Actions and Detail Panel
Measuring and Proving the Internal Value of Customer Success for SaaS.
Tue, November 1, 2016, 9:00 AM – 2:00 PM GMT
Very little published material exists on how Customer Success Leaders are justifying the cost of their CS function. Is this because CS is still finding its correct position in the organization? Is it because some CS functions don't do the "commercials" and so causality to financial contribution is not easily measured?
We have put together a morning event on the 1st November for CS Leaders to focus on the topic of Measuring and Proving the Internal Value of Customer Success.
We will have a couple of talks from both local and international Customer Success experts such as Dan Steinman from Gainsight. The event should also serve as an excellent networking forum for CS Leaders.
This event is targeted at senior and aspiring Customer Success Leaders, Senior Sales Engineers and Customer Retention experts.
Number are limited to 30 to facilitate strong audience interaction and networking.
We have kept the cost as low as possible to encourage participation - all proceeds (as per the last event) will go towards the next event
We hope you can make it.
Measuring and Proving the Value of Customer Success
09:00-09:30 Registration, Networking and Coffee
09:30-09:45 How to keep your role as VP Customer Success
Peter Lyon, Chief Customer Officer, eSpatial
Peter is Chief Customer Success Officer at eSpatial and founder of Customer Success Associates. He has been building and leading Customer Success teams for over six years. He is a regular public speaker on Customer Success and provides Advisory services for SaaS businesses.
09:45 – 10:15 The Value of Customer Success to SaaS companies
Dan Steinman, Chief Evangelist and CCO Emeritus at Gainsight
Dan is Chief Evangelist and CCO Emeritus at Gainsight evangelizing Customer Success and building Gainsight's presence and business in Europe. He was one of the co-authors of the highly successful book - Customer Success. Dan is a regular international speaker on Customer Success and is a major contributor to and stakeholder of the annual Pulse conferences in Europe and the USA.
10:15-11:00 Measuring the Value of Customer Success - A Case Study
Damien Mulligan, Global Director Subscription Utilization, Bentley Systems.
Damien has 18 years maximizing value for customers in support and services roles with IONA Technologies and Bentley Systems, most recently driving Customer Success initiatives through technical and commercial programs for Bentley's broad infrastructure industry base.
11:15-11:45 A reflection on Customer Success – A Case Study
Colleen Carney, International Services Director, EMEA, HubSpot
Over the past six year Colleen has grown her career in Customer Success at HubSpot. She is passionate about cultivating an inspirational culture, helping her team members achieve their dreams, and delighting HubSpot customers with world-class service. She is dedicated to operating with integrity, common sense, and investing in others.
Currently, Colleen is leading all aspects of the HubSpot’s International EMEA Services team at HubSpot: Customer Success, Implementation, Channel Consultants, and Professional Services. Her team is focused on solving for the customer. They help companies’ large and small transform the way they market and sell by leveraging Inbound marketing using the powerful HubSpot software.
11:45- 12:00 Q&A of panel
12:00-12:30 Roundtable discussion with facilitators
This will be up to 30 minutes of facilitated unplugged discussions in groups of ten. The speakers with be the facilitators and ensure participants share and debate their own experiences as CS leaders.
12:30-13:00 Round Table feedback
Full Audience participation facilitated by Peter Lyon
13:00 - 14:00 Lunch and Networking
Questions? Please email firstname.lastname@example.org or phone 086 606 5780.
Customer Success Ireland 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.