1 hour

The CCO: why you need one (and how to become one)

In the last few years we’ve seen an explosion in growth in the number of Chief Customer Officers (CCOs). Its spread has been fantastic for putting customers at the center of businesses, but why has it become such a crucial function within SaaS?

With that question in mind, we went out and got three leading CCOs to discuss:

  • what best prepared them in their career to be a CCO

  • what their role focuses on and how this varies between organizations

  • what future they see for the role

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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.

Jennifer Yorke

CCO, Ometria

Jennifer Yorke is passionate about scaling high-growth tech businesses, and growing teams who want to do things differently. Jenn helped to launch Hootsuite, and evolved EMEA Success teams at Box and Bazaarvoice. Now, she is the CCO at Ometria and leads the Customer Success, Professional Services and Support teams. She has over a decade of experience driving revenue growth through sales, customer engagement, and business development.

Jennifer Yorke

CCO, Ometria

Jennifer Yorke is passionate about scaling high-growth tech businesses, and growing teams who want to do things differently. Jenn helped to launch Hootsuite, and evolved EMEA Success teams at Box and Bazaarvoice. Now, she is the CCO at Ometria and leads the Customer Success, Professional Services and Support teams. She has over a decade of experience driving revenue growth through sales, customer engagement, and business development.

Jennifer Yorke

CCO, Ometria

Jennifer Yorke is passionate about scaling high-growth tech businesses, and growing teams who want to do things differently. Jenn helped to launch Hootsuite, and evolved EMEA Success teams at Box and Bazaarvoice. Now, she is the CCO at Ometria and leads the Customer Success, Professional Services and Support teams. She has over a decade of experience driving revenue growth through sales, customer engagement, and business development.

Jennifer Yorke

CCO, Ometria

Jennifer Yorke is passionate about scaling high-growth tech businesses, and growing teams who want to do things differently. Jenn helped to launch Hootsuite, and evolved EMEA Success teams at Box and Bazaarvoice. Now, she is the CCO at Ometria and leads the Customer Success, Professional Services and Support teams. She has over a decade of experience driving revenue growth through sales, customer engagement, and business development.

Pat Phelan

CCO, GoCardless

Pat Phelan has been involved in SaaS before SaaS was a 'thing'. Over the past 20 plus years, he's worked his way from CSM to CCO and has held multiple leadership roles that span EMEA and Global and operated in industries such as Ecomm, HR tech, Social Media Management, and most recently Fintech in his role as CCO at GoCardless where he oversees the global Customer Success group.

Pat Phelan

CCO, GoCardless

Pat Phelan has been involved in SaaS before SaaS was a 'thing'. Over the past 20 plus years, he's worked his way from CSM to CCO and has held multiple leadership roles that span EMEA and Global and operated in industries such as Ecomm, HR tech, Social Media Management, and most recently Fintech in his role as CCO at GoCardless where he oversees the global Customer Success group.

Pat Phelan

CCO, GoCardless

Pat Phelan has been involved in SaaS before SaaS was a 'thing'. Over the past 20 plus years, he's worked his way from CSM to CCO and has held multiple leadership roles that span EMEA and Global and operated in industries such as Ecomm, HR tech, Social Media Management, and most recently Fintech in his role as CCO at GoCardless where he oversees the global Customer Success group.

Pat Phelan

CCO, GoCardless

Pat Phelan has been involved in SaaS before SaaS was a 'thing'. Over the past 20 plus years, he's worked his way from CSM to CCO and has held multiple leadership roles that span EMEA and Global and operated in industries such as Ecomm, HR tech, Social Media Management, and most recently Fintech in his role as CCO at GoCardless where he oversees the global Customer Success group.

Chris Regester

CCO, Planhat

Chris Regester is the CCO at Planhat where he ensures customers are central to everything we do. He has worked in SaaS for almost 20 years, focusing on building teams, strategy and processes in diverse markets around the world. On the rare occasions he is not talking about customer centricity he can be found chasing his dog and daughters on the farm where he lives outside London.

Chris Regester

CCO, Planhat

Chris Regester is the CCO at Planhat where he ensures customers are central to everything we do. He has worked in SaaS for almost 20 years, focusing on building teams, strategy and processes in diverse markets around the world. On the rare occasions he is not talking about customer centricity he can be found chasing his dog and daughters on the farm where he lives outside London.

Chris Regester

CCO, Planhat

Chris Regester is the CCO at Planhat where he ensures customers are central to everything we do. He has worked in SaaS for almost 20 years, focusing on building teams, strategy and processes in diverse markets around the world. On the rare occasions he is not talking about customer centricity he can be found chasing his dog and daughters on the farm where he lives outside London.

Chris Regester

CCO, Planhat

Chris Regester is the CCO at Planhat where he ensures customers are central to everything we do. He has worked in SaaS for almost 20 years, focusing on building teams, strategy and processes in diverse markets around the world. On the rare occasions he is not talking about customer centricity he can be found chasing his dog and daughters on the farm where he lives outside London.

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