:
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
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.
Emmanuel Malanda
Nasdaq
Emmanuel is a global customer success executive with over 15 years of experience leading post-sales strategy and delivery across fintech and enterprise SaaS. As Vice President and Global Head of Client Success Management at Nasdaq, he oversees the full customer lifecycle for FinTech clients—from onboarding and adoption to retention and growth. Prior to Nasdaq, Emmanuel held global leadership roles at Adenza, Calypso Technology, and FIS, where he built scalable CS frameworks and drove enterprise outcomes across complex client portfolios. He brings a strong combination of operational excellence, strategic vision, and client-centric leadership on a global scale.
Kevin Chang
Joy
Kevin is a customer experience leader with deep expertise in scaling post-sales functions across SaaS and medtech. As Head of Customer Success at V7, he built the CS organization from the ground up—leading customer success, support, and implementation while driving 130%+ NRR and supporting a $30M Series A in a volatile market. Prior to V7, Kevin was a founding member of AppDynamics’ EMEA CS team, where he advanced from individual contributor to leading CS strategy, operations, and enablement. He brings a thoughtful, theory-driven approach to customer success, empowering teams through structured autonomy and situational coaching.
Irit Eizips
CSM Practice
Irit is a world-renowned expert in customer retention and upsell strategy, with over a decade of experience shaping modern Customer Success practice. Since 2014, she has served as Chief Customer Officer and CEO of CSM Practice, leading global engagements that help B2B companies reduce churn, drive expansion, and embed customer-centricity at scale. Earlier in her career, she was Head of Solutions Consulting at Gainsight. Regularly featured in industry publications and on stage at global CS events, Irit has been named a top strategist and influencer every year since 2013.
