Customer Success is no longer a “nice to have”, but proving its strategic value to executive leadership still isn’t always straightforward, especially across different business models and industries. In this cross-industry panel, CS leaders from SaaS, fintech, services, and beyond will share how they’ve successfully made the case for customer success at the executive level. From tying CS efforts directly to NRR, churn, and expansion, to aligning with the priorities of CFOs and CEOs, to navigating internal politics—this conversation will offer candid, practical insights from those who’ve been in the room. Attendees will learn how to tailor their message to their business model, translate CS impact into board-level metrics, and shift the perception of Customer Success from a cost center to a revenue-critical function—regardless of industry.

In this session multiple unique discussions are happening concurrently, find the table discussing your biggest pain point or opportunity and join the conversation. Every table will be hosted by an industry expert so come prepared to discuss, learn, network, and share. Discussion topics: • Leading through change: CS leadership in times of transformation • Assembling your CS team: Common hiring pitfalls to avoid • Building your brand: The value of content creation for your career • Closing the loop: Operationalizing VoC across teams • CS ops: How to get it right across multiple personas