The Customer Success Leadership Conference
Day 2 Agenda: October 5, 2023
No selling. No fluff. Just the strategy and tactics you need to lead successful CS teams.
Registration and breakfast
9:15 AM – 10:15 AM
Arlington Forum
KEYNOTE
Serving the old guard: The challenges and opportunities of providing modern customer service to traditional customers
Dave Salvant, Co-founder & President at Squire
This June, Squire–the world’s leading and fastest-growing technology platform for barbershops, surpassed $1 billion in payments processed. From launching a high-tech business to a traditional customer base, to weathering the pandemic, to coming out on top, co-founder Dave Salvant’s journey will inspire you to innovate, get comfortable with uncertainty, and stay the course.
Observation Hub North
How emotional intelligence (EQ) will make or break your team’s CX success
Annie Raygoza, Director of Client Services, Clear Digital
Leaders understand that empathy, self-awareness, motivation, and self-regulation are essential skills for thriving in a workplace. For Customer Success professionals, these traits can lead to better communication, faster resolution of issues, and an overall positive experience for the customer.
Learn what emotional intelligence looks like in the workplace, and how to incorporate EQ into your team’s CX strategy to build customer relationships that sustain business and ensure growth.
Observation Hub South
Managing high-performing CS teams during macro uncertainties
Austin Kwon, Senior Director, Scaled CS and Programs, LinkedIn
Economic downturns require a shift in management. Learn how to run your Customer Success team as markets shift by developing stronger metrics, tracking progress through scorecards, building the skills needed to uplevel employees and promote internal mobility, and driving scale through automation, technology, and learning.
Colonial Hub North
The art of crafting world-class CX for scalable success
Srikrishnan Ganesan, CEO & Co-founder, Rocketlane
Does your customer journey deliver an experience that makes customers go “wow”? It should. Discover how to craft a truly memorable customer experience that unlocks scalable success in a session that covers Airbnb’s 10-star customer experience model, F1’s pitstop method and much more.
You’ll gain actionable insights to turbocharge your post-sale processes and elevate your CX to a level that earns you the ultimate competitive edge: long-lasting customer loyalty, advocacy, and satisfaction.
Colonial Hub South
How to perfect your risk mitigation playbook for ultimate business growth
Vanessa Neurohr, VP of Customer Success, Muck Rack
Risk mitigation. It’s a term we know all too well but something that becomes even more critical as you’re looking to scale your business in a slowing economy. If you can create a framework that identifies risk early on, you’re more likely to prevent churn and grow the relationship, which in turn helps grow your business.
In this session, you’ll learn why you should focus on risk mitigation, how to create a framework spanning all levels so risks are identified and remedied early, and steps to take once the risk is resolved with the goal of upselling and reliable forecasting.
Observation Hub North
How to build a digital Customer Success strategy that works
- Dan Ennis, Team Manager, Scale Customer Success, Monday.com
- Angeline Gavino, VP of Success & Support, Katalon
Take a deep dive into the core components of building and scaling a digital Customer Success strategy as a revenue generation engine. We’ll begin with an exploration of the basic framework for people, process, and technology, dig into how to build your strategy (top-down or bottom-up), design customer journeys and segment customers, use AI for good, and discuss KPIs and measurement — all with real-world examples.
Observation Hub South
How to achieve a 95% employee retention rate (ERR)
Ben Childers, Vice President of Global Client Success, Engaging Networks
Much of client success leadership focuses on core key performance indicators, like net renewal rate, gross retention rate, and annual recurring revenue. This makes sense as individual client success managers are focused on building strong relationships with their accounts and helping them grow. But, as CS leaders, we need to balance the core financial outputs of our team with ensuring that we are creating an environment that allows our employees to grow professionally. Learn more about creating a servant leadership model that emphasizes structured individualized learning plans, dual-track career progression, and clearly definable jobs allows you to grow and retain your team.
11:30 AM – 12:15 PM
Colonial Hub North
Why and How Customer Success Leaders Must Embrace Customer Advocacy
Dana Alvarenga, Vice President of Customer Experience, SlapFive
Growth-focused Customer Success leaders realize that customer advocacy is a DRIVER of retention and renewal, not a byproduct of it. But when it comes to embracing customer advocacy, where do you start? You need to do more with less, and it is hard to imagine adding one more thing to the plates of your CSMs, but you can’t ignore advocacy. Whether you’re looking to collaborate better with your Customer Marketing/Advocacy team, or aspire to add a Customer Advocacy function to your CS organization, this session will equip you with the knowledge and strategies needed to put advocacy at the heart of your Customer Success efforts.
Colonial Hub South
How to maximize revenue retention through operational efficiency
- Emily Ryan, Chief Revenue Officer, ScaleSec
- Sandro Lubas, Director of Customer Success Operations, Dynamic Yield by Mastercard
- Cristy Maldonado, Strategic Business Architect, Valuize
Effective Customer Success operations are critical to scaling customer interactions without eroding value. This session will demystify what top companies are doing to streamline their operations, unlock trapped value, and “do more with less.” Learn how to align strategic operations at any size company using agile methodologies that maximize efficiency, and connect the dots between strategy and scale, using a cross-functional, customer-centric approach.
