Workshops

Customer Success Workshop

Wednesday, February 25 and Thursday, February 26, 2015

OpenView

303 Congress Street, 6th floor
Boston, MA 02210

A one and a half day workshop that focused on building, managing, and scaling a customer success function in an expansion-stage B2B software company. This event was intended for CEOs and Heads of Customer Success for OpenView’s portfolio. We put together some of the leading practitioners, consultants, and vendors in this space to share their customer success best practices and war stories via a number of interactive sessions.



Agenda

  • February 25, 2015
    8:30 - 9:00 AM

    Breakfast

    Opening Remarks

    Mackey Craven, Partner, OpenView

    9:00 - 10:00 AM

    Customer Success: A Critical Capability in Software

    Mitch Macfarlane, VP of Customer Success, Instructure

    10:00 - 11:00 AM

    Setting Your Organization Up for Success: When & How to Build a Customer Success Team

    Mike McKee, Senior VP, Services & Customer Success, Rapid7

    11:00 AM - 12:00 PM

    Engineering for Success

    Harpreet Singh, VP of Product Management, CloudBees

    12:00 - 1:00 PM

    Lunch

    1:00 - 2:00 PM

    The Customer Lifecycle

    Jackie Golden, Founder & CEO, LandNExpand, LLC

    2:00 - 2:30 PM

    The Customer Journey

    Jackie Golden, Founder & CEO, LandNExpand, LLC

    2:30 - 3:15 PM

    Breakout Session 1

    Transactional Sale Breakout: Interactive Customer Journey Mapping
    Enterprise Sale Breakout: KPIs for Customer Success: Measuring the Impact with Boaz Maor, VP of Customer Success, Mashery

    3:15 - 4:00 PM

    Breakout Session 2

    Transactional Sale Breakout: KPIs for Customer Success: Measuring the Impact with David Mitzenmacher, VP of Customer Success, Kareo
    Enterprise Sale Breakout: Interactive Customer Journey Mapping

    4:00 - 5:00 PM

    Developing a Customer Focused Culture

    Dave Blake, CEO, ClientSuccess

    5:00 - 5:30 PM

    Break

    5:30 - 6:30 PM

    Cocktail Party

    6:30 - 8:30 PM

    Networking Dinner

  • February 26, 2015
    8:30 - 9:00 AM

    Breakfast

    9:00 - 10:00 AM

    Leveraging Technology to Enable Customer Success: Philosophies

    Nick Mehta, CEO, Gainsight
    Guy Nirpaz, CEO, Totango
    Don MacLennan, CEO, Blue Nose

    10:00 - 11:00 AM

    Leveraging Technology to Enable Customer Success: Panel

    Nick Mehta, CEO, Gainsight
    Guy Nirpaz, CEO, Totango
    Don MacLennan, CEO, Blue Nose
    Moderated by Chad Horenfeldt, VP of Customer Operations, Influitive

    11:00 AM - 12:00 PM

    Studies in Success: Hear What's Worked & What Hasn't from Your Peers

    Moderated by Cam Caldwell, Director of Customer Success, Socrata

    12:00 - 1:00 PM

    Lunch

    1:00 - 2:00 PM

    Customer Advocacy: Fueling Growth with Customer Success

    Mark Organ, CEO, Influitive

    2:00 - 2:15 PM

    Closing Remarks

    Mackey Craven, Partner, OpenView