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Laurence
Leong
Head of Scaled Customer Success
Okta
Laurence is a transformational Customer Success executive with deep expertise in driving net revenue retention across enterprise B2B SaaS. He currently leads Scaled Customer Success at Okta, the global leader in Identity and Access Management, where he and his team support thousands of customers worldwide through a combination of digital programs, pooled CSMs, and technical account managers. Known for building collaborative, high-performing teams, Laurence leverages his background in customer success, account management, renewals, and business transformation to deliver measurable growth, enhance customer outcomes, and strengthen long-term partnerships.
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21 January 2026 14:45 - 15:15
Pooled CS teams: Efficient, expandable, and customer-centric
Scaling Customer Success doesn’t have to mean endlessly adding headcount. In this session, Laurence Leong will dive into the power of pooled CS teams - how they can deliver efficiency, flexibility, and personalized customer experiences at scale. You’ll learn practical strategies for maximizing resources, optimizing workflows, and ensuring every customer feels prioritized, even as your team grows. Discover real-world examples and frameworks that make expansion manageable without compromising quality or customer trust. Whether you’re looking to unlock new growth opportunities, streamline operations, or elevate your team’s impact, this session will provide actionable insights to transform the way your CS organization works. Don’t miss the chance to see how a pooled approach can supercharge efficiency, scalability, and customer success.