Have you ever wondered what it takes to be a Head of Customer Success (CS)?
We challenged three CS leaders with an interactive scenario where they were dropped in as the new Head of CS 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 CSMs and teach the company using these metrics; and what to focus on once the groundwork has been done.
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.
Morika Georgieva
Permutive
Morika is a customer success and operations leader with over 10 years of experience driving global post-sales strategy in high-growth SaaS companies. At Workiva, she leads enterprise customer success across EMEA, building strategic programs for top-tier accounts. Previously, she served as Global Director of Customer Success & Operations at Permutive, where she scaled a global CS and solutions team, led NRR and NPS gains, and implemented Planhat for CS operations. Her leadership blends strategic planning, team enablement, and enterprise engagement.
Iram Cook-Monie
Minimum
Iram is a customer success leader with close to a decade of experience scaling teams and driving adoption in high-growth SaaS and fintech companies. At Minimum, she leads the customer function, supporting enterprise climate strategy initiatives. She previously served as Head of Customer Success at Mosaic Smart Data and built the CS team from scratch at Orbital Witness, where she was the company’s first post-sales hire. With a background spanning success and enterprise sales, Iram brings a sharp commercial mindset and a deep focus on helping customers extract long-term value.
Robyn Tully
Natterbox
Robyn is a customer experience and communications expert with over 10 years of experience across customer success, cloud platforms, and service operations. As Managing Director of Empowerful Consultancy, she advises organizations on optimizing their CX and cloud communications strategies, with a focus on measurable impact and team performance. Previously, she led global customer success at Natterbox and held senior roles at Vonage and Gala Coral Group.
