09:00 - 09:05

Opening by

               Dawn Lanny Gabay

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KEYNOTE - The Kindness Challenge: Why being kind at work matters

09:05 - 09:40

Perry Monaco, Head of Customer Success – Search and Staffing at LinkedIn North America recently challenged his Customer Success team to a Kindness Challenge and the results were surprising. Join Perry as he discusses the importance of being kind at work and shares both the scientifically proven and corporate benefits of kindness. 

In what promises to be both interesting and inspiring, you will leave with tangible ways to accelerate your business and people through kindness.

                 Perry Monaco - Head of Customer Success – Search and Staffing @ LinkedIn 

KEYNOTE - Welcome To The Outcomes Economy

09:40 - 10:10

In his talk Matt will share his views on why customer success teams, businesses and indeed your customers require Customer Success to be more than just about adoption, happiness and relationship building. He explores the history and evolution of Customer Success towards the outcomes approach, and how he has been successful at implementing this at Autodesk and now at SAP.

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                 Matt Myszkowski - VP EMEA Customer Success @ SAP

KEYNOTE

10:10 - 10:40

Expansion Selling: A Proactive Data-Driven Strategy Framework

Most companies are at a disadvantage because they apply the same sales methodologies for new accounts as they do existing accounts. By adopting a data-driven proactive expansion selling framework, businesses grow expansion opportunities proactively

and in a more consistent manner.
          

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                 Irit Eizips - Chief Customers Officer & CEO @ CSM PRACTICE

11:00 - 11:20
Track A

Winning the on-boarding game!

Plan and execute your customer on-boarding to ensure product adoption and renewal.

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                Chilik Hochberg - Principle Customers Evangelist @ NetApp

11:00 - 11:20
Track B

The trust circle - How we build trust with our customers

Asaff Zamir, Siemplify’s Global Head of CS will share the model he built and how it was implemented across the department in day to day activities.

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              Asaff Zamir - Global Head of CS @ Siemplify

11:25 - 11:45
Track A

Reports and data modeling

One of the key challenges hyper-growth SaaS companies are facing is the need to become data-driven, while there is no single source of truth, or while having a lack of visibility over data. 
How do we get started? How do we make sure we look at what's important? Once we define what's important, how do we make it part of our day-to-day, and drive decisions based on the data? It all starts with a clear understanding of what goals we are looking to achieve, what indicators drive these results, and then modeling it in a way that helps us understand our customers 360'.

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              Adi Janowitz - VP Customer Success @ HiBob

11:25 - 11:45
Track B

Customer Lifecycle Engagement & Advocacy Redesigned

In this session Gal will share how leading global companies approach Customer

Lifecycle Engagement & Advocacy, why this is has become a differentiator in 2020,

the link between customer marketing and customer success and practical first steps

to ignite advocacy.

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              Gal Biran - CEO & Co-founder @ Crowdvocate

11:50 - 12:10
Track A

Upsell, retention and renewals

The mission of Customer Success is to increase value for the customers and also, equally important, for the Company. While value might be interpreted differently by different customers its meaning is crystal clear when it comes to the company - Increase Net Retention by decreasing churn and increasing upsells and cross-sells.

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                 Yael Haloutz - RVP, EMEA Account Managment @ WalkMe

11:50 - 12:10
Track B

The art and science of conducting a perfect QBR

QBR is like teenage sex: everyone talks about it, nobody really knows how to do it, everyone thinks everyone else is doing it, so everyone claims they are doing it.

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                Puneet Kataria - Founder & CEO @ CustomerSuccessBox

12:15 - 12:40
Track A

12:15 - 12:40
Track B

TBA

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               Hadar Barir - VP customer success @ Bringg

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               Daria Leshchenko - CEO & Partner @ SupportYourApp

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13:40 - 14:10
Track A

Panel Discussion - The insider secrets of experienced customer success

managers

Behind the scenes of the work of experienced CSMs - best practices that will boost your success with customers, colleagues, and management.

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Moderator:

Osnat Niv-Assa - CEO @ PMsphere

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Panelists:

Karen Tsrouya - Customer Success Manager @ Hibob

Karin Kraus - Success Manager @ Salesforce

Eyal Matz - Director of Customer Success, ROW @ Cloudinary

13:40 - 14:10
Track B

The panel assembled and organized by PMsphere 

Empowering CSMs through CS Ops

Companies understand the need for Customer Success functions but as the function and complexity grow, there is a need for CS Ops to scale and succeed. In my session, we will cover the Why & Practical CSM knowledge sharing, including KPI’s, pulleys we built to scale and more.

