58 minutes

Private equity is investing in customer success

The investment in Customer Success is on the rise, as it proves to be a significant value driver in the realm of Private Equity (PE). 

So we’ve invited two leading CS advisors, Samma Hafeez from Insight Partners and Jess Bicknell from Mainsail Partners to discuss their journey from CS to PE, and what they now look for from the other side of the table.

Watch the session to gain insights on:

  • which CS metrics PE firms evaluate and analyze

  • the CS metrics that are most important for software companies at every growth stage

  • what advice they are giving CS leaders in their portfolios ahead of 2024

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.

Samma Hafeez

Vice President, Sales and Customer Success Center of Excellence, Insight Partners

Samma Hafeez leads Insight Partners post-sales and CS advisory practice, supporting ~500 global portfolio companies across various stages of growth (seed-stage to IPO). Prior to joining the VC/PE world, Samma built, managed, and scaled CS organizations in martech, healthtech, and edtech. Outside of work, Samma loves spending time with her children, traveling “off-the-beaten path”, indulging in “high tea”, and exercising with her husband.

Samma Hafeez

Vice President, Sales and Customer Success Center of Excellence, Insight Partners

Samma Hafeez leads Insight Partners post-sales and CS advisory practice, supporting ~500 global portfolio companies across various stages of growth (seed-stage to IPO). Prior to joining the VC/PE world, Samma built, managed, and scaled CS organizations in martech, healthtech, and edtech. Outside of work, Samma loves spending time with her children, traveling “off-the-beaten path”, indulging in “high tea”, and exercising with her husband.

Samma Hafeez

Vice President, Sales and Customer Success Center of Excellence, Insight Partners

Samma Hafeez leads Insight Partners post-sales and CS advisory practice, supporting ~500 global portfolio companies across various stages of growth (seed-stage to IPO). Prior to joining the VC/PE world, Samma built, managed, and scaled CS organizations in martech, healthtech, and edtech. Outside of work, Samma loves spending time with her children, traveling “off-the-beaten path”, indulging in “high tea”, and exercising with her husband.

Samma Hafeez

Vice President, Sales and Customer Success Center of Excellence, Insight Partners

Samma Hafeez leads Insight Partners post-sales and CS advisory practice, supporting ~500 global portfolio companies across various stages of growth (seed-stage to IPO). Prior to joining the VC/PE world, Samma built, managed, and scaled CS organizations in martech, healthtech, and edtech. Outside of work, Samma loves spending time with her children, traveling “off-the-beaten path”, indulging in “high tea”, and exercising with her husband.

Jess Bicknell

VP Customer Experience, Mainsail Partners

Jess Bicknell is the VP of Customer Experience at Mainsail Partners where she leads the CX Center of Excellence, advising post-sales teams across the Mainsail portfolio.  Prior to Mainsail, Jess held executive roles building and scaling post-sales and operations teams at multiple B2B SaaS organizations.  Most notably, she served as Chief Operating Officer at String Automotive, an automotive tech SaaS provider acquired by Experian in 2017.

Jess Bicknell

VP Customer Experience, Mainsail Partners

Jess Bicknell is the VP of Customer Experience at Mainsail Partners where she leads the CX Center of Excellence, advising post-sales teams across the Mainsail portfolio.  Prior to Mainsail, Jess held executive roles building and scaling post-sales and operations teams at multiple B2B SaaS organizations.  Most notably, she served as Chief Operating Officer at String Automotive, an automotive tech SaaS provider acquired by Experian in 2017.

Jess Bicknell

VP Customer Experience, Mainsail Partners

Jess Bicknell is the VP of Customer Experience at Mainsail Partners where she leads the CX Center of Excellence, advising post-sales teams across the Mainsail portfolio.  Prior to Mainsail, Jess held executive roles building and scaling post-sales and operations teams at multiple B2B SaaS organizations.  Most notably, she served as Chief Operating Officer at String Automotive, an automotive tech SaaS provider acquired by Experian in 2017.

Jess Bicknell

VP Customer Experience, Mainsail Partners

Jess Bicknell is the VP of Customer Experience at Mainsail Partners where she leads the CX Center of Excellence, advising post-sales teams across the Mainsail portfolio.  Prior to Mainsail, Jess held executive roles building and scaling post-sales and operations teams at multiple B2B SaaS organizations.  Most notably, she served as Chief Operating Officer at String Automotive, an automotive tech SaaS provider acquired by Experian in 2017.

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