09:00 - 09:05

Opening - Dawn Lanny Gabay

KEYNOTE - Customer Success: The Ultimate Growth Engine

09:05 - 09:50

The value of your company is directly tied to the success of your customers. Lincoln Murphy will show you how to ensure your customers stay longer, buy more, and advocate for you, not only increasing retention and reducing churn, but impacting the core metrics that determine the value investors and potential acquirers apply to your business.

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Lincoln Murphy - Growth Architect, Consultant, Author, Founder @Sixteen Ventures

KEYNOTE - The growing importance of Customer Success for startups

09:50 - 10:10

How do SaaS startups leverage customer success to build category dominance.

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Amit Karp - Partner @Bessemer Venture Partners

KEYNOTE - Business Success is Customer Success

10:10 - 10:40

As a leading Israeli founded Customer Success platform,
come hear us share how enterprise customers are getting results 3X faster. More than ever, the customer is at the epicenter of the economy and businesses are adopting customer-centricity and customer success as a strategy for growth. Find out the fastest and
most efficient ways to scale your organization and increase ROI.

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Ravit Danino - SVP Products @Totango

The CSM evolution -  from advanced support

to key differentiation in the SaaS Industry

Customer success is relatively a new discipline that started with the need to provide cloud customer better service and support. Most people associate CSM  to post sales of traditional hi-tech on premise industry. The first generation of CSM started as "advanced support" and now is turning away from it  to become a key success factor in SaaS industry. No SaaS company will neglect this crucial role. Tamir will focus on the ongoing transformation of the CSM role and a glance to the future.

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Tamir Ben Zion - Director of Customer Success @Panaya

11:00 - 11:20
Track A

From 1 to 100 ($M ARR), Building a global Customer Success team, success stories, failures and what's next  

In this session I will share my journey of building a global team of over 100 Customer Success Managers that was developed in a hyper company growth (growing over $100M ARR).
I will not only share success stories but also failures about hiring, promotions, KPIs, success plays and the vision I've created during these processes.

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Ziv Peled - VP, Global Client Services & Product @AppsFlyer

11:00 - 11:20
Track B

Using value to drive Customer Success

In essence, why and how to turn into your customer’s trusted advisor? What’s the rationality behind it and how to tailor your value to customer’s needs. The focus is on ENT customers although the practice stands for SMB as well.
How to differentiate CSMs from AMs and how it allows your business to increase retention rates.
It touches CS positioning in the overall organization, who internally benefits from such a practice and how it helps the organization be more customer centric.

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Michal Harel - Vice President, Customer Success @Quantum Metric

11:20 - 11:40
Track A

Hiring a CSM- What to look for and how to define the process

Customer Success team has become one of the most critical teams in every company with clear impact on customers satisfaction and  the company bottom line. No matter what the company size is you will find a CSM team member as part of the org chart. While tools, processes and the level of customers touch varies from one company to the other, based on company size, the industry they operate in, the average ARR and many other factors, there is one key and important aspect for managers to focus on when they come to build and grow a CSM team – have the right team members, ‘have the right people on the bus’.

In this session, Yossi Massafi, Comeet’s Chief Customer Officer will share from his vast experience in building and growing successful global support and CSM teams, what it takes to have the ‘right people’, how to screen potential candidates, is there one profile for a good CSM and Dos and Donts when expending and growing the team with a global reach.

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Yossi Massafi - CCO @Comeet

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11:20 - 11:40
Track B

How we developed a customer centric approach to fuel our customers success

Truly customer-focused companies put the needs of customers before everything else and ensure that every team is aligned with this directive in mind—and that’s how we do it at Bizzabo. Our underlying belief is that our customers hold event marketing knowledge that is stronger than anything we can envision ourselves and that’s why we’re led by the desire to learn from them and grab their own insights at every stage of the development process.
We use various techniques to ensure that our product planning process—as well as execution—is heavily dependent on customer feedback.
Learn the customer centric approach playbook we developed at Bizzabo to make customer success strive in your own Business.

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Liat Okun - Senior Customer Success Manager @Bizzabo 

11:40 - 12:00
Track A

How to create and drive CS DNA in your organisation

Organisation with Customer Success functions - do they really have Customer Success DNA? Do they really bring value to their customers? Are they making customer driven decisions?

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Chilik Hochberg - VP Customer Success @Cognigo

11:40 - 12:00
Track B

The What, How and When of Data-driven Customer Success

Customer success organizations differ in structure, methodologies, size, talent and even function; but there’s no debate about the necessity of this function to any business. In the era of everything data, leveraging data to build better customer relations can become a strategic advantage of the business, and make its customer success org a significant contributor to the company’s growth.

In this session, Varda Tirosh, Optimove’s Chief Customer Officer will share from her vast experience and discuss how to build a data-driven Customer Success org, and what effect it has on a business from various prisms, including product adoption, scale, time-to-value, churn, upsell and more.

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Varda Tirosh - Chief Customer Officer @Optimove

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12:00 - 12:20
Track A

Sales & Customer Success Collaboration as a Key Factor for Long Term Success

Well established customer success organizations drive expansion, advocacy and company longevity. In order to optimize and maximize the efficiency of such a unit, the relationship and collaboration between Sales and Success organizations is imperative and is number one key to long term company success.

In this session, Donna Geva Head of Customer Success at Gloat, will share from her vast experience and discuss how to build a Sales & Customer Success collaborative org, and what effect it has on a business outcomes and long-term scale.

