Have you ever wondered what it takes to be a VP of Customer Success (CS)?
We challenged three CS leaders with an interactive scenario where they are dropped in as the new VP 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 cover how to: teach your organization to forecast churn, renewals and expansions; compensate your CS team depending on their responsibilities and geographies; and create a repeatable winback playbook for your biggest customers.
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.
Nicole Baxby
VP Customer Success
Nicole is the Vice President of Customer Success at Quantifind, bringing 20 years of experience driving client impact across fintech, SaaS, and cybersecurity. She previously held senior leadership roles at IRONSCALES and Featurespace, where she led global customer success strategies through periods of rapid growth. With a background spanning account advising to executive leadership, Nicole is known for her ability to scale post-sales functions, champion customer retention, and lead high-performing teams across global markets.
Nick Chang
VP Global CS
Aryaka
Nick is a veteran customer success and experience executive with over 25 years of global leadership in SaaS, XaaS, and enterprise tech. As Vice President of Customer Experience at ZEDEDA, he oversees all customer lifecycle programs—from onboarding to expansion—to drive long-term value and retention. He’s held senior roles at Aryaka, Palo Alto Networks, and HPE, consistently scaling teams and improving net revenue retention. Nick brings deep expertise in customer advocacy, CLV optimization, and service delivery at scale.
Malin Skoglund
VP Customer Success, Americas
Planhat
Malin brings over 15 years of experience scaling SaaS businesses across global markets. Before joining Planhat, she spent nearly a decade at Meltwater, where she rose to Vice President overseeing a $50M+ ARR portfolio and a 100+ person team across six countries—playing a key role in both the company’s growth to $400M+, and its subsequent IPO. With deep expertise in both sales and post-sales, Malin blends sharp commercial instincts with no-nonsense leadership, consistently building high-performing teams through every stage of scale.
