58 minutes

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

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

Three CS leaders was challenged with an interactive scenario where they are dropped in as the new VP 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:

  • teach your organization how to forecast churn, renewals and expansions

  • compensate your CS team depending on their responsibilities and geographies

  • create a repeatable winback playbook for your biggest customers

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.

Nicole Baxby

VP Customer Success

Nicole Baxby is a Customer Success executive with 15+ years of experience building, developing, and leading high performing Customer Success teams in fast-paced environments. She has a proven reputation as a driven, creative, outcome-focused leader that specializes in leveraging technology to increase efficiency, building lasting relationships based on trust and creating a culture that puts the customer at the center of an organization.

Nicole Baxby

VP Customer Success

Nicole Baxby is a Customer Success executive with 15+ years of experience building, developing, and leading high performing Customer Success teams in fast-paced environments. She has a proven reputation as a driven, creative, outcome-focused leader that specializes in leveraging technology to increase efficiency, building lasting relationships based on trust and creating a culture that puts the customer at the center of an organization.

Nicole Baxby

VP Customer Success

Nicole Baxby is a Customer Success executive with 15+ years of experience building, developing, and leading high performing Customer Success teams in fast-paced environments. She has a proven reputation as a driven, creative, outcome-focused leader that specializes in leveraging technology to increase efficiency, building lasting relationships based on trust and creating a culture that puts the customer at the center of an organization.

Nicole Baxby

VP Customer Success

Nicole Baxby is a Customer Success executive with 15+ years of experience building, developing, and leading high performing Customer Success teams in fast-paced environments. She has a proven reputation as a driven, creative, outcome-focused leader that specializes in leveraging technology to increase efficiency, building lasting relationships based on trust and creating a culture that puts the customer at the center of an organization.

Nick Chang

VP Global CS, Aryaka

Nick Chang brings over 30 years of extensive experience in worldwide field services, customer success, professional service, portfolio management, business strategy and partner management. As the VP of Global Customer Success at Aryaka, Nick is responsible for the growth and maturity of the company’s $100M+ ARR business as he leads the strategy and execution of all phases of the customer journey.

Nick Chang

VP Global CS, Aryaka

Nick Chang brings over 30 years of extensive experience in worldwide field services, customer success, professional service, portfolio management, business strategy and partner management. As the VP of Global Customer Success at Aryaka, Nick is responsible for the growth and maturity of the company’s $100M+ ARR business as he leads the strategy and execution of all phases of the customer journey.

Nick Chang

VP Global CS, Aryaka

Nick Chang brings over 30 years of extensive experience in worldwide field services, customer success, professional service, portfolio management, business strategy and partner management. As the VP of Global Customer Success at Aryaka, Nick is responsible for the growth and maturity of the company’s $100M+ ARR business as he leads the strategy and execution of all phases of the customer journey.

Nick Chang

VP Global CS, Aryaka

Nick Chang brings over 30 years of extensive experience in worldwide field services, customer success, professional service, portfolio management, business strategy and partner management. As the VP of Global Customer Success at Aryaka, Nick is responsible for the growth and maturity of the company’s $100M+ ARR business as he leads the strategy and execution of all phases of the customer journey.

Malin Skoglund

VP Customer Success, Planhat

Malin Skoglund has 15 years of experience as a sales and customer success SaaS leader. She's scaled businesses from earlier stages all the way through IPO, across different countries and continents. She's been responsible for over $50M ARR and a 100+ member global organization. Malin is a commercial no-nonsense leader who has a knack for building and managing high performing teams.

Malin Skoglund

VP Customer Success, Planhat

Malin Skoglund has 15 years of experience as a sales and customer success SaaS leader. She's scaled businesses from earlier stages all the way through IPO, across different countries and continents. She's been responsible for over $50M ARR and a 100+ member global organization. Malin is a commercial no-nonsense leader who has a knack for building and managing high performing teams.

Malin Skoglund

VP Customer Success, Planhat

Malin Skoglund has 15 years of experience as a sales and customer success SaaS leader. She's scaled businesses from earlier stages all the way through IPO, across different countries and continents. She's been responsible for over $50M ARR and a 100+ member global organization. Malin is a commercial no-nonsense leader who has a knack for building and managing high performing teams.

Malin Skoglund

VP Customer Success, Planhat

Malin Skoglund has 15 years of experience as a sales and customer success SaaS leader. She's scaled businesses from earlier stages all the way through IPO, across different countries and continents. She's been responsible for over $50M ARR and a 100+ member global organization. Malin is a commercial no-nonsense leader who has a knack for building and managing high performing teams.

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