THE LARGEST INDEPENDENT CUSTOMER SUCCESS EVENT
IN THE HEART OF ISRAEL'S HIGH-TECH SCENE - TEL-AVIV
March 29, 2022 // ZOA House TLV
WHAT IS TCC?
The Customer Conference (formerly known as Customer Success Conference - Israel) is
an annual, in-person, the first, and the largest conference in Israel fully dedicated to the international and Israeli Customer Success scene. The conference provides an
in-depth look at international and local trends, insights about the industry,
and updates on progress. Our primary goal is to introduce new trends,
practical tools, and techniques in Customer Success.
SPEAKERS
Irit Eizips
Chief Customer Officer & CEO
CSM PRACTICE
Perry Monaco
Head of Customer Success - Scaled Success at LinkedIn
Dutta Satadip
Chief Customer Officer
ActiveCampaign
Gali Kedar
CCO
Sisense
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Aaron Thompson
Chief Revenue Officer
SuccessCOACHING
Boaz Arbel
Co-founder & CRO
Worknet
Oded Leiba
Chief Customer Officer
Dynamic Yield
Varda Tirosh
Chief Customer Officer
Optimove
Adi Janowitz
Chief Customer Officer
HiBob
Benny Faibish
Founder
PlayWork
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Michal Simler
Customer Success Unit Lead & VP
Microsoft
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Guy Galon
VP Customer Success
Hysolate
Ziv Peled
Chief Customer Officer
AppsFlyer
Yael Haloutz
VP Customer Success
PayEm
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Chilik Hochberg
VP Customers
Rookout
Asaf Klein
VP, Client Services Operations
AppsFlyer
Shiri Levi Laor
COO
Gamgee
Shachar Avrahami
Director of Product & Revenue Operations at EverAfter
Danny Givaty
Senior Implementation Consultant
monday.com
Hadas Rahamim
Head of Customer Success
Exceed.ai, Genesys
Sol Refael
Technical Account Manager
EasySend
Einat Zviely Efrat
Senior Director, Operations Products
Payoneer
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Itai Manor
Director of Sales
PayEm
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Hen Kletter
VP Operations
EverC
Dana Cogan
Chief of Staff Engineering
Snyk
AGENDA
* ALL THE SESSIONS WILL BE IN ENGLISH
07:30 - 08:55
Registration, Networking & Breakfast
08:55 - 09:00
Welcoming Note
PLENARY
09:00 - 09:40
#Growth@Scale: Drive Up Your Company Valuation by Rethinking Expansion Strategies
PLENARY
Company valuations are driven by a combination of growth and scale. While companies aspire to drive growth by increasing logo counts, deeper expansion from existing accounts represents the most scalable opportunity. However, driving customer engagement and expansion depth has always been challenging as customers always demand more personal interactions. The problem is even harder for product-led growth companies that rely on self service customer acquisition. In this session, we will explore scale driven strategies that range from partnering with marketing, to gamification via communities, to personalized engagement to drive adoption, to enabling partners to drive expansion. These key pivots can help customer obsessed companies to drive growth at scale and continue to improve company valuations.
Dutta Satadip - Chief Customer Officer, ActiveCampaign
09:40 - 10:10
Top Customer Success Trends to Keep Up with in 2022
PLENARY
Establishing a mature customer success practice is imperative to any company who wishes to accelerate profitable growth. In 2021, more companies were doubling down on their investment in customer success than ever before and with the digital transformation in the way we meet and communicate with clients, there are bound to be fundamental changes to the world of customer success as well. With that in mind, at the onset of 2022, you might wonder what else could be done to improve your customer success practice. In this session, I will address one of the most pressing question on customer success leaders' mind: what are the key customer success trends should I be aware of and keep up with in 2022?
Irit Eizips - Chief Customer Officer & CEO, CSM PRACTICE
10:10 - 10:50
Customer Success Plans: Why they are a critical piece of your CS strategy
PLENARY
Customer Success Planning is considering by some to be an unnecessary administrative exercise, quickly forgotten as soon as details are captured. In fact, CS plans should be the life blood of your customer journey and play an incredibly powerful role in bringing out the superpowers of both your CSM team and your customers. Perry will demonstrate how success planning has enhanced the LinkedIn customer experience and strategies best to leverage in your own organization. He promises to turn an otherwise mundane topic into a session where you will laugh, learn and leave energized.
Perry Monaco - Head of Customer Success - Scaled Success, LinkedIn
10:50 - 11:10
Networking Break
11:10 - 11:40
How Customers Perceive the Value of a Great CSM
TRACK A
As Customer Success Managers, we are taught to continuously deliver value - creating a proper onboarding plan, building relationships, and ensuring constant contact with our customers. But how does our customer really perceive our efforts?
Chilik Hochberg, Customers executive at Rookout, will speak with senior decision-makers about their “field” experience: How do they really feel when we urge them to set up a QBR? What does a trusted relationship mean to them? And much more...
