Planhat Experts: The State of Customer Success

3 min read

The challenges and opportunities facing customer success in 2022 have been exciting and immense. Yet, with pressure being exerted on CS teams – from many different angles – the state of customer success and how to navigate short term obstacles is high on the agenda.

Yet, as our panel of experts will explore, the long-term outlook for customer success is buoyant. Indeed, now is the time to restart and rebuild teams that will be successful, not only in 2023, and not just in 2024 but five years from now.

Watch our end of year panel discussion as, Daphne Lopes, Head of Customer Success at HubSpot, Jeff Heckler, Director of Customer Success Solutions at MarketSource, Violaine Yziquel, Director of Customer Success at Slack, and Chris Regester, Chief Customer Officer at Planhat discuss the biggest issues affecting customer success. Including:

  1. Building the optimal customer success structure

  2. The future of product-led growth

  3. Why are we (still) not measuring customer outcomes?

  4. The next 5 years in customer success

  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 25 CS Influencers in 2021.


Daphne Lopes is a Customer Success Leader with Product Management, Operations and Professional Services experience in SaaS and Payments. She’s currently part of the EMEA leadership team at HubSpot, recently voted the #1 CRM platform, and is obsessed with delivering great experiences and excellent outcomes to clients through products and services.

Jeff Heckler is a senior Customer Success Leader with over 20 years of running customer-facing revenue teams for such organizations as SAP, Accenture, and Stanford University. Currently, he is the Director of Customer Success Solutions for MarketSource, a leading global provider of Sales and Customer Success innovation and solutions. Jeff has been named in the top 25 CS Influencers in 2021 and One to Watch in SaaS, 2022.

Violaine Yziquel is passionate about business and team growth. Focused on designing and implementing best-in-class methodologies to optimize cross-functional team work (think problem-solving!) and transform the way they engage with customers. Vio is currently Director of Customer Success at Slack, and a board member of Customer Success Network having previously held leadership roles at Box and Accenture.

Chris Regester is the CCO at Planhat where he ensures customers are central to everything we do. He has worked in SaaS for almost 20 years, focusing on building teams, strategy, and processes in diverse markets around the world. On the rare occasions he is not talking about customer centricity he can be found chasing his dog and daughters on the farm where he lives outside London.

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