Name: Caroline Lee | Customer Success Summit | New York
Start: 2026-03-10T04:00:00.000Z
End: 2026-03-11T04:00:00.000Z
Location: Convene

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Caroline

Lee

Global Vice President, Customer Success

Fireblocks

Caroline is a seasoned Customer Success leader with over 15 years of experience driving revenue growth, retention, and customer experience transformation across strategic, enterprise, commercial, and SMB segments. She is currently Global Vice President of Customer Success at Fireblocks, where she leads a worldwide team delivering exceptional client outcomes, optimizing engagement, and shaping the ultimate customer journey. Previously, Caroline served as Head of Customer Success for Yelp Restaurants, where she led initiatives to enhance customer experience, drive retention, and scale operations. Her expertise spans technical support, onboarding, CSAT and NPS improvement, enterprise business strategy, and operational excellence, consistently delivering measurable ROI and growth at scale.

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10 March 2026 13:45 - 14:30

Panel | CS cross-functional diplomacy 101: Herding cats across departments

Customer Success doesn’t operate in a vacuum - success depends on strong collaboration with sales, product, marketing, and beyond. This panel explores practical strategies for building cross-functional alignment, navigating competing priorities, and ensuring everyone works together to deliver exceptional customer outcomes. Key takeaways: - Collaboration strategies: How CS can effectively partner with other teams. - Conflict resolution: Turning departmental friction into productive outcomes. - Aligning goals: Connecting CS efforts to company-wide objectives. - Best practices: Real-world tips for fostering communication and trust across teams. Attendees will gain actionable insights to navigate interdepartmental dynamics and turn cross-functional collaboration into a competitive advantage.