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             Asaf Klein - Director of Client Services Strategy & Operations @ AppsFlyer                   

14:15 - 14:35
Track A

Why CSMs should not worry about Churn

Too often, we align our customer success strategy by delighting our customers to reduce churn. Perry Monaco, Head of Customer Success – Search and Staffing at LinkedIn North America, will discuss what role the churn metric should play in your customer success organization and it’s not as prominent as you may think. Perry will discuss whom he thinks should own churn, what story it tells who should in your organization worry about churn the most. This promises to be a thought-provoking session!

               Perry Monaco - Head of Customer Success – Search and Staffing @ LinkedIn 

14:15 - 14:45
Track B

14:40 - 15:00
Track A

Building a Framework for Scaling, growth an Enterprise SaaS business

In this talk, Peter will share his experience in scaling the Customer Success function for Growth. As Customer Success evolves, Peter will outline the essential components for examining how to fit for purpose your current CS Strategy is.  Peter will then present a framework for ensuring your CS Strategy is aligned with the goals of your business. This talk

is structured so that attendees can take away specific actions that can be applied immediately.

             Peter Lyon - Co-Founder @ Customer Success Network

14:50 - 15:25
Track B

Why CSM should be product team best friend (and vice versa…)

In order to provide the best value to our customers, customer success and product teams must work together in perfect alignment. Danny Givaty, VP Product & Customer Success at CareerHarmony, has been leading customer success and product teams focusing helping customers achieving their desired outcome. Danny will discuss why it is crucial to your success to get your product team aligned with your customer success team and how we can make it happen.

               Danny Givaty - VP Product & Customer Success @ CareerHarmony

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15:05 - 15:25
Track A

KEYNOTE - Panel Discussion: Debate - Should Customer Success Manager be part of the conversation about money?

15:40 - 16:20

Today Customer Success Managers are responsible for managing long-term relationships with clients, to ensure retention and satisfaction. Account managers form relationships with clients by managing their sales accounts, they may discuss new products and services with existing clients and try to match client needs to an existing product or service.
Customer success managers focus on retention and value, while account managers work with sales quotas and foster more targeted relationships.

Why we have that separation today? This is a business world and the CSM should know the customers and their needs the best. Why should someone else talk about money? Can’t relationship and money go together side by side? Customers are willing to pay money for real value and it’s better when the offer will come from a trusted advisor, which is the CSM. Maybe the separation exists because Sales is a strong entity in the organization? Maybe it depends on the product or the complexity of it? Is the nature of the CSM team be a factor? Or maybe it's the nature of the customers? Where are they in the customer journey… Maybe the separation exists because it is hard to find “Super Humans” who can talk value, insight, understand the product and be commercial?

So, let’s have a candid debate about the subject. 

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Moderator:

Leah Jacobson - Director of Operations @ she codes;

Panelists:

Ziv Peled - Chief Customer Officer @ AppsFlyer

Varda Tirosh - Chief Customer Officer @ Optimove

Oded Leiba - Vice President Customer Success @ Dynamic Yield

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The panel assembled and organized by Leah Jacobson 

KEYNOTE 

16:20 - 16:40

KEYNOTE - Customer Success - The view from the  Board Room

16:40 - 17:00

These days, customer experience is more important than ever and companies create and

grow Customer Success roles and groups. For the majority of customers, the experience provided by a company is as important as its products. In many cases this experience is the driver for further expansion with the customer or for churn. So, it is not surprising that the function of Customer Success and its contribution to the business is on the minds of CEOs and Boards of Directors. In this presentation, we will explore the considerations Boards place when thinking about Customer Success and how effective Customer Success leaders develop a ‘voice’ that is heard at the Board table.

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              Erez Ofer - Partner @ 83North VC

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KEYNOTE - Customer Success - The connecting link in the organization

17:00 - 17:30

Boaz Arbel, VP CS @Logz.io and Daniel Goldfeld, VP CS @Perimeter 81 will talk on how the Customer Success organization became a crucial interface between customers and sales, Marketing, Product and R&D in their companies. During this session they will discuss the different interfaces and processes within the companies and what are the skill sets that 
they consider being critical for the ultimate Customer Success Manager/ Engineer.

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              Boaz Arbel - VP Customer Success @ Logz.io

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              Daniel Goldfeld - VP CS @ Perimeter 81

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