CSCnow is your chance to stream exclusive talks and presentations, hosted by customer success experts and industry leaders.
It's a unique opportunity to watch the most sought-after customer success content – ordinarily reserved for CSC Pro members. Each stream delves deep into a key customer success topic, industry trend, or case study. Simply sign up to watch any of our upcoming live sessions.
🎥 Access exclusive talks and presentations
✅ Develop your understanding of key topics and trends
🗣 Hear from experienced customer success leaders
👨💻 Enjoy regular in-depth sessions
Take a look at what we've got coming up 👇
- Running customer success as a product - Why, how, benefits
- How to create seamless alignment between CS and Sales
- Designing a customer success strategy built on sentiment and relationships
Running customer success as a product - Why, how, benefits
March 25, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm GMT
This session is led by Santosh Sahoo, focused on the challenges and strategies related to customer success (CS) within an organization. Santosh emphasizes the importance of shifting towards a more customer-centric approach and highlights various issues such as disjointed communication within CS departments, lack of alignment in key performance indicators (KPIs), and the need for a clear customer success roadmap.
Santosh advocates for a product mindset in customer success, drawing parallels with successful product launches like the iPhone. They propose the idea of "success plans" as a way to codify and deliver value to customers, with transparent entitlements and clear roadmaps. These success plans are designed to provide customers with an elevated experience, tailored to their specific needs and segments.
Santosh Sahoo, Regional VP of Customer Success, Mulesoft
Technology leader with 20 years of experience in Sales, Customer Success, Professional Services, Support and Engineering
Currently leading Global CS teams for MuleSoft’s Automation(RPA, Composer and Flow) and Retail and Consumer Goods Operating Units, helping MuleSoft's most strategic customers shape their Hyperautomation strategy
A data-driven PnL executive and I combine data with context to drive timely decisions for business. Have led Adoption, Retention, Expansion and Advocacy efforts across Enterprise, Mid-Market and SMB customer portfolios from as small as 50 to 1000+ customers
How to create seamless alignment between CS and Sales
March 25, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm GMT
In this session, Subash Sreenivasan discusses the critical importance of aligning sales and customer success within organizations. She emphasizes that while the ideal scenario of seamless collaboration between these two departments may not always exist, it is essential for achieving sustainable growth.
She stresses the need for proper governance structures to facilitate collaboration and measurement of outcomes. A unified customer canvas ensures a shared understanding of customer needs and goals across departments. The handoff process is crucial for seamless transition between sales and customer success, ensuring clear communication and accountability.
Throughout the session, Subash provides insights into practical strategies and metrics for effective alignment, such as customer satisfaction rates, deployment timelines, and expansion opportunities. She emphasizes the importance of collaboration and communication in fostering a culture of alignment between sales and customer success for sustainable business growth.
Subha Shrinivasan, Vice President of Customer Success, Unified Cloud BU, Rakuten Symphony
Customer Success executive with a strong technology background in Cloud and K8s.
Areas of specialization: Delivery of Products & Services, CS-Operations, Pre-sales, and Technical Account Management.
data center
Career Highlights :
- PnL ownership & achievement (> 25M in revenue),
- Business Unit Head (15+ Fortune 500 customers at a time) of data center Solutions & Services BU
- Global leadership of over 200 + large sized, globally distributed, culturally diverse teams across continents
- Track record for scale; Built new delivery units from scratch to 200+ member team in less than 18 months
- Global account management for Fortune 500 companies (Meta, Google, DELL, Brocade)
Designing a customer success strategy built on sentiment and relationships
February 27, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm GMT
In this session, valuable insights are offered on designing a customer success strategy centered on sentiment and relationships, irrespective of the team's developmental stage. Emphasizing the understanding of customer success department maturity stages, essential aspects like accountability partnerships and distinguishing between value and impact are highlighted.
The significance of leveraging data, surveys, and CSM feedback to iteratively refine customer journeys is underscored, driving long-term benefits for both customers and businesses. Additionally, practical considerations such as securing a budget for necessary tools and overcoming challenges during stage transitions are addressed.
This session offers actionable strategies for optimizing customer success endeavors and nurturing meaningful customer connections.
Melissa McMillan, Vice President of Customer Success, Evolv AI
I build Customer Success teams from nothing to well-oiled machines for startups. Born Maximizer, experienced workflow and process streamlining expert passionate about progress and the arts of simplifying and improving.
