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Thought Leadership

Become customer-centric

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Thought Leadership

Become customer-centric

Webinars

1 hour

What does it take to be a Chief Customer Officer?

Have you ever wondered what it takes to be a Chief Customer Officer (CCO)?

Three CS leaders was challenged with an interactive scenario where they are dropped in as the new CCO at a fast-scaling SaaS company. Watch them discuss how they’d face each task, share their thought process and answer questions from the audience as we go.

Watch the session to learn how to:

build a customer centric organization
manage customer commitments made by other departments
forecast with the addition of new products, services or markets
develop your team into future CS leaders

About the speakers

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

Christian is a GTM and Field researcher in the customer success space. He was previously a Customer Operations Manager at Tessian, where he co-led the product committee. He is also host to a series of popular thought-leadership shows, including CSNext and CS Hotseat, and was recognised as one of the Top 25 CS Thought Leaders in 2022.

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

Alex Farmer

Founder and CEO, Customer Success Excellence

Alex Farmer is the founder and CEO of Customer Success Excellence. Currently the Chief Customer Officer at Nezasa, a travel tech start-up, and recognized as a 2021 Top 25 Customer Success Influencer by SuccessCOACHING. Prior to this, Alex led global customer success, partnerships, onboarding, training, support, and sales at Incopro. He also built the customer success function at HR tech scale-up Fairsail.

Alex Farmer

Founder and CEO, Customer Success Excellence

Alex Farmer

Founder and CEO, Customer Success Excellence

Alex Farmer

Founder and CEO, Customer Success Excellence

Jennifer Yorke

Chief Customer Officer, Ometria

Jennifer Yorke is the Chief Customer Officer at Ometria, a customer data and marketing platform for retailers. As Ometria's Chief Customer Officer, Jennifer oversees customer strategy to deliver exceptional marketing experiences, drive CRM growth, and maximize revenue expansion. With a passion for scaling high-growth tech businesses and teams, Jenn has a strong track record at Hootsuite, Box, and Bazaarvoice.

Jennifer Yorke

Chief Customer Officer, Ometria

Jennifer Yorke

Chief Customer Officer, Ometria

Jennifer Yorke

Chief Customer Officer, Ometria

Gonzalo Cayo

Chief Customer Office, Hivebrite

Gonzalo Cayo is the Chief Customer Officer at Hivebrite, leveraging 20+ years of experience in Product and CS. He ensures Hivebrite's customers maximize value and grow their communities. Gonzalo excels in solving complex challenges in Education Technology, Advertising Technology, Automotive Technology, and Community. He believes in a customer-centric culture and assembles passionate teams dedicated to enhancing client experiences.

Gonzalo Cayo

Chief Customer Office, Hivebrite

Gonzalo Cayo

Chief Customer Office, Hivebrite

Gonzalo Cayo

Chief Customer Office, Hivebrite

A corridor in a futuristic data warehouse.

“With automated workflows and notifications in place we’ve not only boosted upsells, but also effectively reduced churn”

Director, Customer Success Strategy and Operations

Large Picadilly circus billboards showing advertisements.

“High touch CSMs have been able to more efficiently manage their day, unlocking substantial cost savings”

Vice President of Customer Success and Onboarding

An open laptop showing the Thrive learning platform.

“Our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limit and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.”

Chief Operating Officer

Two cartoon characters standing next to each other holding a screenshot of the Toon Boom Animation platform.

“Our capacity has improved and simultaneously we have reduced the cost of operational management”

Director of Customer Success

“Planhat has really helped the onboarding team know when to activate certain steps, and which emails to send. For example, Planhat's automated alerts help us notice depreciating NRR and act in a timely manner”

Director of Customer Success

“With automated workflows and notifications in place we’ve not only boosted upsells, but also effectively reduced churn”

Director, Customer Success Strategy and Operations

“High touch CSMs have been able to more efficiently manage their day, unlocking substantial cost savings”

Vice President of Customer Success and Onboarding

“Our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limit and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.”

Chief Operating Officer

“Our capacity has improved and simultaneously we have reduced the cost of operational management”

Director of Customer Success

“Planhat has really helped the onboarding team know when to activate certain steps, and which emails to send. For example, Planhat's automated alerts help us notice depreciating NRR and act in a timely manner”

Director of Customer Success

“With automated workflows and notifications in place we’ve not only boosted upsells, but also effectively reduced churn”

Director, Customer Success Strategy and Operations

“High touch CSMs have been able to more efficiently manage their day, unlocking substantial cost savings”

Vice President of Customer Success and Onboarding

“Our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limit and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.”

Chief Operating Officer

“Our capacity has improved and simultaneously we have reduced the cost of operational management”

Director of Customer Success

“Planhat has really helped the onboarding team know when to activate certain steps, and which emails to send. For example, Planhat's automated alerts help us notice depreciating NRR and act in a timely manner”

Director of Customer Success

“With automated workflows and notifications in place we’ve not only boosted upsells, but also effectively reduced churn”

Director, Customer Success Strategy and Operations

“High touch CSMs have been able to more efficiently manage their day, unlocking substantial cost savings”

Vice President of Customer Success and Onboarding

“Our license upsells are 24% higher this year than last year. Now we can see when customers are approaching their license limit and speak to them proactively, all thanks to the visibility we get on our customers with Planhat.”

Chief Operating Officer

“Our capacity has improved and simultaneously we have reduced the cost of operational management”

Director of Customer Success

“Planhat has really helped the onboarding team know when to activate certain steps, and which emails to send. For example, Planhat's automated alerts help us notice depreciating NRR and act in a timely manner”

Director of Customer Success

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