In the ever-changing business landscape, the role of Customer Success has become more crucial than ever. None of us could have anticipated the events of this year, so how do we prepare for the future?
Watch our end of year panel where three industry experts, Layton Chaney, Rachel Provan, and Nehal Patel, will enhance your understanding of Customer Success and its impact on your business as we move into 2024.
Watch the session to gain insights on:
Articulating the value of Customer Success to stakeholders
Seizing the spotlight on Customer Success
Aligning customer needs with your business objectives
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.
Layton Chaney
BetterGrowth
Layton is the Founder and Chief Experience Officer of BetterGrowth, which advises founders, Fortune 50-500s, and C-suites on building customer-centric companies that scale. With over two decades of experience, Layton has led customer success, advocacy, and operations at high-growth SaaS companies including ChatID, Shopgate, AskNicely, and Bond. A recognized thought leader in CX, Layton also serves as Dean of CCO School at Pavilion and co-founded the Upstate SC LGBT+ Chamber.
Rachel Provan
Provan Success
Rachel is the Founder and CEO of Provan Success, where she coaches emerging Customer Success leaders and teams to accelerate performance and career growth. With over 15 years of experience in CS leadership—including Director roles at Doodle, Fidelus, and Arago—she has built and scaled global post-sales teams from the ground up. Through her CS Leadership Academy, she’s helped over 200 leaders achieve promotions, salary increases, and high-impact results, blending strategic rigor with deep empathy and a passion for people development.
Nehal Patel
LiftLab
Nehal is a seasoned customer success executive with over 15 years of experience leading global post-sales, onboarding, and support functions in high-growth SaaS environments. Most recently Chief Customer Officer at LiftLab, she scaled CS operations, cut churn by 10%, and doubled pipeline conversion through data-driven GTM and onboarding strategy. She previously held leadership roles at Fetcher, Ad-Lib, and Visual IQ, consistently driving retention, revenue expansion, and operational scale across enterprise accounts through strategic alignment and customer-centric execution.
