58 minutes
Let’s break the echo chamber
At Planhat, we love the customer success space, and we want to be a part of driving the conversations in the space forward.
Why? Because it’s by pushing forward the conversation where we challenge our preconceptions and grow as a field, together.
With that in mind, we’ve organized a webinar with three experts to explore the CS topics that most teams shy away from.
Watch the session to learn if:
customer success should own EVERYTHING that happens post-initial purchase
customer success follow/influencer lists are now just popularity awards
Business Reviews (EBR/QBRs) MUST occur every quarter
customer success teams MUST have their own tech stack
people make customer success too complicated
every CSM should have variable compensation on 3 things: renewal, expansion, and advocacy
a lot of Customer Success teams are just rebranded Support teams
Watch the recording
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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.
Emmanuel Malanda
Global Head of Customer Success, Adenza
Emmanuel Malanda is the Global Head of Customer Success at Adenza. He is extremely passionate about customers and equally passionate about aligning the whole organisation in meeting customer’s needs. He is energized by continuously looking at the customer’s experience by reducing friction, by equipping his teams through continuous professional development and most importantly, he loves creating an environment that is fun, safe and enjoyable.
Emmanuel Malanda
Global Head of Customer Success, Adenza
Emmanuel Malanda is the Global Head of Customer Success at Adenza. He is extremely passionate about customers and equally passionate about aligning the whole organisation in meeting customer’s needs. He is energized by continuously looking at the customer’s experience by reducing friction, by equipping his teams through continuous professional development and most importantly, he loves creating an environment that is fun, safe and enjoyable.
Emmanuel Malanda
Global Head of Customer Success, Adenza
Emmanuel Malanda is the Global Head of Customer Success at Adenza. He is extremely passionate about customers and equally passionate about aligning the whole organisation in meeting customer’s needs. He is energized by continuously looking at the customer’s experience by reducing friction, by equipping his teams through continuous professional development and most importantly, he loves creating an environment that is fun, safe and enjoyable.
Emmanuel Malanda
Global Head of Customer Success, Adenza
Emmanuel Malanda is the Global Head of Customer Success at Adenza. He is extremely passionate about customers and equally passionate about aligning the whole organisation in meeting customer’s needs. He is energized by continuously looking at the customer’s experience by reducing friction, by equipping his teams through continuous professional development and most importantly, he loves creating an environment that is fun, safe and enjoyable.
Kevin Chang
Head of Customer Success, V7
Kevin Chang is Head of Customer Success at V7. Previously he was a founding member of the EMEA CS team at AppDynamics, going from CSM with a 187% NRR to running CS Strategy, Operations, and Enablement while leading a team of CSMs and Engineers. A total customer champion and management theory nerd, Kevin advocates a situational framework for CS which gives CSMs the tools to work out what to do, rather than telling them what to do.
Kevin Chang
Head of Customer Success, V7
Kevin Chang is Head of Customer Success at V7. Previously he was a founding member of the EMEA CS team at AppDynamics, going from CSM with a 187% NRR to running CS Strategy, Operations, and Enablement while leading a team of CSMs and Engineers. A total customer champion and management theory nerd, Kevin advocates a situational framework for CS which gives CSMs the tools to work out what to do, rather than telling them what to do.
Kevin Chang
Head of Customer Success, V7
Kevin Chang is Head of Customer Success at V7. Previously he was a founding member of the EMEA CS team at AppDynamics, going from CSM with a 187% NRR to running CS Strategy, Operations, and Enablement while leading a team of CSMs and Engineers. A total customer champion and management theory nerd, Kevin advocates a situational framework for CS which gives CSMs the tools to work out what to do, rather than telling them what to do.
Kevin Chang
Head of Customer Success, V7
Kevin Chang is Head of Customer Success at V7. Previously he was a founding member of the EMEA CS team at AppDynamics, going from CSM with a 187% NRR to running CS Strategy, Operations, and Enablement while leading a team of CSMs and Engineers. A total customer champion and management theory nerd, Kevin advocates a situational framework for CS which gives CSMs the tools to work out what to do, rather than telling them what to do.
Irit Eizips
Chief Customer Officer & CEO, CSM Practice
Irit Eizips, Chief Customer Officer & CEO at CSM Practice, is a world-renowned expert in customer retention and upsell strategies. She was nominated Top Customer Success strategist and influencer, year after year since 2013 for her contributions in shaping CS methodologies. Irit frequently produces thought leadership on her YouTube channel and is often featured as a speaker at conferences and Customer Success publications.
Irit Eizips
Chief Customer Officer & CEO, CSM Practice
Irit Eizips, Chief Customer Officer & CEO at CSM Practice, is a world-renowned expert in customer retention and upsell strategies. She was nominated Top Customer Success strategist and influencer, year after year since 2013 for her contributions in shaping CS methodologies. Irit frequently produces thought leadership on her YouTube channel and is often featured as a speaker at conferences and Customer Success publications.
Irit Eizips
Chief Customer Officer & CEO, CSM Practice
Irit Eizips, Chief Customer Officer & CEO at CSM Practice, is a world-renowned expert in customer retention and upsell strategies. She was nominated Top Customer Success strategist and influencer, year after year since 2013 for her contributions in shaping CS methodologies. Irit frequently produces thought leadership on her YouTube channel and is often featured as a speaker at conferences and Customer Success publications.
Irit Eizips
Chief Customer Officer & CEO, CSM Practice
Irit Eizips, Chief Customer Officer & CEO at CSM Practice, is a world-renowned expert in customer retention and upsell strategies. She was nominated Top Customer Success strategist and influencer, year after year since 2013 for her contributions in shaping CS methodologies. Irit frequently produces thought leadership on her YouTube channel and is often featured as a speaker at conferences and Customer Success publications.
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By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2024 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2024 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2024 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2024 Planhat AB