CSCnow is your chance to stream exclusive talks and presentations from our previous events, 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 lined up 👇
- Strategic shift- Should CCOs hold the financial reins
- Running customer success as a product - Why, how, benefits
- How to create seamless alignment between CS and Sales
CS is changing - how CCOs and CS teams need to rethink their approach
July 31, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm BST
Join us to learn more about how CCOs and CS team should rethink their approach and how to:
- Reduce churn and increase expansion
- The outside-in customer journey
- What do customers need?
and more!
Kevin Cohn - Chief Customer Officer, Brightflag
"I’ve held leadership responsibility for every functional area except engineering, and have a computer science background. This makes me uniquely able to go wide and deep in software companies."
Strategic shift- Should CCOs hold the financial reins
June 27, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm BST
Join us and Stuti as she explores whether Chief Technology Officers (CTOs) should be responsible for revenue. She discusses the evolving role of the CTO and shares her career journey, emphasizing the importance of revenue ownership from a leadership perspective. Stuti highlights the shift in business dynamics and customer expectations post-pandemic and presents three models for revenue ownership. She prefers a model where Sales handles new customers while Customer Success (CS) manages expansions and renewals, fostering trusted customer relationships. She concludes by stressing the need for data-driven strategies, segmentation, and collaboration with product and sales teams, tying customer outcomes to revenue metrics for organizational success.
Stuti Bhargava, Chief Customer Experience Officer at OneSpan
Customer Experience Executive with over 20 years of experience, specializing in building world-class global organizations in early to mid-stage startups. Built and led high-performance teams to achieve a best-in-class customer experience, including Professional Services, Technical Support, Account Management, and Training/Education. Member of the CS community, a leading panelist at various conferences, and an advisor at multiple early-stage startups.
Running customer success as a product - Why, how, benefits
May 25, 2024
11:00 pm EDT | 8:00 am PDT | 4:00 pm BST
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)
