57 minutes

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

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

Three CS leaders was challenged with an interactive scenario where they are dropped in as the new Head 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 segment an initial customer base and how to think about segmentation now and in the future

  • what early CS departments should be measured on and how to compensate CSMs and teach the company using these metrics

  • what to focus on once the groundwork has been done

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.

Morika Georgieva

Head of Global CS, Permutive

Morika Georgieva leads the global Customer Success team at Permutive. Morika has spent her career in early to mid-stage start-ups, building teams and processes for CS teams across various industries. Passionate about elevating the profession globally, she is one of the founding members of the Customer Success Network.

Morika Georgieva

Head of Global CS, Permutive

Morika Georgieva leads the global Customer Success team at Permutive. Morika has spent her career in early to mid-stage start-ups, building teams and processes for CS teams across various industries. Passionate about elevating the profession globally, she is one of the founding members of the Customer Success Network.

Morika Georgieva

Head of Global CS, Permutive

Morika Georgieva leads the global Customer Success team at Permutive. Morika has spent her career in early to mid-stage start-ups, building teams and processes for CS teams across various industries. Passionate about elevating the profession globally, she is one of the founding members of the Customer Success Network.

Morika Georgieva

Head of Global CS, Permutive

Morika Georgieva leads the global Customer Success team at Permutive. Morika has spent her career in early to mid-stage start-ups, building teams and processes for CS teams across various industries. Passionate about elevating the profession globally, she is one of the founding members of the Customer Success Network.

Iram Cook-Monie

Head of Customer Success, Mosaic Smart Data

Iram Cook-Monie is a serial "first CSM at an early stage startup". With a background in both science and sales, she's obsessed with making both customers and organisations wildly successful. By keeping her finger on the pulse of CS best practices and the customer voice she is able to increase customer satisfaction, retention and revenue. She's built CS functions from the ground up and is now Head of Customer Success at Mosaic Smart Data.

Iram Cook-Monie

Head of Customer Success, Mosaic Smart Data

Iram Cook-Monie is a serial "first CSM at an early stage startup". With a background in both science and sales, she's obsessed with making both customers and organisations wildly successful. By keeping her finger on the pulse of CS best practices and the customer voice she is able to increase customer satisfaction, retention and revenue. She's built CS functions from the ground up and is now Head of Customer Success at Mosaic Smart Data.

Iram Cook-Monie

Head of Customer Success, Mosaic Smart Data

Iram Cook-Monie is a serial "first CSM at an early stage startup". With a background in both science and sales, she's obsessed with making both customers and organisations wildly successful. By keeping her finger on the pulse of CS best practices and the customer voice she is able to increase customer satisfaction, retention and revenue. She's built CS functions from the ground up and is now Head of Customer Success at Mosaic Smart Data.

Iram Cook-Monie

Head of Customer Success, Mosaic Smart Data

Iram Cook-Monie is a serial "first CSM at an early stage startup". With a background in both science and sales, she's obsessed with making both customers and organisations wildly successful. By keeping her finger on the pulse of CS best practices and the customer voice she is able to increase customer satisfaction, retention and revenue. She's built CS functions from the ground up and is now Head of Customer Success at Mosaic Smart Data.

Robyn Tully

Head of Customer Success, Natterbox

Robyn Tully is Head of Customer Success at Natterbox, leading a global Customer Success team across EMEA, APAC and North America. With more than 10 years experience in Contact Centre and SaaS, Robyn is keenly aware of the importance of delivering value to customers and helping organisations to achieve their goals. She is an advocate for driving 'customer success' as a business mindset, to ensure strong customer health, retention and growth.

Robyn Tully

Head of Customer Success, Natterbox

Robyn Tully is Head of Customer Success at Natterbox, leading a global Customer Success team across EMEA, APAC and North America. With more than 10 years experience in Contact Centre and SaaS, Robyn is keenly aware of the importance of delivering value to customers and helping organisations to achieve their goals. She is an advocate for driving 'customer success' as a business mindset, to ensure strong customer health, retention and growth.

Robyn Tully

Head of Customer Success, Natterbox

Robyn Tully is Head of Customer Success at Natterbox, leading a global Customer Success team across EMEA, APAC and North America. With more than 10 years experience in Contact Centre and SaaS, Robyn is keenly aware of the importance of delivering value to customers and helping organisations to achieve their goals. She is an advocate for driving 'customer success' as a business mindset, to ensure strong customer health, retention and growth.

Robyn Tully

Head of Customer Success, Natterbox

Robyn Tully is Head of Customer Success at Natterbox, leading a global Customer Success team across EMEA, APAC and North America. With more than 10 years experience in Contact Centre and SaaS, Robyn is keenly aware of the importance of delivering value to customers and helping organisations to achieve their goals. She is an advocate for driving 'customer success' as a business mindset, to ensure strong customer health, retention and growth.

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