08:00 - 09:00

Registration and Breakfast

09:00 - 10:20

Keynote stage - TBA

PLENARY

10:20 - 10:50

Break and Networking 

10:50 - 11:20

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 - Enterprise Services Lead, Operative

11:25 - 11:55

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

11:25 - 11:55

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

11:25 - 11:55

Behind the Scenes: CS Ops as a Catalyst 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

12:00 - 12:30

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

12:00 - 12:30

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

12:30 - 13:45

Lunch Break

13:45 - 14:15

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

13:45 - 14:15

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

13:45 - 14:15

Provide Simple and Intuitive Tools for CSMs to Make Good Predictions

TRACK C

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.

Guy Galon - VP Customer Success, Hysolate

14:20 - 14:50

Value centric product design - How to Prove Value in Every Step of the Way!

TRACK C

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

14:55 - 15:25

The Customer Journey's Top Must-Haves

TRACK C

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 - Chief Customer Officer, Ezbob

15:25 - 15:45

Break and Networking

15:45 - 16:25

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 and CCO, MaiView

Gali Kedar - CCO, Sisense

Ziv Peled - CCO, AppsFlyer

16:25- 17:05

Keynote stage - TBA

PLENARY

17:05 - 17:30

Closing Remarks and Networking

850 NIS

SOLD OUT​

1100 NIS

Plus 17% VAT
Seats are limited

960 NIS

Plus 17% VAT
Seats are limited