Join your CuSP Customer Success Community at our first event of 2023!
EVENT OVERVIEW
Navigating Customer Success Teams – How CS structures shift with company changes
Customer Success duties vary greatly company-to-company, team-to-team. This panel will discuss the pros and cons of the different Customer Success structures and teams they have experienced. We’ll discuss the different ways Virginia Bloom (Aclaimant), Lauren Forest (Slack), Pranav Thaker (pymetrics), and our moderator, Stacy Austin (Morningstar) navigate their teams as company and environment changes. Lastly, based on their experiences, they’ll talk and answer questions about the different hats people might need to wear to be a successful CSM.
Panelist/Moderator: Stacy Austin
Stacy is a former Associate Professor in Communication, and current Customer Success Manager at Morningstar and remote work consultant. She has 6 years of experience traveling the world while building and managing a fully remote SaaS team. Fostering a culture based on respect and transparency by putting people first has always been her #1 priority. She believes that, by encouraging trust in her team to deliver the best product and services, the end result is happy, satisfied customers. Teamwork is everything.
Panelist: Virginia Bloom
Virginia Bloom is the Senior Customer Success Manager for the remote first InsurTech start-up, Aclaimant. She has over 10 years of Customer Success/Account Management experience, primarily in the insurance industry. She has recently found a love of crafting team processes and workflows as well as training and morale boosting for her teams and customers. Outside of work, she volunteers with her local library to ensure equitable access to knowledge, information, and support to everyone in her community.
Panelist: Lauren Forest
Lauren Forest is a Lead, Customer Success Architect at Slack, which has been newly acquired by Salesforce. She has 10+ years experience working in the tech industry, specifically within Customer Success, as well as experience working in government and higher education. Lauren’s area of expertise is building strategic programs, creating and implementing scalable processes, and identifying impactful customer engagements. In her free time, you can find her at the movie theater, spending time with friends, taking health classes, or volunteering in the Chicago community.
Panelist: Pranav Thaker
Pranav Thaker is a Sr. Strategic Account Manager at pymetrics (a Harver company). He has 10 plus years of experience as an account manager in the human resource industry, 3 plus of that has been for saas companies. Creating equal opportunity and a fair recruitment process for all candidates is one of the goals that Pranav is passionate about. In his current position at pymetrics, he works with enterprise clients to help achieve this goal. Outside of work, he loves spending time with his family, traveling and watching movies
AGENDA
- Welcome & Introductory Breakout
- Panel: Navigating Customer Success Teams – how CS structures shift with company changes
- Q & A
It’ll be a great event of learning + networking. We look forward to seeing you there!