60 minutes
The J-curve in CS
Like a J-Curve pattern, Customer Success has moved through a period of adjustment over the last three years to emerge more clearly defined. The 2022 downturn prompted organizations to question CS's role, creating a defining moment for the function. Teams operating with clear strategic value maintained their position, while others faced harder questions. Now, as CEOs get closer to their customers, we're seeing CS teams adapt their approaches based on specific customer needs.
Planhat CCO Chris Regester and SuccessVP Founder John Gleeson examine this period of change. They explore what recent shifts mean for CS teams in 2025 and beyond.
Discussion topics include:
What's been behind CS's evolution
How CS leadership backgrounds are shaping team approaches and results
Practical applications of AI in CS beyond the hype
This session is for CS leaders interested in understanding recent shifts and preparing for what's next.
About the speakers
Malin Skoglund
VP Customer Success, Planhat
Moderator
Malin Skoglund has 15 years of experience as a sales and customer success SaaS leader. She's scaled businesses from earlier stages all the way through IPO, across different countries and continents. She's been responsible for over $50M ARR and a 100+ member global organization. Malin is a commercial no-nonsense leader who has a knack for building and managing high performing teams.
Malin Skoglund
VP Customer Success, Planhat
Moderator
Malin Skoglund has 15 years of experience as a sales and customer success SaaS leader. She's scaled businesses from earlier stages all the way through IPO, across different countries and continents. She's been responsible for over $50M ARR and a 100+ member global organization. Malin is a commercial no-nonsense leader who has a knack for building and managing high performing teams.
Malin Skoglund
VP Customer Success, Planhat
Moderator
Malin Skoglund has 15 years of experience as a sales and customer success SaaS leader. She's scaled businesses from earlier stages all the way through IPO, across different countries and continents. She's been responsible for over $50M ARR and a 100+ member global organization. Malin is a commercial no-nonsense leader who has a knack for building and managing high performing teams.
Malin Skoglund
VP Customer Success, Planhat
Moderator
Malin Skoglund has 15 years of experience as a sales and customer success SaaS leader. She's scaled businesses from earlier stages all the way through IPO, across different countries and continents. She's been responsible for over $50M ARR and a 100+ member global organization. Malin is a commercial no-nonsense leader who has a knack for building and managing high performing teams.
John Gleeson
Founder, Success Venture Partners
John Gleeson is the Founder & Managing Partner of Success Venture Partners, with previous experience as VP Customer Success at Motive Inc. He has a strong background in venture capital and customer success, and has successfully founded and managed various businesses and initiatives in the San Francisco Bay Area.
John Gleeson
Founder, Success Venture Partners
John Gleeson is the Founder & Managing Partner of Success Venture Partners, with previous experience as VP Customer Success at Motive Inc. He has a strong background in venture capital and customer success, and has successfully founded and managed various businesses and initiatives in the San Francisco Bay Area.
John Gleeson
Founder, Success Venture Partners
John Gleeson is the Founder & Managing Partner of Success Venture Partners, with previous experience as VP Customer Success at Motive Inc. He has a strong background in venture capital and customer success, and has successfully founded and managed various businesses and initiatives in the San Francisco Bay Area.
John Gleeson
Founder, Success Venture Partners
John Gleeson is the Founder & Managing Partner of Success Venture Partners, with previous experience as VP Customer Success at Motive Inc. He has a strong background in venture capital and customer success, and has successfully founded and managed various businesses and initiatives in the San Francisco Bay Area.
Chris Regester
Chief Customer Officer, Planhat
Chris Regester is the Chief Customer Officer at Planhat and was recently recognized by Pavilion, being included in their "Top 50 CCOs to Watch" list. With nearly two decades of experience in SaaS, he has demonstrated expertise in team building, strategic planning, and process optimization across diverse global markets.
Chris Regester
Chief Customer Officer, Planhat
Chris Regester is the Chief Customer Officer at Planhat and was recently recognized by Pavilion, being included in their "Top 50 CCOs to Watch" list. With nearly two decades of experience in SaaS, he has demonstrated expertise in team building, strategic planning, and process optimization across diverse global markets.
Chris Regester
Chief Customer Officer, Planhat
Chris Regester is the Chief Customer Officer at Planhat and was recently recognized by Pavilion, being included in their "Top 50 CCOs to Watch" list. With nearly two decades of experience in SaaS, he has demonstrated expertise in team building, strategic planning, and process optimization across diverse global markets.
Chris Regester
Chief Customer Officer, Planhat
Chris Regester is the Chief Customer Officer at Planhat and was recently recognized by Pavilion, being included in their "Top 50 CCOs to Watch" list. With nearly two decades of experience in SaaS, he has demonstrated expertise in team building, strategic planning, and process optimization across diverse global markets.
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The J-curve in CS
Key takeaways
Like a J-Curve pattern, Customer Success has moved through a period of adjustment over the last three years to emerge more clearly defined. The 2022 downturn prompted organizations to question CS's role, creating a defining moment for the function. Teams operating with clear strategic value maintained their position, while others faced harder questions. Now, as CEOs get closer to their customers, we're seeing CS teams adapt their approaches based on specific customer needs.
Planhat CCO Chris Regester and SuccessVP Founder John Gleeson examine this period of change. They explore what recent shifts mean for CS teams in 2025 and beyond.
Discussion topics include:
What's been behind CS's evolution
How CS leadership backgrounds are shaping team approaches and results
Practical applications of AI in CS beyond the hype
This session is for CS leaders interested in understanding recent shifts and preparing for what's next.
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Multi-Year Deals: The basics
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9 customer success strategies to reduce churn
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Customers
© 2025 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2025 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2025 Planhat AB
Thought-leading customer-centric content, direct to your inbox every month.
By submitting this form I agree that Planhat may collect, process and retain my data pursuant to its Privacy Policy.
Customers
© 2025 Planhat AB