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.
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
14:00 to 16:00 Building a "European CS Framework Factory”
This part of the day 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). He is currently establishing the EMEA presence for Gainsight so he knows first hand the challenges in growing and scaling Customer Success teams. He will kick off by giving briefly his insights into how Customer Success is developing across Europe - his feedback, perceptions, comparison with the US, challenges and opportunities.
Sue Nabeth Moore, European Customer Success Consultant will then host the remainder of the afternoon session. Passionate about customer success, Sue has founded a consultancy, Success Track Enterprise which is based in Paris and with European reach.
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 their experiences, best practices and ideas. There is never a black and white picture and there are always shades of grey in customer success depending on different contexts, sectors, markets, solutions and clients.
Sue will present her own vision of a CS framework and then facilitate an interactive exchange where CS leaders produce framework subsets based on sharing and consolidating their ideas around given themes. The aim is for these thematic framework subsets to be actionable and to be built upon during further “European CS Framework Factory Events”. Topics for discussion will be collected from participants in advance of the event based on popular demand.
Here are some of the topics we will be voting on:-
Driving and measuring adoption + performance
Selling customer success internally
Scaling customer success
Customer segmentation and customer journey mapping
Cross-functional alignment and relays in relation to customer journeys
Customer health and expansion engagement
On-boarding and time to value
Orchestrating meaningful QBRs with impact
VOC - making customers your best sales team
Create motivating and equitable compensation plans
There will be a coffee break mid-way through the afternoon session.
16:00 to 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 email@example.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.