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James
Lawson
Chief Customer Officer
Service Geeni
James is an experienced Chair, Non-Executive, and C-Suite leader with over 25 years in SaaS Customer Success leadership. He has managed portfolios ranging from $10M to $280M ARR across Enterprise, Mid-Market, and SMB sectors. Recognised as an award-winning Customer Success leader, James excels at driving growth through NRR, GRR, NPS improvements, and churn reduction. He is highly skilled at scaling and building teams, implementing successful processes, playbooks, and automation technologies. With a strong track record in M&A integration, James is guided by a clear north star: delivering exceptional customer outcomes.
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02 December 2025 16:15 - 17:00
Panel | Organising the customer function: Post-sales team collaboration in action
As customer expectations rise, seamless collaboration across post-sales teams has become mission-critical. This panel brings together senior leaders to share how they organise CS, support, services, and account management to create a unified customer function. Expect real examples of structures, processes, and cultural shifts that break down silos, and practical takeaways on how to design a post-sales organisation that drives retention, growth, and stronger customer outcomes.