€200

Customer Success Europe Summit March 2017

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Morrison Hotel

Printworks Room

Ormond Quay Lower

Dublin

Ireland

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Customer Success Europe 2017

The third Dublin based Customer Success Management event organised by Customer Success Professionals from across Europe.

We have put together a Peer Group event on the 23rd March for Senior and aspiring Customer Success Leaders, Senior Sales Engineers and Customer Retention experts. This event will continue the strong emphasis on Networking and sharing of CS experience amongst a growing peer group.

We are delighted to announce that Effective Software has agreed to sponsor the event.

Effective Software is recognised as the largest health & safety software provider in the UK & Ireland with clients across all 5 continents and industry sectors. They help organisations with their health and safety processes to minimise risk, promote positive safety culture and prove duty of care. They are passionate about making their Customers successful and are a major contributor to emerging best practice in the Customer Success Profession.

AGENDA

08:30 - 09:15 Coffee, Registration and Networking

09:15 - 09:30 Customer Success - Scaling, Transforming and Learning

Peter Lyon, Chief Revenue Officer, eSpatial, Using his own experience of Customer Success and from previous events, Peter will open the event setting the tone and cadence for the day.

09:30 - 10:30 Building a Customer Success team and culture in an established Business

Adrian Beck, Director Customer Success, Tanium, London. Adrian is a Director of Customer Success at Tanium. Prior to Tanium, Adrian built out the Services and Customer Success function in Europe for another IT Security vendor, Veracode. He began his career in consulting, having spent 10 years at KPMG and Deloitte. Adrian has been customer facing his whole career and like many (he suspects) ended up in Customer Success by accident!

Tanium is revolutionising the way that computers and devices are being controlled and managed in organisations across the world. Tanium have built a real time communications platform that allows you see exactly what's happening on your network and take action.

10:30 - 11:00 Transforming from a Sales Leader role to a Customer Success Leadership role

Billy O’Brien, Customer Success Director, Effective Software. Billy is one of the co-founders of Effective Software, leaders in the provision of world class Health and Safety cloud solutions throughout the UK and Ireland. Billy previously was the VP of Sales for Effective Software and then made the transition to CS.

Effective Software is recognised as the largest health & safety software provider in the UK & Ireland with clients across all 5 continents and industry sectors. They help organisations with their health and safety processes to minimise risk, promote positive safety culture and prove duty of care.

11:00 - 11:15 Coffee and Networking

11:15 - 11:45 The Twisty, Bumpy and Fun Road of Customer Success

Maiken O’Byrne, Head of Client Success at Sonru. Maiken has from the early days been weaving customer success into the fibre of Sonru, the global platform for automated video interviewing in the recruitment process. She will share her internal and external challenges around awareness and recognition, how to keep the passion going in the team and an eye on what is around the next corner.

11:45 - 12:30 Emerging Best Practice for Customer Success.

Damien Barry is VP of CS for Qualio. One of Damien's challenges is to scale the CS function - the structure, the people, the process and the metrics. In order to stay ahead of current trends, Damien soaks up other CS experiences and trends from attending CS conferences. Damien will share some of this with the group and how he uses it to progress CS at Qualio

12:45 - 14:00 Lunch and Networking

14.30 - 16.00: CS Framework Factory Workshop (including coffee break)

The aim of the “European CS Framework Factory” is for customer success actors in Europe to collectively contribute in designing and producing CS frameworks based on sharing and learning from their experiences, best practices and ideas. Nothing is black and white and there are always shades of grey in customer success depending on different contexts, sectors, markets, solutions and clients.

This session will be kicked off by Dan Steinman, Chief Customer Officer of Gainsight.

Dan is a seasoned Customer Success professional and best-selling author of Customer Success (the book). Currently evangelizing customer success in Europe and establishing the EMEA presence for Gainsight, he knows first-hand the challenges in growing and scaling Customer Success teams.

The rest of the session will be facilitated by Sue Nabeth Moore, European Customer Success Consultant. Passionate about customer success, Sue has founded a consultancy, Success Track Enterprise which is based in Paris and with European reach.

Sue Nabeth Moore will facilitate an interactive exchange where CS actors produce framework subsets around given themes.

CS Framework Factory topics for discussion will be collected from participants in advance. The most popular 2-3 subjects will be selected for this first CS Framework Factory, reserving the rest for later summit events. Below are the initial proposed topics for vote:


  1. Driving and measuring adoption + performance

  2. Selling customer success internally

  3. Scaling customer success

  4. Customer segmentation and customer journey mapping

  5. Cross-functional alignment and relays in relation to customer journeys

  6. Customer health and expansion engagement

  7. On-boarding and time to value

  8. Orchestrating meaningful QBRs with impact

  9. VOC - making customers your best sales team

  10. Creating motivating and equitable compensation plans

We look forward to seeing you at the first Framework Factory. The more, the merrier and greater the insights.

16:00 - 18:00 Networking

18:00 - Open Customer Success Manager Meet-up

We have established a MeetUp group on MeetUp and will be hosting the first open Customer Success Meetup. We have about 70 members and the purpose of this is to expand the local network of Customer Success Managers or those that aspire to join the profession.

Questions? Please email peterbartonlyon@hotmail.com or phone 086 606 5780.

Customer Success Europe are Peter Lyon, Chief Customer Success Officer, eSpatial; Evin Conway Senior Manager Critical Incidents, Salesforce; Oonagh McCutcheon, Customer Operations Manager at IE Domain Registry.

We want to facilitate serious conversations about the Strategy, Process, People and Technology of Customer Success.



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Morrison Hotel

Printworks Room

Ormond Quay Lower

Dublin

Ireland

View Map

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