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John
Johnson
Vice President, Revenue and Success
Vibes
John is VP of Revenue & Customer Success at Vibes, where he leads the end-to-end go-to-market organisation across pre-sales, sales, and Customer Success. He oversees customer retention, expansion, adoption, onboarding, support, and technical services, helping enterprise brands maximise platform ROI and accelerate time-to-value. John is also focused on building high-performing teams and leaders through clear metrics, disciplined operating rhythms, and a strong focus on customer outcomes.
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18 November 2026 09:15 - 09:45
From white-glove to scalable: Evolving CS without losing quality
How do you keep customer success deeply personal as the business grows? In this session, John Johnson will share how Vibes approaches scaling a high-touch, white-glove customer success model without simply adding headcount. Drawing on experience leading the full post-contract lifecycle, he’ll explore how teams can blend relationship-led support with smart segmentation, repeatable playbooks, and selective automation to protect quality while expanding capacity. Key takeaways: - How to scale a high-touch CS model without losing the customer experience - Ways to balance white-glove service with automation and lower-touch motions - How to structure CSM ownership across adoption, retention, and growth - Practical ideas for scaling with limited headcount - Lessons from operating in a lean team serving enterprise customers