After years of growing as a practice and department we are seeing Customer Success (CS) being asked to prove it's connection to value and revenue generation. Some companies are able to show this, while others are being forced to restructure their CS departments and approach in light of the current market. Our main question is, with these changes occurring, where will the pendulum stop for CS? Will CS move away from being a core business function? Or will it soon swing back and prove that it is vital to increase customer revenue in both the good and the bad times?
After years of growing as a practice and department we are seeing Customer Success (CS) being asked to prove it's connection to value and revenue generation. Some companies are able to show this, while others are being forced to restructure their CS departments and approach in light of the current market. Our main question is, with these changes occurring, where will the pendulum stop for CS? Will CS move away from being a core business function? Or will it soon swing back and prove that it is vital to increase customer revenue in both the good and the bad times?
Watch Greg Daines, founder and CEO of ChurnRX, Shanta Bodhan, Director of Customer Success at ArborXR, and Seth Johnson, VP of Customer Experience at LearnUpon as they discuss the questions: how can CS leaders demonstrate their value throughout the business? will we see the return of Account Management instead of Customer Success? what is the 'right' version of CS, now and in the future?
Christian Jakenfelds
Christian Jakenfelds
Go To Market & Field Researcher
Go To Market & Field Researcher
Planhat
Christian is a GTM and Field researcher in the customer success space. He was previously a Customer Operations Manager at Tessian, where he co led the product committee. He is also host to a series of popular thought leadership shows, including CSNext and CS Hotseat, and was recognised as one of the Top 25 CS Thought Leaders in 2022.
Greg Daines
Greg Daines
Founder and CEO
Founder and CEO
Greg Daines is the founder and CEO of ChurnRX, a partner for organizations looking to reduce churn and improve customer engagement. A recognized expert in customer growth and strategy, he is known for his thought-provoking and data-driven approach. Throughout his career as both a founder and executive, he has regularly challenged the conventional way of thinking to drive breakthrough transformations for companies.
Shanta Bodhan
Shanta Bodhan
Director of CS
Director of CS
Shanta Bodhan is an experienced leader of international Customer Success teams, proficient in driving value for customers through data-backed insights. As Director of CS at ArborXR, a platform to manage and scale AR & VR Devices, she leads both CS and Support functions to deliver seamless customer experiences.
Seth Johnson
VP Customer Experience
VP Customer Experience
LearnUpon
Seth has held a wide range of customer-facing roles in services and technology for 25+ years, including 12+ years serving customers in education and learning. He's been part of organizations ranging from early-stage startups to fully scaled businesses. He particularly loves leading post-sales teams in scaling businesses focused on helping customers get real business results from technology.
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