Have you ever wondered what it takes to be a Chief Customer Officer (CCO)?
We challenged three CS leaders with an interactive scenario where they are dropped in as the new CCO at a fast-scaling SaaS company. Watch them discuss how they'd face each task, share their thought process and answer questions from the audience as we go.
They cover: how to build a customer centric organization, manage customer commitments made by other departments, forecast with the addition of new products, services or markets, and develop your team into future CS leaders.
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.
Alex Farmer
Nezasa
Alex is a seasoned customer success and commercial leader with over 10 years of experience scaling post-sales teams and driving revenue in SaaS and enterprise tech. At Nezasa, he serves as Chief Commercial and Chief Customer Officer, overseeing global sales, success, onboarding, and revenue operations. Previously, he was VP of Customer Success at Cognite, where he built a global post-sales organization for industrial AI deployments. Alex also founded Customer Success Excellence, the first awards program for the CS profession, which exited to Hook in 2025.
Jennifer Yorke
Omertria
Jennifer is Chief Customer Officer at Ometria, where she leads global post-sales teams across success, support, and services. With nearly 15 years in customer leadership, she’s helped scale high-growth tech companies through moments of transformation—launching EMEA success at Hootsuite, evolving customer teams at Box and Bazaarvoice, and mentoring early-stage startups through Seedcamp. At Ometria, she’s built a customer engine that pairs operational rigor with a people-first ethos, empowering teams to think differently and drive meaningful outcomes for retail brands.
Gonzalo Cayo
Firm360
Gonzalo is a customer success and operations executive with over 15 years of experience scaling SaaS businesses across product, GTM, and post-sales functions. He currently serves as Chief Customer Officer at Firm360 and previously held the same role at Hivebrite, where he led global customer success and scaled operations across 1,200+ clients. Earlier in his career, Gonzalo drove product strategy at Oracle and AsTech, overseeing portfolios exceeding $200M. He brings commercial rigor, operational depth, and executive leadership to every phase of the customer lifecycle.
