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Welcome to the agenda for Customer Success Summit 2016. We welcome you to explore and add the sessions you are most interested in.
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Tuesday, March 22 • 12:25pm - 1:45pm
LUNCH + "Ask the Experts" Pavilion

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Take the opportunity to meet and engage our experts during lunch for informal questions related to Customer Success.

EXPERTS AND TOPICS INCLUDE:

Dhaval Moogimane, Waterstone Management Group

 

  • Setting the Customer Success Team for ‘Success’
  • Success Scorecards
  • Monetizing Customer Success

 


Kristen Hayer, The Success League
  • Metrics and goal development
  • Churn, retention and expansion analytics
  • Playbook and process design
  • CSM sales training

Omid Razavi, CS Solutions

Nils Vinje & Alex McClafferty, Glide Consulting
  • Customer Success Efficiency
  • Defining the Purpose of Customer Success in your organization
  • Annual lifecycle
  • On-boarding
  • QBR's

Irit Eizips, CSM Practice
  • Playbooks and calls to action for high, mid and low touch plans
  • Account Segmentation and team structure
  • Health Score and customer scoring​
  • Onboarding process and change management

Mikael Blaisdell, Customer Success Association
  • Defining and Aligning Customer Success
  • Acquiring and Using Customer Data
  • The Politics of Customer Success

Dave Key, Cloud Strategies
  • Subscription Metrics and KPI analysis
  • Increasing Sustainable SaaS Growth
  • ROI of Expansion Revenue and Churn reduction
  • Subscription Financial Modeling
Moderators
avatar for Mikael Blaisdell

Mikael Blaisdell

Executive Director, Customer Success Association
avatar for Irit Eizips

Irit Eizips

Customer Success Practice Director, CSM Practice
avatar for Kristen Hayer

Kristen Hayer

CEO, The Success League
Kristen serves as the CEO and principal of The Success League.  Her areas of customer success expertise include building teams, developing metrics, designing revenue models, assessing customer touch-points, selecting and implementing technology, and customer engagement.Prior to... Read More →
avatar for Dave Key

Dave Key

Managing Director, Cloud Strategies
avatar for Alex McClafferty

Alex McClafferty

Partner, Glide Consulting
Alex McClafferty co-founded a 7 figure company with 35 team members, worldwide. He also cracked the code of the standard ’12 hour a day startup grind’ … to spending less than 30 minutes a day joking around with his team.Together with Nil's he runs Glide Consulting where they... Read More →
avatar for Dhaval Moogimane

Dhaval Moogimane

Partner, Waterstone Management Group
avatar for Omid Razavi

Omid Razavi

Helping Companies Achieve Customer Success & Hyper-Growth, Independent Consultant
Cloud sales, customer success and revenue growth User adoption, customer retention and account expansion Data-driven strategies, processes and play books Monetizing customer success services
avatar for Nils Vinje

Nils Vinje

Partner, Glide Consulting
Nils Vinje has more than 5 years experience as a Customer Success Manager, Director and Vice President of Customer Success in hyper-growth SaaS startups. He lives and breathes Customer Success.

Tuesday March 22, 2016 12:25pm - 1:45pm PDT
General Session Westin St. Francis
  1 General Session

Attendees (237)