Customer Success Unplugged Dublin 2019

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The Morrison Hotel

Ormond Quay Lower, Dublin 1, D01 K5X5, Ireland

D01 K5X5 Dublin


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Event description


We are delighted to announce that Customer Success Network will be hosting our next event in Dublin on 24th September in the Morrison Hotel, Dublin.

NOTE - If you need an invoice in advance of payment please contact

Want to Sponsor the evening Reception and Promote your Brand? Exclusive Ticket including Team of 4 availble for €1,500.

This highly anticipated event, limited to 100 attendees, is always a sell-out so book early!

This day-long event will be highly interactive (as always). We will have local and European speakers, all of whom are experts and experienced practitioners in Customer Success. The agenda will be published soon and we’ll send updates as they become available, so be sure to keep an eye out.

8:15 Registration and networking

8:45 Welcome and Introductions Introducing CSN, MC and the Expectations for the Day Grace Fuller, Country Lead (Ireland) Customer Success Network

9:00 Welcome to the Outcomes Economy!

Matt Myszkowski, Vice President EMEA Customer Success Services, SAP

In this session Matt will share his views on why businesses and your customers require Customer Success to be more than just adoption, happiness and building relationships. He explores the history and evolution of Customer Success towards the outcomes approach, and how he has been successful at implementing this at Autodesk and SAP.

9:40 How strategic relationships drive renewals Celia Gouveia, Head of International Customer Success, Glint

During this enlightened talk, Celia will discuss the role Customer Success has in driving renewals, regardless of who owns the number or who manages the conversation. Empowering Customer Success Managers to build and maintain strategic relationship while showing added value are the foundations to a successful renewal. Come listen in to how Celia has done this throughout her leadership roles, most recently at Glint, a people success company which was acquired by LinkedIn last year

10:15 Coffee

10:30 Panel Discussion - The CSM of the 2020s

  • Josephine Ryan, Customer Success Director, Workhuman

  • Nuno Paiva das Neves, Director of Program Management SAP

  • Eleonora Guagnino, Head of Customer Success EMEA at Asana

  • Facilitated by :- Peter Lyon, VP Customer Success Poppulo & CFO Customer Success Network

As the Customer Success Manager profession continues to evolve, what are we learning about the required competences, personality, performance metrics and the impact of the role on people.

We have put together a panel of not just CS Leaders but highly experienced managers to debate what the future CSM should and could look like. The panel will debate recruitment, setting the right culture, how to scale your team as your business grows and if Artificial Intelligence is good or bad for the CS profession. We expect this to be a highly interactive session as all CS professionals need to be always looking ahead to continually improve our careers.

11:10 Communicating the ROI of CS initiatives and new CS tools/processes to the board.

Lara Gill, Customer Success - Team Lead at Gurock Software GmbH

As we deal with customers day in and day out, we know the challenges customers face. We know the pain points and the things that make customers happy. We also know there are internal adjustments we can make to help us work more efficiently. Implementing some of these changes are not always top of mind for the business when allocating resources, as they aren’t always revenue-generating activities. It can be a challenge to communicate the value of making changes when you can't translate the result into a Dollar amount. Lara will speak about this challenge, why we face it, and how we may be able to approach it differently for better results.

12:15 Customer Success Network -Focus Topics

Violaine Yziquel, Director, EMEA Customer Success Management at Box

Key focus topics relating to Customer Success will be debated and experiences exchanged. You will build your network of practitioners facing the same challenges.

12:45 Lunch and Networking

13:50 Balancing high and low touch customer success programs at scale

Phil O’Doherty, Interim Director, Customer Success EMEA, Hubspot

HubSpot's Customer Success team helps 60,000+ global customers grow. As HubSpot moved from a single product to multi-product platform company driven by freemium they have had to transform the way they serve customers and scale their CS efforts. In this talk Phil will discuss the challenges he faced, lessons learned and specific strategies implemented to balance traditional high touch CS efforts with low touch, predictive and technology-driven approaches.

14:30 Moving from a Support Organisation And embedding CSMs as strategic partners

Max Kimmeck, Manager Customer Success at Intercom

From his experience working in both Support and Customer Success, in big and "small" companies - Max will walk us through the journey he has seen or heard many Success teams take from Support on Steroids, to Strategic partner to the Enterprise Sales team. He'll talk through a few simple lessons he has learned, that will help you and your team on that journey.

15:15 Coffee and networking break

15:30 Increasing & demonstrating time to value with customers

Kelley Gissane, Head of Customer Success -Social Talent

Increasing time to value for our customers is of huge importance to Customer Success professionals today. But how can we deliver measurable value quickly when met with a customer who is unsure why they invested in our solution? This talk will focus on three key areas:

  • How do customers find themselves investing in a solution without knowing why?

  • Techniques we can use to uncover how our solution can add value

  • Putting value first to increase time to value for the customer

16:15 Scaling for Success - Portfolio Management for CSMs

Ruth Cockshot, Customer Success Consultant EMEA Zendesk

During this session, Ruth will be presenting on how effective portfolio management can help with the challenges of Customer Success operations at scale. While Portfolio Management may historically have been confined to the realms of Sales methodology, adoption of some key principles are invaluable when it comes to maintaining a large book of business. This talk will be of major benefit to all CSMs - especially those in fast growing organisations.

16:45 The Trials, Tribulations and Challenges of running an EMEA CS team

Ria Meulmeester, Director - Customer Success Europe at Trend Micro EMEA

In this talk, Ria will share her challenges, solutions and key learnings from her role running a distributed CS team. Recruitment, development of staff, changing roles, evolving processes are challenges all of us as CS leaders or CSMs will face. This is a must attend talk for aspiring CS leaders, especially those running a globally distributed CS team.

17:15 Closing Remarks

17:30 Drinks and Networking Networking

The event in Dublin was really worthwhile. The speakers were excellent and mixed with the more collaborative sessions the day gave a lot of opportunity for thought and ideas. I would definitely recommend the day for Customer Success leaders.” Paul Lucherini, Commercial Director, j2 Global

Date and Time


The Morrison Hotel

Ormond Quay Lower, Dublin 1, D01 K5X5, Ireland

D01 K5X5 Dublin


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