Game 1: Head of Customer Success

2 min read

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:

  1. How to segment an initial customer base and how to think about segmentation now and in the future

  2. What early CS departments should be measured on and how to compensate CSMs and teach the company using these metrics

  3. What to focus on once the groundwork has been done

  4. And much more…


Christian Jakenfelds has had multiple different customer-facing roles. He joined Tessian as one of their first CSMs and this is where he saw how CS is the engine for growth in SaaS businesses. He now works with Planhat in the UK market and has been named one of the top 100 CS Influencers in 2022.


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 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 voice of the customer she is able to increase customer satisfaction, retention and revenue. Having built multiple CS functions from the ground up across various industries, she is now Head of Customer Success at Mosaic Smart Data.

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.

Download to watch the full video now.

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