The What: What is ‘great’ customer success in 2022? How has it evolved? What data should your team be focusing on? The Who: Who should your initial Customer Success hires be? How do you design the right targets? What metrics should you use to measure performance in your CS team? The How: How do you give customers a voice at scale? How do you create and nurture valuable customer communities? How do you adapt your metrics as you grow? This panel will dig in to answer these challenges, and more.

1. RAV DHALIWAL
Venture Partner
Crane Ventures
FIRAAS RASHID
Founder & CEO
Hook
CAITLIN SULLIVAN
Director of Customer
Success
Vanta
LINDSEY SERAFIN
VP of Customer Success
Synk.io
Scaling Customer
Success in 2022:
From Series A to IPO

2. ➡️

7. When and how does digital Customer
Success matter?

8. What should you action now?

10. What you can action now
Rav
Lindsey
Caitlin
Firaas
Make sure you are targeted on
something materially important
to the company.
Have a crisp definition of what
CS does and the value it adds
and share that internally.
Find simple data points that prove
that your customers are successful.
Look at your last set of renewals &
upsells and make two columns for
adoption and see how these
numbers differ between positive
revenue outcomes and negative.
Put the customer at the centre
of your value proposition and
operations.
Every function in the company
should have a reason to learn
from your customers.
Create cross-functional
alignment that’s focused on
your customers.
Get the product team in front
of customers early and often,
and hire CSMs early.