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Michael
Gerson
SVP, Head of Customer Success, Professional Services, and Implementations
FinQuery
Michael Gerson is SVP, Head of Customer Success, Professional Services and Implementations at FinQuery (formerly LeaseQuery), where he leads the full post-sale customer journey for the company’s accounting and finance software. He joined FinQuery from Salesforce, where he was Regional Vice President of Customer Success, and before that spent nearly six years at Nasdaq eVestment, rising to Global Head of Customer Success for Asset Management. Earlier in his career he held leadership roles in business development and customer success at AlphaSense and GLG, giving him more than a decade of experience helping data-driven and financial services customers realize lasting value.
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03 December 2026 09:45 - 10:15
From single product to portfolio: Equipping CSMs to lead the cross-sell journey
As companies expand from a single product to a multi-product portfolio, the role of the CSM changes overnight. Join experienced Customer Success leaders as they share how they’ve guided their teams through this shift, from building product knowledge across a broader portfolio to spotting genuine expansion opportunities without compromising trust. Through real examples, explore how to redesign the customer journey, align CS with Sales and Product, and give CSMs the confidence to have value-led cross-sell conversations that customers actually welcome. Key takeaways: - Understand how the CSM role and customer journey need to evolve when moving to a multi-product portfolio. - Discover practical ways to upskill CSMs across new products without overwhelming them. - Learn how to identify the right cross-sell signals and position additional products around customer outcomes, not quotas. - Explore how to align CS, Sales and Product so customers experience one joined-up journey rather than several disconnected ones.