Redefining Customer Success for 2024

3 min read

In the ever-changing business landscape, the role of Customer Success has become more crucial than ever. None of us could have anticipated the events of this year, so how do we prepare for the future?

Watch our end of year panel where three industry experts, Layton Chaney, Chief Experience Officer at Better Growth, Rachel Provan, Founder and CEO at Provan Success and Nehal Patel, Chief Customer Officer at LiftLab will enhance your understanding of Customer Success and its impact on your business as we move into 2024.

Watch the session to gain insights on:

  1. Articulating the value of Customer Success to stakeholders

  2. Seizing the spotlight on Customer Success

  3. Aligning customer needs with your business objectives

  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.


Layton Chaney is a thought leader and pioneer in the customer experience space. For over two decades, they have successfully grown and scaled companies while ensuring customers stay at the heart of the business and the focus of every step of the Customer Journey. As the founder and Chief Experience Officer of their consulting firm, BetterGrowth, they have coached start-up founders, Fortune 50-500 companies, and C-level executives on how to leverage the voice of the customer to increase their brand awareness and ROI. They are also a fierce advocate for diversity in tech and have helped companies build their diversity, equity, and inclusion framework, recruiting practices, and training programs for underrepresented populations, especially within the intersections of the LGBTQIA+ community.

Rachel Provan is a top 25 CS Influencer and Coach specializing in nurturing the next generation of Customer Success leaders. She has over 15 years of experience in CS Leadership building and scaling CS departments across diverse markets from seed stage to Fortune 500 Companies. With a passion for fusing psychology with business strategy, Rachel teaches CS leaders to build and scale revenue-generating customer success departments. Her unique approach integrates proven strategic frameworks with psychological principles to create positive outcomes for CS Leaders, their companies, and their customers. 

Nehal Patel, Chief Customer Officer at LiftLab, brings over 18 years of expertise in customer success and SaaS. She has a proven ability to effectively scale businesses, driving client success and scaling startups from Seed to Series B. With exceptional retention, substantial growth, and three successful exits, Nehal excels in strategic team management and utilizing data-driven insights to enhance the customer journey. Prior to joining LiftLab, Nehal spearheaded global customer success, partnerships, onboarding, training, and support functions. Notably, she pioneered a new market for her previous startup,, leading to a successful acquisition by Smartly. As Chief Customer Officer at LiftLab, Nehal is dedicated to elevating customer experiences and driving sustained success.

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