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Eddy
Chen
Vice President of Customer Success
Edge
A seasoned and accomplished executive with more than 12 years of leadership experience driving revenue while building and scaling strategic global CS functions and teams within B2B SaaS organizations, Eddy currently serves as the Vice President of Customer Success at Edge, where he leads a team responsible for the success, retention and growth of Edge’s customers. Prior to joining Edge, Eddy held various customer success leadership roles at companies such as Extensiv, CoderPad, Entelo and Upwork, overseeing functions including success, support, education, account management and professional services. A graduate of Northwestern University, Eddy is passionate about helping customers achieve optimal value using technology & services.
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24 September 2026 14:00 - 14:45
Panel | The org you inherit vs the org you need: Restructuring the customer function without breaking it
Every CCO inherits an existing structure, but not every structure is fit for the business they are trying to build. As companies scale, shift strategy, or face increased retention pressure, the customer organization often needs to evolve significantly. This panel explores the difficult structural decisions CCOs face when redesigning their function, and what it takes to rebuild without losing momentum, talent, or customer trust. You will leave with: - Practical approaches to diagnosing structural misalignment in CS orgs - Lessons on restructuring without disrupting customer outcomes - Real examples of successful customer org transformations