57 minutes

What does it take to be a Director of Customer Success?

Have you ever wondered what it takes to be a Director of Customer Success (CS)?

Three CS leaders was challenged with an interactive scenario where they are dropped in as the new Director of CS at a fast-scaling SaaS company. Watch them discuss how they’d face each task, share their thought process and answer questions from the audience as we go.

Watch the session to learn how to:

  • become a truly customer-centric company

  • ensure your presence at the executive table

  • navigate the challenges of a business reorganisation

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.

Dean Colegate

Director of Client Success, Ada Health

Dean Colegate is the Director of Client Success at Ada Health and has 15+ years leading CS/Onboarding/Support teams for B2B SaaS businesses. Dean has spent several years as a consultant and has helped build, grow and fix CS teams from a variety of domains and industries. He believes there is no blueprint for the right way to do Customer Success but there is a framework that should be applied in all situations.

Dean Colegate

Director of Client Success, Ada Health

Dean Colegate is the Director of Client Success at Ada Health and has 15+ years leading CS/Onboarding/Support teams for B2B SaaS businesses. Dean has spent several years as a consultant and has helped build, grow and fix CS teams from a variety of domains and industries. He believes there is no blueprint for the right way to do Customer Success but there is a framework that should be applied in all situations.

Dean Colegate

Director of Client Success, Ada Health

Dean Colegate is the Director of Client Success at Ada Health and has 15+ years leading CS/Onboarding/Support teams for B2B SaaS businesses. Dean has spent several years as a consultant and has helped build, grow and fix CS teams from a variety of domains and industries. He believes there is no blueprint for the right way to do Customer Success but there is a framework that should be applied in all situations.

Dean Colegate

Director of Client Success, Ada Health

Dean Colegate is the Director of Client Success at Ada Health and has 15+ years leading CS/Onboarding/Support teams for B2B SaaS businesses. Dean has spent several years as a consultant and has helped build, grow and fix CS teams from a variety of domains and industries. He believes there is no blueprint for the right way to do Customer Success but there is a framework that should be applied in all situations.

Jonathan Schradi

Senior Director Customer Success, Scandit

Jonathan Schradi brings over 15 years of experience in customer facing roles within different industries. He is an outcome focused Customer Success leader with a proven track record of building Customer Success teams and uses the power of storytelling to communicate value. Prior to being the Senior Director of Customer Success at Scandit, Jonathan served as the VP of Customer Success at Attraqt.

Jonathan Schradi

Senior Director Customer Success, Scandit

Jonathan Schradi brings over 15 years of experience in customer facing roles within different industries. He is an outcome focused Customer Success leader with a proven track record of building Customer Success teams and uses the power of storytelling to communicate value. Prior to being the Senior Director of Customer Success at Scandit, Jonathan served as the VP of Customer Success at Attraqt.

Jonathan Schradi

Senior Director Customer Success, Scandit

Jonathan Schradi brings over 15 years of experience in customer facing roles within different industries. He is an outcome focused Customer Success leader with a proven track record of building Customer Success teams and uses the power of storytelling to communicate value. Prior to being the Senior Director of Customer Success at Scandit, Jonathan served as the VP of Customer Success at Attraqt.

Jonathan Schradi

Senior Director Customer Success, Scandit

Jonathan Schradi brings over 15 years of experience in customer facing roles within different industries. He is an outcome focused Customer Success leader with a proven track record of building Customer Success teams and uses the power of storytelling to communicate value. Prior to being the Senior Director of Customer Success at Scandit, Jonathan served as the VP of Customer Success at Attraqt.

Emilie Dubau

Global Director of CS, Sana Commerce

Emilie Dubau is the Global Director of Customer Success at Sana Commerce. With 10+ years of experience in B2B software companies, Emilie has designed and implemented Customer Success & Experience strategies, turned organizations into customer-centric companies and led through rapid change. She has also managed and built teams from scratch and mentored others to unleash their full potential.

Emilie Dubau

Global Director of CS, Sana Commerce

Emilie Dubau is the Global Director of Customer Success at Sana Commerce. With 10+ years of experience in B2B software companies, Emilie has designed and implemented Customer Success & Experience strategies, turned organizations into customer-centric companies and led through rapid change. She has also managed and built teams from scratch and mentored others to unleash their full potential.

Emilie Dubau

Global Director of CS, Sana Commerce

Emilie Dubau is the Global Director of Customer Success at Sana Commerce. With 10+ years of experience in B2B software companies, Emilie has designed and implemented Customer Success & Experience strategies, turned organizations into customer-centric companies and led through rapid change. She has also managed and built teams from scratch and mentored others to unleash their full potential.

Emilie Dubau

Global Director of CS, Sana Commerce

Emilie Dubau is the Global Director of Customer Success at Sana Commerce. With 10+ years of experience in B2B software companies, Emilie has designed and implemented Customer Success & Experience strategies, turned organizations into customer-centric companies and led through rapid change. She has also managed and built teams from scratch and mentored others to unleash their full potential.

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