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The Product-Led Pulse: Scaling Customer Success - Pt 1

September 26, 2024

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11:00-12:30

EST

All Industries

/

NAM,EMEA,APAC

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The Product-Led Pulse: Scaling Customer Success - Pt 1

Roundtable

The Product-Led Pulse: Scaling Customer Success - Pt 1

Thursday, September 26, 2024

/

11:00-12:30

EST

All Industries

/

NAM,EMEA,APAC

Speakers

Sarah Tijou

Sarah's extensive journalism experience spans across BBC Radio 1, BBC World Service, Global Radio, and ITN, leading output as a senior newsreader and producer. Her passion for uncovering and reporting the inclusive human element behind every story fuels her mission to provide invaluable insights and intelligence that drive positive, diverse change for both organizations and individuals. As Vice President of Communications at Spotlight, she continues to harness her storytelling prowess to guide international business leaders through transformative journeys, bringing a forward-thinking, global perspective to all endeavours. Beyond her career in the broadcast industry, Sarah's diverse experience as a police call handler, a bar manager, and a ski instructor, underscore her boundless curiosity and love for learning! Whether her summit is a snowy mountain peak or a global business conference, she'll certainly be there!

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Sarah Tijou

Vice President of Communications

Panelle

Moderator

Christine Itwaru

Christine has over 13 years of experience in product management, starting as an IC Product Manager and advancing to leadership roles in finance, fintech, and SaaS. She is dedicated to delivering outstanding product experiences while strengthening product teams. Christine believes that building great relationships with customers begins with a frictionless product experience, fostering trust and partnership. Her passion for connecting product professionals with partners and customers has guided her career, making her a pioneer in Product Operations and a thought leader in the field. Christine's expertise in data-driven product management has led her to coach hundreds of teams through product-led transformations and strategy building. She mentors product leaders on aligning strategy with vision, establishing strong team foundations, implementing best practices, and creating systems for optimal performance.

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Christine Itwaru

Head of Product & Product Design

Vitally

Speaker

Taylor Maloney

Taylor is a sales professional partnering with mid-market organizations at Vitally.io, with previous experience at Drift, Siemens Healthineers, and Mamava. She earned her Bachelor of Arts in Organization and Management Studies, along with Women, Gender, and Sexuality Studies, from Gettysburg College. Now based in New York City, Taylor enjoys traveling, attending Taylor Swift concerts, and exploring new yoga studios, spin classes, and the city's diverse culinary offerings in her free time

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Taylor Maloney

Account Executive

Vitally

Partner

Christine Parker

Christine Parker is an accomplished executive leader with over 25 years of experience driving digital and AI-enabled strategies for global organizations. Her expertise spans strategy, business development, product management, operations, and customer success. Christine excels at leading cross-functional teams to execute transformative initiatives, aligning business goals with innovative solutions that deliver measurable outcomes. She is currently the SVP and Chief Customer Officer at Quantive, where she leads global customer engagement strategies to maximize product adoption and growth. Christine is also actively involved in various advisory roles, including as a Board of Governors member for the Harvard Business School Alumni Association and an Advisory Board Member at the Museum of Science in Boston. Her passion for mentoring talent and fostering inclusive, high-performing environments underscores her commitment to operational excellence and growth.

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Christine Parker

SVP, Chief Costumer Officer

Quantive

Amanda Cox

Amanda Cox is the Sr. Director of Client Experience at HealthMark Group, where she leads initiatives to enhance client satisfaction and operational performance. With extensive experience in the healthcare industry, Amanda has a proven track record of transforming strategic plans into actionable solutions that drive process improvements and exceed performance targets. Previously, she served as Vice President of Strategic Accounts and Operations at Ciox Health, and as an Area Manager at HealthPort Technologies. Amanda's leadership is characterized by her ability to optimize processes, manage high-growth environments, and deliver measurable outcomes.