Lunch
1:00 PM – 2:00 PM Convene
Networking
Observation Hub North
Embrace the loneliness epidemic: Using AI to enhance client relationships, personal connections, and partnerships
Jaime Peters, Vice President of Client Success & Operations, Countable
The confluence of three significant trends – AI’s rapid advancement, the disheartening surge of loneliness and isolation of US adults, and the interplay between the personal and professional are signaling a transformative shift in the corporate environment. This shift is an opportunity to build relationships not just as a way to attain favorable business outcomes, but also as a catalyst of positive social impact. Learn how to skillfully leverage AI to – paradoxically – add a more human touch to automated services, streamline routine tasks, and enable teams to build meaningful interactions that foster trust and loyalty.
2:00 PM – 2:45 PM
Observation Hub South
The future of customer experience: Adding value with personalization and engagement at scale
- Mary Poppen, President of HRIZONS EX and former CCO at LinkedIn and SAP
- Peter Armaly, Vice President of Customer Success, ESG
- Jay Nathan, Executive Vice President of Corporate Market & Chief Customer Officer, Higher Logic Vanilla
We’ve been collecting data on our customers for years, but having the technology and know-how to leverage it has been a challenge. Learn how to unlock the insights that will allow your team to create amazing value-add experiences, interactions, and outcomes for customers, and create opportunities for employees to be heroes…all at scale, through personalization and community engagement.
2:00 PM – 2:45 PM
Colonial Hub North
The Secrets to Unlocking Revenue through Customer Trust
Harris Clarke, Chief Operating Officer, GUIDEcx
In a world where customers are inundated with choices, one thing remains constant: trust is the cornerstone of any successful business relationship. Trust helps reduce friction, maintain clear communication, and drive revenue.
Join GUIDEcx’s COO, Harris Clarke as he discusses the elements of the trust equation and the three key factors that you need to leverage in order to drive revenue through customer trust. Harris will also break down what it means to deliver value and tell you why your definition of value needs to be adjusted.
Colonial Hub South
Value outcomes the digital way
- Kristen Hayer, CEO, The Success League
- Russell Bourne, Principal Consultant, The Success League
If you’re overwhelmed by reactive work from your smallest customers, if you’re struggling to explain unexpected churn, or if you can’t seem to keep up with growth from your Sales team. In this session led by The Success League, you will hear how to use top-down goal setting to decide whether cost control is part of your path to scale (hint: it is), and why it’s important to involve cross-functional teammates in your goal-setting workshops.
Translate your customers’ buying reasons into expectations they didn’t realize you could measure for them, for customers ranging from Strategic to small, from new to old, and from engaged to dark. Get practical advice on the customer journey touchpoints these customers need from you in order to receive the value they expect. You will hear how to decide which of those touchpoints you should deliver digitally and how to measure the efficiency of your digital program.
3:00 PM – 3:45 PM
Observation Hub North
A CRO’s view of CAC, CSQLs and the revenue impact of Customer Success
Aaron Thompson, Chief Revenue Officer at SuccessCOACHING
For years, the Customer Success industry has struggled to get a seat at the revenue table. In part, that’s because many CS leaders aren’t tracking the right metrics to show their impact. Case in point: Customer Acquisition Cost (CAC) and Revenue Acquisition Cost (RAC), which can show in minute detail how Customer Success not drives additional revenue more cost-effectively than other revenue acquisition streams.
You’ll gain a CRO’s perspective on revenue realization in detail, see the real-world metrics that Aaron uses, and build a better understanding of how to paint your revenue picture more accurately.
Observation Hub South
How to align your business through the OKR strategic framework
David Fox, Chief Customer Officer, Commercial, Marigold
If your team’s efforts aren’t in line with your overall organizational strategy, you’re unlikely to achieve your long-term goals. Learn how to use OKRs as a strategic alignment framework to keep your organization focused and effective. We’ll go in-depth on OKR basics, how everyone in your organization can benefit from this framework, getting started, best practices, and lessons learned.
3:00 PM – 3:45 PM
Colonial Hub North
Create value for your customers through community-driven programs
Jeff Breunsbach, Director of Corporate Marketing, Higher Logic Vanilla
Leveraging community can enhance the customer experience, create a deeper connection to the brand, and build relationships at scale. Explore how Customer Success teams are using community across the customer journey: creating onboarding cohorts, supporting blitz days or office hours calls, and other tactics that will help you scale your team and create value for your customer. Learn the tactics to use, and how to measure success when deploying community initiatives.
3:00 PM – 3:45 PM
Colonial Hub South
Leveraging efficiency and AI for customer success and SaaS contributors
- Annie Stefano, Head of Education, Strategic Advisor, Growth Molecules
- Liz Batsford, Sr. Manager of Customer Success, ChurnZero
Learn how to leverage and partner with AI in customer success to further enrich efficiency, increase and maximize productivity, and positively influence growth for ultimate customer revenue and health impact. We will explore the best practices for using AI in customer success, and showcase case studies of successful implementations of the tool to deliver results.
3:50 PM- 4:20 PM
Arlington Forum
CLOSING KEYNOTE
What’s driving 2023’s biggest Customer Success trends?
- Alli Tiscornia, Chief Customer Officer, ChurnZero
- Abby Hammer, Chief Product Officer, ChurnZero
Is Customer Success a technical role now, or do interpersonal relationships still matter? What’s driving the trend for “renewal teams” to take ownership of renewals from CS? How can CS leaders reverse the decline in collaboration with other departments—and what hidden benefits will they find in doing so?
With key datapoints from this year’s Customer Success Leadership study as a springboard, this executive panel discussion led by ChurnZero CCO Alli Tiscornia and CPO Abby Hammer will dig into today’s most significant trends, sticking points and opportunities in CS to give you actionable leadership ideas with a data-driven perspective for 2023 and beyond.
REGISTRATION
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