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The Scale + Customer Success Summit hosted by Matik

The Scale + Customer Success Summit hosted by Matik

Markus Rentsch
June 25, 2024

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Hi, Markus here. Welcome to a free edition of the Customer-Value-Led-Growth Newsletter.

Every week, I share strategies, guides, and frameworks to help you create exceptional value for your customers and company.

If you are not a paid subscriber, here’s what you might have missed:

Hear from the Best on How to Scale CS

The Scale + Customer Success Summit brought together the top minds in customer success to help answer the question: How can customer success teams scale?

Now you have access to all the session recordings! Get answers to how teams can do more with fewer people & resources and how teams can better support all of their accounts (big & small) as they grow.

1. Opening Keynote

Hear from Jon Herstein, the Chief Customer Officer of Box, and his unique perspective on customer success having witnessed firsthand what customer success looks like when a company is just starting out, to its growth stage, navigating the complexities of an IPO, and becoming a billion-dollar company.

Listen to keynote

2. Do More With Less

Trying to figure out how your team can do more with fewer people & resources? Then check out these session recordings!

Doing More with Fewer Resources

Dan Ennis - Senior Manager, Scale Customer Success at Monday.com
Erika Villarreal - Strategic, Customer Success Manager at Eptura
Markus Rentsch - CEO at Remark-able
Rachel Provan - Founder and CEO at Provan Success, LLC
Sumi Jaiswal - Customer Success Leader at DotDot

Unlocking Efficiency: The Impact of CS Operations on Scaling Customer Success Teams

Sonam Dabholkar - Director, Customer Success Operations at Clio - Cloud-Based Legal Technology

Transitioning Clients from High-Touch to a Pooled Model

Emilia D'Anzica, MBA, PMP - Managing Partner & Founder at Growth Molecules

Scale from an Ops Perspective

Justin Chappell - VP Customer Experience at 6sense Inc.
Melissa Allen - Director, Customer Success Operations at Okta ‍
Nik Mijic - Founder & CEO at Matik
Rosa Gandler - Senior Director, Customer Revenue Operations at Greenhouse Software
Rosalyn Santa Elena - Founder and Chief Revenue Operations Officer at The RevOps Collective
Thuy Pham - Manager, CS Ops Strategy & Systems at LinkedIn

Scaling Customer Success with AI: A Practical Approach

Chad Rosh - Manager of Customer Success at GaggleAMP

Making the Business Case for Your Scaled CS Program

Jan Young, MBA, CSPO, CSM - Founder & Chief Customer Officer at JanYoungCX

The Role of Data in Scale & How to Scale It

Conor Kelly - Scaled Insights Manager as Asana
Nick Jaton - Data Engineer - CS Ops at Samsara ‍
Nik Mijic - Founder & CEO at Matik

Scaling With What You Have: How to Build Your Org When You Are Bootstrapped

Maranda Dziekonski (she/her) - SVP, Customer Success & Ops at Datasembly

Scaling CS for Maximum Impact & Leveraging AI

Christine Naidu - Enterprise Customer Success Manager
Eddie Chavez - Founder & Chief Growth Officer at Propelify.io Consulting
Harita Salvi - Senior Director, Global Customer Success at JumpCloud
Irit Eizips - Chief Executive Officer & CCO at CSM Practice
Rodrigo Fernandez - Founder & Fractional Growth Leader at NxtLevel SaaS

3. Supporting Long-Tail Accounts

Trying to better support and grow all of your accounts, both big & small? Then check out these session recordings!

Supporting & Growing All Accounts

Chad Horenfeldt - VP of Customer Experience at PathFactory‍
David Leibell - Manager, Account Management at Matik
Danny Villarreal - VP of Customer Success at Toolio
Erica Akroyd - Sr. Manager, Customer Education at Pendo.io
Mary Poppen - President and CCO at HRIZONS, an HR Cloud Company EX

You’ve scaled CS. Now what? Indispensable strategic skills for next gen CSMs.

Bob London - Founder & Chief Listening Officer at BobLondon.co

I Want To Scale, But Do I Need to Scale?

Seán Reid - Manager, Customer Growth at Personio

Scaling Success: Revolutionizing Customer Engagement in the Digital Age

Jeff Kushmerek - CEO & Founder at Infinite Renewals

3 Non-Obvious Pillars to Your Scaled Strategy

Jeff Breunsbach - Co-Founder at GrowthCurve.io

Orchestrating Seamless Digital Experiences

Scott Wilder - Head of Digital Success and Self-Serve at Clari

Durable Growth: Evolving and Iterating your Scaled CS Program

Dan Ennis - Senior Manager, Scale Customer Success at Monday.com

Human & Machine Symbiosis in Customer Success

Alex Turkovic - Director of Global Digital Customer Success at Flexera

Supercharge Your Customer Business Reviews: A Simplified, Data-Driven Approach to Accelerate Customer Engagement and Results

Greg Daines - CEO at ChurnRX