Customer Success: Advice for B2B Startups

A successful sale is huge. A successful client is huge, too. Investing in customer success not only helps retain client relationships but can also help inform product development, differentiate the experience with your company versus competitors, and can lay the groundwork for upsales and more revenue. Join us on April 24th as we discuss how some of New York’s most successful B2B companies have built out their their customer experience strategy and the results they’ve seen. We’ll cover Delighting your customers after the sale Building an effective customer success strategy Managing and hiring customer success teams Coordinating customer success with marketing, sales, product, and dev And much more! About the panelists Edward Chiu is the CEO of Catalyst, an intuitive SaaS platform designed to help Customer Success Managers more efficiently manage their customers. Previously he built and led the customer success organization for DigitalOcean, one of the fastest growing cloud companies in the world with $100M+ in revenue and 1M+ customers. Deborah Cronen is the Global Head of Customer Success at Segment. Her team is helping engineering, product and marketing professionals capture, normalize, and leverage data from every customer touchpoint. Over the course of her 15+ year career, she’s worked across multiple business disciplines ranging from marketing to sales strategy to customer success. Previously, Deborah was the head of customer success at both LinkedIn and Percolate, and before that, worked at American Express. She graduated Magna Cum Laude from Barnard College, and received her MBA from Yale School of Management. Ellen Terchila is the VP of Global Customer Success at Sailthru, the most innovative platform for email, web, and mobile. In this role, she oversees the Customer Success function, in addition to Strategic Account Management, which leads renewal, upsell, and expansion opportunities. Prior to joining Sailthru in February 2017, she was the Director of Customer Success for Workday in Europe, and previously held the same position for Workday's South region in Atlanta. Schedule: 6:30 - 6:50: Drinks & Networking 6:50 - 7:50: Panel 7:50 - 8:15: Audience Q&A 8:15 - 9:00: More Drinks & Networking