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Amanda Cox

Sr. Director of Client Experience

HealthMark Group

Speaker

Kyara Andrews

Kyara Andrews is a Strategic Customer Service Expert and Director of Customer Support at Order.co, where she excels in driving excellence in B2B SaaS support. With a robust background in scaling customer service operations, Kyara has significantly enhanced team performance and productivity through strategic initiatives and process improvements. She has held leadership roles at Tradesy, where she developed and executed trust and community strategies, and at Booth Boxx, where she owns and operates a business. Kyara is known for her expertise in fraud prevention, compliance management, and creating scalable foundations for operations teams.

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Kyara Andrews

Director of Costumer Support

Order.co

Speaker

Sarah Taubner

Sarah Taubner is a Senior Manager of Customer Experience at GRIN, where she excels in leading post-sales teams, including onboarding, account management, and professional services. With over 15 years of experience in customer success, professional services, and recruiting, Sarah is passionate about elevating customer experiences in fast-paced SaaS environments. She is known for her strategic oversight, innovative solutions, and ability to motivate teams to exceed expectations. Her extensive background includes leadership roles at Emburse Certify and Pierce Promotions, where she honed her skills in customer success and operations management.

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Sarah Taubner

Senior Manager, Customer Experience

Grin

Speaker

Kelly McGuire

Kelly is the Vice President of Customer Success at Everstage, where she excels in scaling customer success with a focus on enhancing product adoption and fostering customer advocacy. With a proven track record in building high-performance go-to-market teams and navigating complex enterprise relationships, Kelly is adept at creating strategies that drive customer satisfaction and growth. Her passion extends to fostering genuine adult-to-adult conversations and addressing imposter syndrome, ensuring a supportive and effective team environment. Kelly combines technical acumen with empathetic leadership to deliver impactful, data-driven results and scalable success programs.

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Kelly McGuire

Vice President, Customer Success

Everstage

Speaker

Sarah Cunningham-Scharf

Sarah is the Head of Customer Success at Great Question, leading the team since October 2021. Based in Toronto, Ontario, she ensures customer needs shape every product and business decision, driving success for the company's all-in-one customer research platform. With the economy limiting headcount growth, Sarah focuses on scalable strategies, crucial as the company prepares for a Series A raise. Her top priorities include managing relationships with large Fortune 100 enterprise customers, automating processes like NPS and CSAT scoring, and maintaining high-quality customer support as the client base grows. These efforts, crucial for sustaining $2 million in ARR and expansion, reflect her commitment to efficiency and customer satisfaction.

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Sarah Cunningham-Scharf

Head of Customer Success

Great Question

Speaker

Overview:

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In today’s business battlefield, the real game-changer is an unbeatable customer experience. But here’s the twist: your product holds the key. Enter "product-led customer success" - the revolutionary strategy that transforms your product into the ultimate tool for driving customer value, satisfaction, and loyalty.

Why just meet customer expectations when you can exceed them? By leveraging your product as the main driver of success, you’re not just keeping customers happy, you’re turning them into loyal fans and fueling explosive growth. And in a world where customers come from all walks of life, diversity, equity, and inclusion are business imperatives. Your approach needs to be as inclusive as it is innovative.

This is more than a strategy; it’s a revolution. Be ready to unlock your product's full potential, embrace DEI, and leave the competition in the dust. The time to act is now. Join the conversation as we share into game-changing insights, hard-won lessons, and fresh ideas that will supercharge your product's potential.

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Topics of Discussion:‍

1. What challenges are you currently facing in scaling customer success? How can you strategically leverage automation here without losing the personal touch that builds strong customer relationships?

2. What innovative ways can our product itself drive greater adoption and expansion, turning users into advocates?

3. How can product-led customer success teams measure and leverage customer feedback to enhance support and improve the overall customer experience?

4. How can a product-led support strategy enhance the overall customer experience, and what role does data play in refining this approach?

5. How can we ensure that our product-led strategies and customer success initiatives are inclusive, promoting diversity, equity, and inclusion (DEI) while meeting the diverse needs of all our customers?

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