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Thursday, August 18 • 4:00pm - 4:45pm
The Politics of Customer Success LIMITED

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Limited Capacity seats available

Could this happen to you?  "I’m sorry to have to tell you that Senior Management has made the decision to reorganize our company’s approach to customer retention.  As a result, we will be phasing out the entire Customer Success Group over the next few weeks.”  Or: “We’ve decided to make some changes in our organization.  Moving forward, you’ll now report to the VP of Sales rather than to the CEO.”  Even if reorganization is not in the immediate picture, the implied or explicitly promised budget allocation for headcount and technology can suddenly evaporate.

In this session, we’ll look at:

  • What questions should you ask and to whom during the recruitment process before you even take a role?
  • How do you recognise the first signs of trouble once you have taken the role within the first 3 months? What are the early warning signs?
  • What factors could introduce risks you cannot precisely predict or influence? (e.g. change of management, new investment)
  • What are the real red flags that your position and / or team is in danger?
  • What can be addressed easily once identified?
  • What factors are in the ‘zone of doom’? (in your circle of concern but not in circle of control)
  • How do you make the decision to stay or exit?
  • How do you exit with your head held high?
  • Lessons learned / wrap up

avatar for Paul Piazza

Paul Piazza

VP: Customer Success, 1-Page
Paul is the Vice President of Customer Success at 1-Page.  He has built and pioneered new Success organizations at several early stage companies, such as Marketo and Gainsight.  Paul utilizes an empathy-based approach that builds strong customer relationships that are based on an... Read More →

Thursday August 18, 2016 4:00pm - 4:45pm PDT
Columbia Room 1760 International Blvd. Seattle, WA 98188