Game 4: Chief Customer Officer

3 min read

Have you ever wondered what it takes to be a Chief Customer Officer (CCO)?

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

  1. Build a customer centric organization

  2. Manage customer commitments made by other departments

  3. Forecast with the addition of new products, services or markets

  4. Develop your team into future CS leaders

  5. 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.


Alex Farmer is the founder and CEO of Customer Success Excellence. Currently the Chief Customer Officer at Nezasa, a travel tech start-up. Previously, VP of Customer Success at Cognite, an Oslo-based DataOps scale-up, and recognized as a 2021 Top 25 Customer Success Influencer by SuccessCOACHING. Prior to this, Alex led global customer success, partnerships, onboarding, training, and support functions, as well as the EMEA sales team at Incopro, a brand protection technology company. He also built the customer success function at HR tech scale-up Fairsail, which was acquired by Sage in March 2017 to form Sage People. Originally from San Francisco, now based in London.

Jennifer Yorke is the Chief Customer Officer at Ometria, a customer data and marketing platform for retailers. With a passion for scaling high-growth tech businesses and leading innovative teams, Jenn has a strong track record. She was one of HubSpot’s founding CSMs, helped launch Hootsuite EMEA, and drove success at Box and Bazaarvoice. As Ometria’s Chief Customer Officer, Jennifer oversees customer strategy to deliver exceptional marketing experiences, drive CRM growth, and maximize revenue expansion. With over 15 years of experience driving revenue growth, customer engagement, and business development, Jenn loves a challenge - including chasing her excitable 4-year-old.

Gonzalo Cayo is the Chief Customer Officer at Hivebrite, leveraging 20+ years of experience in Product and Customer Success. He ensures Hivebrite’s customers maximize value and grow their communities. Gonzalo excels in solving complex challenges in Education Technology, Advertising Technology, Automotive Technology, and Community. He believes in a customer-centric culture and assembles passionate teams dedicated to enhancing client experiences. Outside work, Gonzalo enjoys the serene suburbs of Dallas, Texas, with his loving family. He’s into fitness, outdoors, quality time, and thought-provoking non-fiction books. Gonzalo holds a BA from Duke University and an MBA from Penn State.

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