Jenna Chau is the Head of Customer Success at Invelo, and is a forward-thinking, proactive CS leader with a background in customer success and sales administration.
Back in October 2022, Jenna attended our Customer Success Festival in Boston, and in this case study she discusses:
- Why she signed up for our Boston event
- What were the key outcomes
- What she found interesting
- How she’s going to apply her new-found knowledge in her current role
- Why other CSMs should attend our events
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Why did you sign up for the Customer Success Festival in Boston?
I signed up for the Customer Success Festival in Boston because we are currently growing our customer success department at Invelo (we're a small startup company in the software industry). And I was really excited and eager to hear from some of the best minds in the CS industry and network with other peers who are doing amazing things. So it was very successful for me.
What were the key outcomes for you?
My main objectives for attending the Customer Success Festival in Boston were to network, gain knowledge, implement with our team, and find potential software solutions.
Were there any particular insights that picked up that you found interesting?
There were two things that I found pretty interesting.
The first was that I desperately needed to implement a CS ops role into our team. This is something that we’ll likely be doing within the next six to eight months to handle our processes, procedures, and the platforms that we use within our department – and to be able to manage and evolve those.
Here’s the second thing I found interesting: for every person I spoke to, the structure of each of their customer success teams was different. And it was really interesting to me that, not only here in Boston and wider Massachusetts, but across the country and the world, customer success is defined a little differently everywhere you go.
So I know in time the industry will start to like standardize and develop more structured roles around how CS teams are built, but right now, it's kind of exciting to be part of this industry boom. Everyone’s adapting and focusing on customer success being a very pivotal part of the larger business.
How are you going to apply the findings from our Boston event in your current role?
Man, we've already started applying the knowledge that I've learned from the Customer Success Festival in Boston. And I've also learned a ton from the networking connections that I made, whether that was posts on LinkedIn that I saw or conversations that I've had since.
But even now we've added two new team members to my team and looking to hire two more within the upcoming weeks because we are a fast-growing startup company and have a lot of growth trajectory ahead of us, and a lot of implementation to do, so we're actively building and growing and implementing a lot of the knowledge that I learned.
Why should other CSMs and CS leaders sign up for Customer Success Collective’s events?
I think the customer success industry in and of itself is booming right now, and it's really exciting to be part of an industry that is growing at such a fast rate.
It’s fantastic to be connected with other professionals who are so skilled and talented. These people are cutting-edge in how they connect, how they teach, and how they’re growing this industry.
Customer Success Collective did an incredible job at providing value in their chosen speakers, how they built the event, and providing a space for people to network and really collaborate with other CS professionals.
So I'm absolutely going to be attending again in the future. I can't wait for what this industry is about to do in the coming years, because we've already made huge strides.