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Tuesday, April 18 • 2:00pm - 2:45pm
The Now and Future of Customer Success

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Customer Success groups are proliferating across the business landscape faster than can be imagined.  The named, designated role of Customer Success Management that began with a SaaS company in 2004 has grown far beyond the software industry.  The numbers of open Customer Success executive positions worldwide continue to skyrocket.  But in all the increase and expansion, key questions remain to be answered.  Is Customer Success a distinct profession?  How is the CS role generally defined and perceived?  How do companies typically deploy CS resources in their organizational structures?  What are the relationships between CS and Sales?  CS and Marketing?  What technologies are in use by CS teams?  If profession we are, where are we going with it?

The presentation is based on the ongoing research of The Customer Success Association and the direct personal experiences of three senior members of the worldwide Customer Success Community.  Each presenter will deliver a 10 minute overview, and then join the panel to take questions from the audience.

avatar for Mikael Blaisdell

Mikael Blaisdell

Executive Director, The Customer Success Association
Mikael Blaisdell is a recognized leading voice on the strategy, process, people and technology of customer retention and increased per-customer profitability.  His ongoing research and leadership of The Customer Success Forum  on LinkedIn provide a unique global view of the development... Read More →
avatar for Peter Lyon

Peter Lyon

Chief Revenue Officer, eSpatial
Peter Lyon is currently the Chief Revenue Officer for eSpatial. Responsible for the acquisition of new customers and retention of existing customers, Peter is scaling up all customer facing roles to enable further revenue growth. With over eight years implementing Customer Success... Read More →
avatar for Dan Steinman

Dan Steinman

CCO, Gainsight
Dan is Gainsight’s Chief Customer Officer and, in that role, has ultimate responsibility for Gainsight’s customer’s satisfaction and success. Customers are his passion going all the way back to his days as an SE at IBM. Dan’s career includes being a very early employee at... Read More →

Tuesday April 18, 2017 2:00pm - 2:45pm BST
Adelphi 2+3

Attendees (3)