1 hour

How to scale CS from start-up to enterprise

It’s one thing to start a CS organization and another to scale it. And this is even more true when the size of your customers is increasing at the same time. You’re learning how to serve enterprise customers while your own start-up is becoming an enterprise itself.

We're excited to be joined by Jennifer Murray, VP of Customer Experience at Nitro, William Goff, VP of Customer Success at Partnerize, and Mikko Honkanen, Co-Founder of Vainu who will share their experiences and best practices on scaling a CS organization.

Watch the session to learn about:

  • how CS changes as your organization grows

  • the skillset of an Enterprise CSM

  • how to know the evolving needs of your customers

  • the challenges of going global

About the speakers

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

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.

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

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.

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

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.

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

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.

Jennifer Murray

VP Customer Experience, Nitro

Jennifer Murray joined Nitro in 2016 to launch the Customer Success function, and now oversees the end-to-end customer experience, including Customer Success, Solutions Engineering and Customer Support with over 15 years of experience leading Customer Success teams at organizations including C3 IoT, Zynga, and eBay, Jennifer has a proven track record of driving business strategy through user experience data.

Jennifer Murray

VP Customer Experience, Nitro

Jennifer Murray joined Nitro in 2016 to launch the Customer Success function, and now oversees the end-to-end customer experience, including Customer Success, Solutions Engineering and Customer Support with over 15 years of experience leading Customer Success teams at organizations including C3 IoT, Zynga, and eBay, Jennifer has a proven track record of driving business strategy through user experience data.

Jennifer Murray

VP Customer Experience, Nitro

Jennifer Murray joined Nitro in 2016 to launch the Customer Success function, and now oversees the end-to-end customer experience, including Customer Success, Solutions Engineering and Customer Support with over 15 years of experience leading Customer Success teams at organizations including C3 IoT, Zynga, and eBay, Jennifer has a proven track record of driving business strategy through user experience data.

Jennifer Murray

VP Customer Experience, Nitro

Jennifer Murray joined Nitro in 2016 to launch the Customer Success function, and now oversees the end-to-end customer experience, including Customer Success, Solutions Engineering and Customer Support with over 15 years of experience leading Customer Success teams at organizations including C3 IoT, Zynga, and eBay, Jennifer has a proven track record of driving business strategy through user experience data.

William Goff

VP Customer Success, Partnerize

William Goff is the VP of Customer Success at Partnerize, a software platform and service company that enables brands to manage and optimize their partnership channel. Will joined Partnerize as the first customer-focused employee and, over the subsequent ten years, has built and led teams across the entire post-sale customer life cycle in Europe, JAPAC, and most recently in the US.

William Goff

VP Customer Success, Partnerize

William Goff is the VP of Customer Success at Partnerize, a software platform and service company that enables brands to manage and optimize their partnership channel. Will joined Partnerize as the first customer-focused employee and, over the subsequent ten years, has built and led teams across the entire post-sale customer life cycle in Europe, JAPAC, and most recently in the US.

William Goff

VP Customer Success, Partnerize

William Goff is the VP of Customer Success at Partnerize, a software platform and service company that enables brands to manage and optimize their partnership channel. Will joined Partnerize as the first customer-focused employee and, over the subsequent ten years, has built and led teams across the entire post-sale customer life cycle in Europe, JAPAC, and most recently in the US.

William Goff

VP Customer Success, Partnerize

William Goff is the VP of Customer Success at Partnerize, a software platform and service company that enables brands to manage and optimize their partnership channel. Will joined Partnerize as the first customer-focused employee and, over the subsequent ten years, has built and led teams across the entire post-sale customer life cycle in Europe, JAPAC, and most recently in the US.

Mikko Honkanen

Co-founder, Vainu

Mikko Honkanen is the Co-Founder of Vainu, a Helsinki-based company data platform. He is also a board member of three other software companies: Trustmary, Sniffie, and Tahto Group. Mikko has spent the past 15 years building, scaling, and managing Software as a Service companies in the Nordics, Central Europe, and in the USA.

Mikko Honkanen

Co-founder, Vainu

Mikko Honkanen is the Co-Founder of Vainu, a Helsinki-based company data platform. He is also a board member of three other software companies: Trustmary, Sniffie, and Tahto Group. Mikko has spent the past 15 years building, scaling, and managing Software as a Service companies in the Nordics, Central Europe, and in the USA.

Mikko Honkanen

Co-founder, Vainu

Mikko Honkanen is the Co-Founder of Vainu, a Helsinki-based company data platform. He is also a board member of three other software companies: Trustmary, Sniffie, and Tahto Group. Mikko has spent the past 15 years building, scaling, and managing Software as a Service companies in the Nordics, Central Europe, and in the USA.

Mikko Honkanen

Co-founder, Vainu

Mikko Honkanen is the Co-Founder of Vainu, a Helsinki-based company data platform. He is also a board member of three other software companies: Trustmary, Sniffie, and Tahto Group. Mikko has spent the past 15 years building, scaling, and managing Software as a Service companies in the Nordics, Central Europe, and in the USA.

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