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Donna Geva - VP Global Head Customer Success @Gloat

12:00 - 12:20
Track B

Saving the Titanic - Dissolving a Strategic Customer Crisis

As we all know, the road to success is not always rosy. When a strategic customer does not get the expected value from your product and is about to leave, everything becomes stormy. This is an opportunity for the Customer Success Manager to shine.  One of his major roles is to be the one navigating the large ship (the company and the customer) to a safe shore.

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In this session, Yoni Tsrouya, VP Operation at Au10tix, will share a case study of navigating a strategic disappointed customer into a safe shore. The journey includes a collaboration with Sales, R&D, Professional Services and Support working together to deliver value to the customer as well as managing the expectation of the customer and reduce rejection from the end users.

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Yoni Tsrouya - VP Operation @Au10tix

13:20 - 13:40
Track A

Focus & Enablement - a standardized approach to use case expansion

Use case expansion  is a cornerstone in most customer success teams’ charter, but do they have a clear methodology for predictable and repeatable success?

In this workshop Chen Ben Attar will share a blueprint developed during his tenure at Taboola, AppsFlyer and Totango and walk you through the steps you can take to apply it with your team.

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Chen Ben Attar - Global Director, Product Specialists @Taboola

13:40 - 14:00
Track A

Panel Discussion - What gives a real value to a customer?

13:20 - 14:00
Track B

Moderator:

Asaff Zamir - Director of Customer Success @Siemplify

Panelists:

Barry Katz - Founder @Barry Katz Ltd

Michal Harel - Vice President, Customer Success @Quantum Metric

Ohad Kedar - Automation Tribe Lead @Lemonade

The panel was assembled and organized by Asaff Zamir

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How to Build a Predictive Customer Health Model

In this talk, you'll learn the full cycle to build, monitor and adjust a successful Customer Health Model. We will start in understanding the need and the right timing to launch a model, we will review the 4 steps cycle to building a Customer Health Score, and discuss on how to prove the value of such model and align all departments around it.

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Shachar Avrahami - Director of Business Operations @Verbit

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14:00 - 14:20
Track A

Building a low touch customers retention system - Integrated into the company no touch funnel

Within the umbrella of customer success, you’ll find many different approaches towards preventing churn, as well as upselling and onboarding customers. In the enterprise market, you’ll typically find big customer success teams with each rep assigned a small number of accounts to follow up with. But how can you build a customer success organization or team geared towards the SMB market, using the ‘low touch’ approach?

In this presentation, Sharon Peer, Atera’s VP of customer success, will share his story about how the customer success organization was built at Atera in a way that integrates the low touch funnel into the company.

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Sharon Peer - VP Customer Success @Atera

14:00 - 14:20
Track B

Sushi & Customer Experience Program

Achieve sustainable business growth through a unique program that elevate customers’ perceived value and enhance customer acquisition, loyalty and positive word of mouth.

Customer Experience Programs aim to create an end-to-end organizational approach which puts the customer at the center, constantly listens to the customer across all touch-points, while improving methods, processes and tools for enhancing customer loyalty and satisfaction.

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Ran Weil - Founder & CEO @JOYA CXM

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14:20 - 14:40
Track A

Beyond satisfaction: how to create customer delight

Under the severe competitive environment to reach and maintain customers, businesses have begun to realize that simply satisfying customers may not be enough. Rather, they should strive for 'customer delight,' which comes when customers receive more than they expected. Only recently has customer delight and its opposite, outrage or disgust, been given much attention in the literature. Note that though some see delight as an extension of satisfaction at the extreme positive end and outrage or disgust at the extreme negative end, others view delight and its opposite as a concept separate and apart from satisfaction. In the presentation we will examine both delight and disgust and avoids that satisfaction research which sheds little light on delight, it antecedents, and consequences. The presentation will emphasize delight antecedents, results and examples.  The review will briefly examine the theoretical underpinnings of delight as a result of the element of surprise and the value of a free benefit, as well as the methodology, and the implementation of delight in different industries.

Prof. (Emeritus) Jacob Hornik - Coller School of Management, Tel Aviv University

14:20 - 14:40
Track B

Panel Discussion - Let’s Talk About Customer Success Leadership

15:00 - 15:40

Moderator:

Osnat Niv-Assa  - CEO @PMsphere

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Panelists:

Yael Tasher - Senior Director Customer Success @Cyren

Tal Arbov - Director of Customer Success @WhiteSource

Sharon Peer - VP Customer Success @Atera

Liat Okun - Senior Customer Success Manager @Bizzabo 

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The panel was assembled and organized by PMsphere

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KEYNOTE - Customer Success culture and methodologies -

Lessons learned from the fighter jet cockpit...

15:40 - 16:10

What is customer centricity? Who 'owns' the customer? Who leads and who's the Shotgun? How to make your company a real customer fanatic organization?
In this session, Boaz Arbel, an experienced Customer Success executive, and a veteran A-4 Skyhawk Fighter Navigator will draw analogies from the methodologies and tools used in fighter jets to set up a world-class Customer Success organization. Boaz will also share lessons learned from scaling up the Customer Success operations at Logz.io, the leading provider of AI-powered log analysis based on the ELK Stack.

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Boaz Arbel - VP Customer Success @Logz.io

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KEYNOTE - Customer Success In The Wild: Beyond The People

16:10 - 16:50

Effective Customer Success management is a P2P (person to person) endeavor yet effective Customer Success strategy is much more than just about the people. Aaron Thompson will outline how modern Customer Success strategies must transcend the human element. By taking the customer experience into account along every step of their journey, eliminating friction at every opportunity, and directly affecting profit margins, the best Customer Success strategies must be as much about the product, technology and revenue as it is about the people and our relationships with them.​

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Aaron Thompson - General Partner @SuccessHACKER

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