30 minutes

Being the first CSM at a company

Being the first CSM at a company can be a dream with limitless possibilities, or a nightmare with unclear objectives. Nonetheless, it’s a challenge many will (hopefully?) face during a career within CS. So how should you tackle it?

We have invited Lauren Cumming, Director of CS at Candu, and Liz Stephany, Director of CS at Close who will share their experiences and best practices on being the first CSM at a software company.


Watch the session to learn:

  • what it really means to be the first CSM

  • how to take control of the customer base

  • how to hire a team & set yourself up for the leadership role



Watch the recording

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About the speakers

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.

Gurprem Sagoo

Customer Success Operations Manager, Planhat

Moderator

Gurprem has worked in the customer success space for over a decade and was awarded CSM of the year in 2022. Prior to Planhat, he was a Strategic Customer Success Manager at Box, where he provided CS best practices for the wider team.

Lauren Cumming

Director of Customer Success, Candu

Lauren Cumming has only ever been the first Customer Success hire over her eight years of experience working in early-stage SaaS companies. Most recently, she spent four years scaling the CS team at Fixflo and is now Director of CS at Candu, where she is once again building a CS function from scratch. Lauren loves to connect with other CS professionals and hopes to bring back face to face networking events to London with CSM LDN soon!

Lauren Cumming

Director of Customer Success, Candu

Lauren Cumming has only ever been the first Customer Success hire over her eight years of experience working in early-stage SaaS companies. Most recently, she spent four years scaling the CS team at Fixflo and is now Director of CS at Candu, where she is once again building a CS function from scratch. Lauren loves to connect with other CS professionals and hopes to bring back face to face networking events to London with CSM LDN soon!

Lauren Cumming

Director of Customer Success, Candu

Lauren Cumming has only ever been the first Customer Success hire over her eight years of experience working in early-stage SaaS companies. Most recently, she spent four years scaling the CS team at Fixflo and is now Director of CS at Candu, where she is once again building a CS function from scratch. Lauren loves to connect with other CS professionals and hopes to bring back face to face networking events to London with CSM LDN soon!

Lauren Cumming

Director of Customer Success, Candu

Lauren Cumming has only ever been the first Customer Success hire over her eight years of experience working in early-stage SaaS companies. Most recently, she spent four years scaling the CS team at Fixflo and is now Director of CS at Candu, where she is once again building a CS function from scratch. Lauren loves to connect with other CS professionals and hopes to bring back face to face networking events to London with CSM LDN soon!

Liz Stephany

Director of Customer Success, Close

Liz Stephany was the first CSM at Close six years ago. Today, she leads their Customer Success team that she built from the ground up and uses data-driven strategy and consultative experience to coach salespeople and teams on revenue-generating strategies. Liz is an attorney by education, but working in technology is her passion.

Liz Stephany

Director of Customer Success, Close

Liz Stephany was the first CSM at Close six years ago. Today, she leads their Customer Success team that she built from the ground up and uses data-driven strategy and consultative experience to coach salespeople and teams on revenue-generating strategies. Liz is an attorney by education, but working in technology is her passion.

Liz Stephany

Director of Customer Success, Close

Liz Stephany was the first CSM at Close six years ago. Today, she leads their Customer Success team that she built from the ground up and uses data-driven strategy and consultative experience to coach salespeople and teams on revenue-generating strategies. Liz is an attorney by education, but working in technology is her passion.

Liz Stephany

Director of Customer Success, Close

Liz Stephany was the first CSM at Close six years ago. Today, she leads their Customer Success team that she built from the ground up and uses data-driven strategy and consultative experience to coach salespeople and teams on revenue-generating strategies. Liz is an attorney by education, but working in technology is her passion.

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