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Chilik Hochberg - VP Customers, Rookout
Einat Zviely Efrat - Senior Director, Operations Products, Payoneer
Dana Cogan - Chief of Staff Engineering, Snyk
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Hen Kletter - VP Operations, EverC
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Itai Manor - Director of Sales, PayEm
11:10 - 11:40
Tech Tools for Customer Success: Overview and Implementation Suggestions
TRACK B
The number of Customer Success platforms covering different customer success organization needs is increasing rapidly. The session will provide an overview of the main existing CS tools, discuss the "must-haves" while considering which tool to implement, and provide tips and tricks for a successful implementation.
Sol Refael - Technical Account Manager, EasySend
11:10 - 11:40
Ask Me Anything about your Customer Success Practice
TRACK C
Got a tough customer success related challenge to solve? Need a fresh perspective on account segmentation, metrics or your engagement model? Unsure how to optimize one of your customer success processes? Then I’ve got you covered! In this session, you will connect with other customer success leaders and get clarity around your biggest customer success priorities
Irit Eizips - Chief Customer Officer & CEO, CSM PRACTICE
11:45 - 12:15
Scaling CS Organizations - From Penetration Mode to Scale
TRACK A
Being part of the tiny stat-up nation we are, most of our companies strategically plan the expansion to different geos in order to achieve the ambitious growth targets. By tapping to new markets, we basically increase the overall total addressable market of our product. The more niche our product target market is, the more critical this is to the company's growth. Once your company is at the point of geo expansion, whether in a strategic way or opportunistic, your CS strategy must align with this approach. This session will focus on: 1) Defining the CS building block for geo expansion, or for a new remote site; 2) How does this look like in comparison to at scale structure; and 3) We will explore how to evolve from penetration strategy to scale within those geos, and what are the key challenges to account for.
Adi Janowitz - Chief Customer Officer, HiBob
11:45 - 12:15
The evolution of CS Compensation Plans - from Early Stage to Growth
TRACK B
The role of the CSM changes as the Product and Company mature. In early stage companies the CS team is often composed of talented generalists with a wide range of goals and through the maturity of the business the role of the CSM becomes more focused as we build specializations. The compensation plan of the CS organization is a reflection of a maturity process that a company is undergoing. The plan may, dare I say, should evolve over time and help us to drive the business forward, instill behaviors that we believe in and keep our most valuable asset, our teams, focused and motivated. Join my session to learn how to build out plans that help you drive your team and business forward.
Yael Haloutz - VP Customer Success, PayEm
12:20 - 12:50
Level Up: How to Build a Strategic, ROI Driven CS Team?
TRACK A
While tactic aspects often play a vital role in developing Customer Success Managers' skills, the main focus must be strategic if you want to take your client relationships to the next level. To develop true, long-lasting partnerships, your CSM team must lead discussions that can create, increase, and show significant, measurable value to both the client and the company. Join me in a thought-provoking session to learn about the guidelines and actionable steps that can help shift your CSM team's mindset from focusing on open items and features towards strategic, meaningful touchpoints.
Varda Tirosh - Chief Customer Officer, Optimove
12:20 - 12:50
Customer Success Transformation From a Startup to Mature Organization
TRACK B
We usually join an organization in the early stages where our goals are market share, increasing the number of customers by providing endless services to avoid churn. In this session, we will discuss how we transfer a customer success organization to fit a mature company that emphasizes CRC, sets boundaries around services, and help the company thrive with an end goal of profitability in mind.
Oded Leiba - Chief Customer Officer, Dynamic Yield
12:20 - 12:50
Behind the Scenes: CS Ops as an Engine for Growth
TRACK C
Today, building a strong CS Ops team has become essential to execute long-term strategic business goals by designing, implementing and monitoring relevant processes & frameworks. In this session, I will walk you through AppsFlyer's evolution of CSM KPI’s and how they translate to NRR & GRR. Don’t miss out on this unique opportunity to get a first hand account of our predictive tiering model which is the official tiering used throughout the company to identify growth customers and levels of service. In parallel to value creation, our team heavily focuses on enabling CSMs to build strong relationships with their customers, which is why I will share the how and why behind our relationships framework. Join me in this is a practical session that is designed to help CSM organizations scale and impact the bottom line.
Asaf Klein - VP, Client Services Operations, AppsFlyer
12:50 - 14:00
Lunch Break, Networking & Expo Time
14:00 - 14:30
Provide Simple and Intuitive Tools for CSMs to Make Good Predictions
TRACK A
There are certain aspects in customer management that are not necessarily quantifiable and still we are expected to make decisions based on certain assumptions and predictions. In the context of CS, do we embark on a customer journey knowing what the “weather” will be like or whether we have the optimal conditions to make it a successful one? In this session, you will hear about specific predictions that CS professionals make during the customer journey and will learn useful tips in order to make good predictions. You will end the session with a fresh perspective on how you can improve the understanding of your customers and their environment and this time without relying on metrics and statistics.
