The challenges and opportunities facing customer success in 2022 have been exciting and immense.
Yet, with pressure being exerted on CS teams – from many different angles – the state of customer success and how to navigate short term obstacles is high on the agenda.
Nonetheless, as our panel of experts will explore, the long-term outlook for customer success is buoyant. Indeed, now is the time to restart and rebuild teams that will be successful, not only in 2023, and not just in 2024 but five years from now. Watch our end of year panel discussion as, Daphne Lopes, Head of Customer Success at HubSpot, Jeff Heckler, Director of Customer Success Solutions at MarketSource, Violaine Yziquel, Director of Customer Success at Slack, and Chris Regester, Chief Customer Officer at Planhat discuss the biggest issues affecting customer success.
They'll cover how to build the optimal customer success structure, the future of product-led growth, why we are (still) not measuring customer outcomes, and the next 5 years in customer success.
Christian Jakenfelds
Senior Account Executive
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.
Daphne Lopes
Global Director, Customer Success
HubSpot
Daphne is a global customer success executive with over 10 years of experience building retention and growth systems for B2B SaaS. At HubSpot, she serves as Global Director of Customer Success for Strategic Accounts, where she leads initiatives to drive value and deepen relationships across the company’s largest customers. She has scaled CS teams through multiple leadership roles at HubSpot, and also advises early-stage companies on growth and customer strategy. Daphne brings a unique blend of enterprise focus, operational scale, and customer-centric thinking to every stage of the post-sales journey.
Jeff Heckler
Director of Customer Success
Jurny
Jeff is a seasoned customer success leader with over 20 years of experience leading global revenue and customer-facing teams at companies including SAP, Accenture, and Stanford Health Care. He currently serves as Director of Customer Success at Jurny, where he is reshaping the CS function through team restructuring, onboarding frameworks, and data-driven insights. Previously, he led Customer Success Solutions at MarketSource, overseeing GTM strategy and operations for a $200M+ business. Jeff has also held senior roles at Pipedrive and SnapLogic, and has been recognized as a Top 25 CS Influencer and One to Watch in SaaS.
Violaine Yziquel
Director of Customer Success
Slack
Violaine is Chief Customer Officer at Fyxer AI, with over 20 years of global experience in customer success, operations, and product strategy. She has led high-performing teams at companies like Staffbase, Slack, Box, and Digiplug, and previously founded and served as CEO of the Customer Success Network. Known for driving scale and impact across EMEA and the U.S., Violaine blends strategic vision with deep operational expertise to deliver exceptional customer outcomes in fast-moving SaaS environments.
