Speakers Recommendation: Top 10 Customer Success Festival Talks

February 8, 2021

We’re opening 2021 with some of the best and brightest in the Customer Success industry in the 2-day event: Customer Success Festival.

With so many great speakers and interesting talks, we reached out to the speakers themselves to get some of their recommendations and must-hear discussions. So open your schedule and make sure you don’t miss out on these talks:

Driving Adoption in a Changing SaaS Landscape

11 February 2021, 10:30 pm IST

In his talk, Ankur Patel, Director, Customer Success at Celonis, will walk us through how Customer Success teams can play a crucial role in driving adoption and expansion in SaaS organizations.

5 NEW Things Every Customer Success Team Must Do in COVID Times

10 February 2021, 9:00 pm IST

COVID has led to many changes and adjustments in businesses, departments, organizations, and workflows. Tanya Strauss, Director, Customer Success Strategy & Operations at ServiceNow, will share some insights on how Customer Success teams must change to adapt to the new landscape.

The Everything Department

11 February 2021, 4:00 pm IST

Startups are often struggling with unmet and unanticipated customer needs, which leads to creating a Customer Success team. But there’s a right way and a wrong way to do so. Join Rav Dhaliwal, Investor, and Venture Partner at Crane Venture Partners, to assess if you have an everything department and what steps you can take to avoid or fix one.

Leveraging Technology to Balance Scale and Personalization

10 February 2021, 7:30 pm IST

Knowing your customers better than anyone else and delivering what they need, when they need it - and ideally even before they know they need it, is the key to providing personalization and deep customer value. Join Mary Poppen, Chief Customer Officer, Glint at LinkedIn, to learn more about Customer Intimacy and how to balance personalization with scale and deliver a fantastic experience to customers.

Who Should Own the Revenue for Existing Customers?

10 February 2021, 9:45 pm IST

It’s a classic debate: who’s the owner of renewal and expansions, Sales, or Customer Success? Rebecca Nerad, Vice President of Customer Success at E2Open, will share arguments for and against both sides and talk about what you should consider when determining when to leverage CSM relationships and what role Sales should play.

Putting People First in a Remote World

10 February 2021, 6:45 pm IST

Over the past year, companies had to adopt and adapt to working in a remote world. Kim Beinborn, Head of Customer Success, AMER HT Central at Slack, will help you learn some quick, simple tweaks that can help turn your teams more productive.

Scaling Customer Success

10 February 2021, 6:00 pm IST

Mike Lemire, Vice President, Customer Success at Toast, will talk about the 3 challenges most B2B Customer Success teams run into while trying to scale and offer some tips on how to get around them.

Customer Success as a Growth Engine

10 February 2021, 4:00 pm IST

Customer Success teams have to understand how their product fits into the customers’ growth plans. In his talk, Jason Noble, Vice President, Global Customer Success at Vinli Inc., will share his experience in using Customer Success to drive growth.

Finding Harmony Between Customer Success and Product

10 February 2021, 8:15 pm IST

Customer Success and Product teams are two key roles in many organizations. Both are connected in many aspects; they collaborate internally and externally, they require prioritization, and they find ways to fill gaps in the overall customer experience. Eric Crane, COO & Co-Founder at Flatfile, reviews his experience in each role and explain why they don’t have a “Customer Success Manager” title at Flatfile.

Rethinking Health Scoring: The Rise of Relationship Metrics

11 February 2021, 7:30 pm IST

Customer Success teams are not just about churn prevention or renewals anymore. CSMs have a key part in communicating with the customers, building relationships with them, and being an active part in their growth. Dan Leshem, Co-Founder and CEO at Plantt, will introduce the new metrics and signals to evaluate, track and improve the overall relationship quality with customers.


Want to see what else the Customer Success Festival has to offer? Check out the full schedule right here.

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