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Guy Galon - VP Customer Success, Hysolate
14:00 - 14:30
Onboarding - From Kick Off Till Success
TRACK B
Customer Success should be the Trusted Advisor. What does that mean? How does one become one? How to build trust, from the very first second? What should you do differently between SMB and Enterprise clients? Join me for this practical session to learn how to create a delightful & scalable onboarding process. How to leverage tools that are essential for the growth of your company and your customers. We will discuss the important questions and steps you should cover, and what to do when things don't go as planned.
Hadas Rahamim - Head of Customer Success, Exceed.ai, Genesys
14:00 - 14:30
How To Make QBRs Smart
TRACK C
For nearly 20 years the Customer Success industry has been (attempting) to deliver Quarterly Business Reviews (QBRs). Yet many of us struggle to get the customer to even attend in the first place, and when they do we struggle to deliver value in these meetings. In this hands-on workshop, Aaron will teach the group why he believes "QBRs are stupid," and how to make them smart.
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Aaron Thompson - Chief Revenue Officer, SuccessCOACHING
14:35 - 15:05
Meaningful Fun - Using Practical Play for a Happier Customer and Work Experience
TRACK A
Play is one of the most powerful & meaningful forces in life. It's also a supreme form of engagement, creativity and social interaction in business. In this session we'll explore and experience various Play methods that help build trust, drive engagement and bring more fun and meaning into the customer experience and your daily work.
Benny Faibish - Founder, PlayWork
14:35 - 15:05
The Customer Journey's Top Must-Haves
TRACK B
Defining your customer's journey is key to your Customer Success strategy! What is needed to build a successful journey and which stakeholders must take part in its development? Join me and get the most critical points you must focus on when defining your customer's journey, whether your product is sold from the top down or from the bottom up (PLG).
Chilik Hochberg - VP Customers, Rookout
14:35 - 15:40
ASK ME ANYTHING about Customer Success
TRACK C
Dutta Satadip
Chief Customer Officer
ActiveCampaign
Perry Monaco
Head of Customer Success -
Scaled Success at LinkedIn
15:10 - 15:40
Value centric product design - How to Prove Value in Every Step of the Way!
TRACK A
Do you really know why your customer purchased your product? Do you really know if they are fulfilling their buying motivation? If you don't know, it means your product design does not focus on value transparency. Putting value measures at every step of the way and building a personalized value score for every customer is an easy way to overcome attrition, identify growth opportunities and build deeper relationships with your customers by showing them you truly focus on their business , their ambitions, their value. In this session we will learn about the real practice of implementing value centric product design measures right from the beginning, allowing your customer success teams to focus on value driven conversations and identify common measures to help you design your product roadmap!
Shiri Levi Laor - COO, Gamgee
15:10 - 15:40
Run your CS Operations as a Product Organization
TRACK B
Believe it or not, you can take your CS Ops to the next level by borrowing many practices that until today were considered as 'product management practices'. From running A/B experiments on your customer lifecycle journey, tracking your users' (CSMs) usage, and owning your agenda and roadmap. In this session, I will discuss how Success Operations professionals should consider themselves as the product managers of their organization's efficiency, and execute their practice accordingly.
Shachar Avrahami - Director of Product & Revenue Operations, EverAfter
15:40 - 16:00
Networking Break & Dessert Time
16:00 - 16:50
How to build Life Long Customer Relationships?
PLENARY
Customer Success has been proved to be a major success factor for any subscription-based solution. A central pillar of customers’ success, their loyalty, higher renewal rates and expansion opportunities is derived by the relationships the vendors have with their clients.
Please join us to learn from top CS industry experts, who will share their thoughts, experience, best practices, and practical tips and tricks to build and maintain fruitful and long-lasting relationships with customers. From the basic human interactions at a “white glove” environments, to the use of advanced technologies for “low and tech touch”, you will earn your handbook for building and managing valuable customers relationships for life!
Boaz Arbel - Co-founder & CRO, Worknet
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Michal Simler - Customer Success Unit Lead & VP, Microsoft
Gali Kedar - CCO, Sisense
Ziv Peled - CCO, AppsFlyer
Danny Givaty - Senior Implementation Consultant, monday.com
16:50 - 17:25
Lead...Don't Manage
PLENARY
What's the difference between being a manager, and being a leader? In this keyonte, Aaron will walk the audience through how to not only get the most out of their team, but most importantly, how to get the most out of themselves. Often said: "People quit bosses, not jobs." And in the era of "Great Resignation”, what can we all do to be better leaders, for our teams and for ourselves?
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Aaron Thompson - Chief Revenue Officer, SuccessCOACHING
17:25 - 17:30
Closing Remarks
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