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Thursday, January 12 • 1:00pm - 1:45pm
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.  The findings will be discussed by a panel of senior Customer Success leaders.

Moderators
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 →

Speakers
avatar for Mark Pecoraro

Mark Pecoraro

Mark Pecoraro  is a Senior Customer Success Executive and recognized thought leader who merges his extensive background running worldwide support organizations with leading-edge knowledge of emerging Customer Success platforms to build and lead deployment of Customer Success Management... Read More →
avatar for Paul Reeves

Paul Reeves

VP: Customer Success, Zendrive, Inc.
Paul Reeves is currently VP of Customer Success at Zendrive. With over 15 years of experience, Paul has built and led effective Success and Support teams in early stage, rapidly growing B2B SaaS companies. His Success teams usually include pre-sales, onboarding, training, account... Read More →


Thursday January 12, 2017 1:00pm - 1:45pm
Jr. Ballroom

Attendees (16)