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Jeremy
Donaldson
Senior Director, Customer Success
LifeLoop
Jeremy is a 3x award-winning customer success leader with 12+ years of experience leading and growing revenue-based Customer Success and Account Management teams. His professional passions are always adding value, developing great talent, and enable others to reach their greatness. He currently serves as the Sr. Director of Customer Success for LifeLoop, and owns a Customer Success coaching practice called CS in the Valley. He also served as a founding board member with Gain Grow Retain and lead the weekly CSM and Leadership office hours between 2021-2023. Over the last 12 years, his customer success teams have experienced strong performance including 120%+ NRR, 95%+ GRR, reducing at-risk customers by 20% YoY, increased product adoption by 70%, and maintaining 99%+ renewal forecast accuracy. You know, all the boring stuff! On a personal note, Jeremy stays busy with my 3 kids (7, 5, 3), 3 cats, and playing board games with my wife.
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28 January 2026 11:00 - 11:30
Fireside chat - The great divide: The impact of CS reporting structure on revenue growth
The question “Where should Customer Success report?” is becoming one of the hottest debates today, and for good reason. Organizational structure has huge implications on revenue, retention, and how teams actually operate day-to-day. In this conversation, we’ll break down the tradeoffs between CS under post-sales leadership or CS under a revenue or GTM focused leader such as the CRO. From culture and incentives to metrics, compensation, and cross-functional alignment, expect practical examples from the field and a simple framework leaders can use to evaluate what structure actually fits their stage, product, and business model.
28 January 2026 12:00 - 13:00
Interactive roundtable discussions
In this networking roundtable session, attendees will have a chance to connect with fellow CS peers and learn from each other. Use this session to benchmark your team's best practices against other leading companies. Lead by expert speakers, each roundtable offers a discussion on a different topic, intended to cater to the specific ways CS can differ across varying sales models - so you can choose what's most relevant to you. Discussion topics: - B2B Directors+: Earning a seat at the table - showcasing CS value to internal stakeholders and executive teams - Leading through uncertainty: Why today demands a neuroscience-informed leader -The evolution of CS: discussing the scope and future of the CS function - Balancing personal and professional success with the RAP model