Customer Success: Advice for B2B Startups

A successful sale is huge. A successful client might be even more important. Investing in customer success not only helps retain client relationship, but it can also help inform product development, differentiate the experience and can lay the groundwork for upsales and more revenue.

Join us on April 24th as we discuss how some of NYC’s most successful B2B companies have built out their customer experience strategy and the results they’ve seen. We’ll cover

  • Delighting your customers after the sale

  • Building an effective customer success strategy

  • Using customer success insights to inform sales and marketing strategy

  • Managing and hiring customer success teams

  • Coordinating customer success product and development


About the panelists

  • Edward Chiu is the CEO of Catalyst, an intuitive SaaS platform designed to help Customer Success Managers more efficiently manage their customers. Previously he built and led the customer success organization for DigitalOcean, one of the fastest growing cloud companies in the world with $100M+ in revenue and 1M+ customers.
  • Deborah Cronen is the Global Head of Customer Success at Segment. Her team is helping engineering, product and marketing professionals capture, normalize, and leverage data from every customer touchpoint. Over the course of her 15+ year career, she’s worked across multiple business disciplines ranging from marketing to sales strategy to customer success. Previously, Deborah was the head of customer success at both LinkedIn and Percolate, and before that, worked at American Express. She graduated Magna Cum Laude from Barnard College, and received her MBA from Yale School of Management.
  • Ellen Terchila is the VP of Global Customer Success at Sailthru, the most innovative platform for email, web, and mobile. In this role, she oversees the Customer Success function, in addition to Strategic Account Management, which leads renewal, upsell, and expansion opportunities. Prior to joining Sailthru in February 2017, she was the Director of Customer Success for Workday in Europe, and previously held the same position for Workday’s South region in Atlanta.
  • Rob Haber is the Senior Director of Customer Success at Splash, a platform that helps marketers spin up beautifully designed event pages and email campaigns with minimal effort, which also collects the otherwise inaccessible offline data associated with events to enable accurate attribution and ROI calculations. Before joining Splash in 2018, he built and led the Customer Success function at Contently where the team grew from 1-30 members over 6 years, and previously helped create and manage the Consumer Sales team at TheLadders.com.

Schedule:

6:30 – 6:50: Drinks & Networking
6:50 – 7:50: Panel
7:50 – 8:15: Audience Q&A
8:15 – 9:00: More Drinks & Networking


Stacklist hosts startup events in NYC to help entrepreneurs learn from successful founders & experts. Previous speakers have included the founders of Greenhouse, Movable Ink, x.ai, and Techstars. You can find all of our past events and speakers here!

If you have any questions, please email me at danny@stacklist.com.

Our partners

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Thanks to Alley powered by Verizon for hosting our event. Alley powered by Verizon locations are developed by Verizon, the world’s leading technology company, in collaboration with Alley, a membership-only community workspace for creators. Each location is a curated community powered by the emerging technologies and thought-leadership of Verizon.

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