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Arent
van der Schatte Olivier
Head of Customer Success APAC
Prometheus Group
Arent van der Schatte Olivier is Head of Customer Success for APAC at Prometheus Group, where he is leading the development and scale of the Customer Success organisation across the APAC region. With more than 20 years of customer-facing experience, including 16 years at SAP, Arent has built and led Customer Success teams across Australia, New Zealand, Japan, Netherlands, UK and the broader APAC and EMEA region. At SAP, he led a team of 23 Customer Success professionals across ANZ and also served as Acting General Manager of Customer Success for APAC, leading an organisation of more than 70 CSMs and five CS Market Unit leaders across the region. At Prometheus Group, Arent is focused on establishing and building a scalable Customer Success model across a diverse portfolio of enterprise customers, bringing together customer adoption, value realisation, retention, commercial growth and executive engagement. A major focus of his current role is evolving Customer Success from a traditional relationship function into one that has clear accountability for both customer outcomes and commercial performance.
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27 October 2026 09:45 - 10:15
Redefining success: Why the future of CS starts with leadership, not metrics
Customer Success has become increasingly sophisticated in measuring engagement, adoption, health scores and retention. But are we measuring what truly matters? And are we building teams that are successful at managing customer relationships, or teams that deliver meaningful business outcomes? In this session, Arent van der Schatte Olivier, Head of Customer Success APAC at Prometheus Group, draws on his experience leading large-scale Customer Success organisations at SAP and building the APAC function at Prometheus Group. Through practical examples and personal leadership lessons, he challenges traditional definitions of success and explores how CS leaders can drive greater commercial impact while creating the environment for their people to succeed. Key takeaways: - From activity to impact: Rethink traditional CS metrics and focus on measurable customer and business outcomes. - From relationships to commercial relevance: Elevate customer conversations beyond engagement and adoption to demonstrate business value and drive sustainable growth. - From managing performance to enabling success: Explore how leadership, accountability and people development create high-performing CS teams that deliver lasting results.