We challenged three Customer Success (CS) leaders with an interactive scenario where they were dropped in as the new Head of Customer Success 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 discuss: how to segment an initial customer base and how to think about segmentation now and in the future; what early CS departments should be measured on and how to compensate Customer Success Managers (CSMs) and teach the company using these metrics; and what to focus on once the groundwork has been done.