Wednesday, October 12

9:00 a.m. - 9:30 a.m.

Registration, Breakfast, Networking

9:30 a.m. - 11:30 a.m.

Facilitated Roundtable Discussion

CEOs are ultimately responsible for the health of the company. As challenges or issues arise, it is not always clear which direction to take and how to navigate the unknown. During this session, CEOs will dive into a candid, solution-seeking discussion around the challenges and pressures unique to the top-level management.

For this CEO Roundtable, the discussion will begin around customer success and monetization strategies. However, CEOs should come welcome to pose additional questions/topics to their peers. Take advantage of this private environment to share information, insights and ideas.

Potential topics/questions for discussion include but are not limited to:

  • What does Customer Success mean to you and your business?
  • How have you implemented Customer Success – is it a team, a title, an offering, all of the above?
  • What measures / metrics are you looking at to know whether you have a Customer Success issue?
  • How closely do you measure net retention and its underlying components (e.g., churn, upsell/x-sell, adoption, etc.)?
  • How should we define the CSM role?  Where should it reside organizationally?
  • Have you chosen to monetize Customer Success or treat it as an investment?
  • How would you characterize the investment you are making in Customer Success, i.e., what % of revenue is allocated to Customer Success-focused resources?
  • Technology is key to enabling scale of Customer Success.  What technologies are you putting in place or considering?

*Space is limited. Please register to secure your spot.


Neil Jain, Partner, Waterstone Management Group


Rhianna Collier, VP & Managing Director, Software & Services Division, SIIA