Private Equity is investing in Customer Success

2 min read

The investment in Customer Success is on the rise, as it proves to be a significant value driver in the realm of Private Equity (PE). 

So we’ve invited two leading CS advisors, Samma Hafeez from Insight Partners and Jess Bicknell from Mainsail Partners to discuss their journey from CS to PE, and what they now look for from the other side of the table. 

Watch the session to gain insights on:

  1. Which CS metrics PE firms evaluate and analyze

  2. The CS metrics that are most important for software companies at every growth stage

  3. What advice they are giving CS leaders in their portfolios ahead of 2024

  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.


Samma Hafeez leads Insight Partners post-sales and CS advisory practice, supporting ~500 global portfolio companies across various stages of growth (seed-stage to IPO). Prior to joining the VC/PE world, Samma built, managed, and scaled CS organizations in martech, healthtech, and edtech. Outside of work, Samma loves spending time with her children, traveling “off-the-beaten path”, indulging in “high tea”, and exercising with her husband.

Jess Bicknell is the VP of Customer Experience at Mainsail Partners where she leads the CX Center of Excellence, advising post-sales teams across the Mainsail portfolio.  Prior to Mainsail, Jess held executive roles building and scaling post-sales and operations teams at multiple B2B SaaS organizations.  Most notably, she served as Chief Operating Officer at String Automotive, an automotive tech SaaS provider acquired by Experian in 2017. An adventure seeker, Jess lives outside of Boston with her husband and two children and loves to travel as often as possible. 

Download to watch the full video now.

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