Customer success program

While success stories tend to take the spotlight, leadership is hard. Ambitious CS leaders, whether aspiring or seasoned, experience many of the same challenges in influencing their direct reports, executive teams, and customers. In this interactive workshop, we will use self-inventory exercises and collaborative discussions to explore how personal strengths can double as challenges and how common situations we face in CS can be navigated with confidence. You'll leave with practical frameworks and advice to avoid and/or bounce back from common pitfalls and lead effectively with your personal style.

Are you ready to level up your leadership game? Join the session to hear the recipe for building unstoppable, highly efficient teams that deliver results (without burning out). You'll hear practical strategies for goal-oriented leadership, creating an environment for success, removing obstacles for your team, and keeping the team energized while hitting targets.

In this workshop, you will learn how to reverse-engineer Customer Retention. We will build an end-to-end process leading customers from the product signup to signing the renewal.You will learn how to identify non-obvious churn risks, save at-risk accounts, and recover customers who have already canceled. Customer renewals do not have to be an unpredictable walk over hot coal.

In today’s competitive SaaS landscape, customer success is no longer just about retention—it’s about driving predictable revenue growth. Join this session to learn how to discover untapped expansion opportunities within your customer base and execute a seamless cross-sell and upsell strategy. From building trust and identifying key signals to leveraging data-driven insights and timing your pitches, you’ll gain actionable tactics to elevate your CS program into a revenue powerhouse. Whether you’re a CS leader or practitioner, this talk will equip you with the tools to turn your customer relationships into measurable growth.

Unlock the power of predictive metrics to accurately forecast customer health. In this session, you’ll discover how to anticipate churn, identify upsell opportunities, and shape data-driven success strategies. From leading indicators to advanced analytics, learn the key metrics every Customer Success leader must track to strengthen relationships, boost retention, and drive sustainable growth with a clear focus on value delivery for your customer base!

CSMs are the backbone of SaaS, working tirelessly and delivering exceptional results that too often go unnoticed—with career advancements remaining frustratingly out of reach. Why? I've been there too. Worked for hours, hit targets, but no promotion in sight. In this workshop, I will reveal the key mistakes holding talented CSMs back and provide a roadmap for shifting from overlooked to indispensable. Discover why working harder isn’t the right way, how to make your impact undeniably clear, and the mindset that makes leaders see you as a rising star. Leave equipped with actionable tools to gain the recognition you deserve and secure that long-awaited promotion. Your journey from underappreciated to standout success starts here!

Climbing the ladder from individual contributor to executive requires more than hard work—it takes executive presence. This keynote will equip you with the communication skills to influence key stakeholders, command confidence in high-stakes conversations, and position yourself as a strategic leader. Learn how to speak the language of executives, drive business impact, and make your voice heard in the rooms where decisions happen. It’s time to claim your seat at the table.

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Discover how to make CustomerSuccess a proven & predictably growth engine with Impact Drivers—the key factors that fuel customer value and business success. In this workshop, you'll learn a structured approach to identifying, tracking, and optimizing these drivers within your customer success program. Gain actionable insights into aligning your team’s efforts with growth objectives, improving predictability, and maximizing recurring revenue.

Stepping into leadership isn’t just about getting a new title. Many new CS leaders find themselves stuck in execution mode, struggling to gain strategic visibility and drive real impact.
In this keynote, we’ll uncover the key transformations that will help you break out of the “executor” trap and step into true leadership. You’ll walk away with actionable frameworks to elevate your voice, gain executive buy-in, and position yourself as a strategic business driver.
Ready to lead with confidence? 

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Struggling to scale your customer success function while juggling new tech, models, and daily operations? This workshop is your lifeline. Learn how to build a robust self-service ecosystem by working backwards from your goals. Discover strategies for low-cost experiments, gathering customer feedback, and iterating quickly. You'll leave equipped with a practical framework to scale your customer success strategically, avoiding common pitfalls and empowering customers along the way.

In a rapidly evolving landscape, Customer Success (CS) teams are under pressure to deliver more value with fewer resources. As headcounts stagnate in 2025, scaling smarter—not harder—will be the game-changer. This keynote will dive into the strategic use of data, streamlined processes, and the power of operationalization to drive efficiency at scale. Linus Haferkemper will share actionable insights on how CS Ops can become the backbone of growth, enabling teams to optimize playbooks, automate key workflows, and create resilient frameworks. Attendees will leave equipped with the knowledge to scale impact, not just size, and truly elevate customer outcomes in the face of change.

In the evolving world of Customer Success, your impact goes far beyond retention and consulting. While some see revenue-driving as reserved for sales teams, the truth is that CSMs are uniquely positioned to fuel growth and strategic value. In this session, we'll uncover how CSMs can seamlessly integrate revenue-driving strategies into their role—without losing authenticity and their advisor role. Drawing from proven frameworks and real-world examples, you'll leave with practical tips to influence renewals, upsells, and long-term success—all while staying true to your customer-first mindset.

GTM is too often mistaken for Sales or maybe Sales and Marketing but they are a lot more components in a company. By collaborating and utilising each other's expertise to the fullest, you can be more successful. At the end of the workshop, attendees will have a complete map of the GTM team in their organisation and evaluate gaps in collaboration and maybe even new opportunities to explore together.

What’s more profitable—turning around unhappy customers or maximizing value from happy ones? Customer Success is widely debated as a revenue driver, and NPS remains one of the most widely used—yet hotly contested—metrics in CS. But what if we could move beyond the debate and quantify its actual financial impact?In this session, Jasmin Bohnenkamp from StepStone Germany will reveal how the company built a statistical model based on data from thousands of customers to measure the direct business impact of NPS. By linking customer satisfaction to actual purchasing behavior, StepStone built a model unveiling drivers of satisfaction and dissatisfaction, breaking down the additional revenue generated per NPS increase.Let’s explore what strategies have worked so far, and how you can leverage customer satisfaction data to demonstrate the ROI of Customer Success and prioritize CX initiatives that drive measurable business growth.

Learn the recipe of ideal collaboration used by a majority of the top 100 SaaS firms who grew based on the idea of transforming friction into fuel. This talk is commonly given to university students learning about how SaaS companies grow through collaboration which in terms means profits and insights arrive faster! It unveils the stories and practical applications of howGTM teams, tackle pushback, and drive customer outcomes. Transform friction into fuel for success. Don’t miss it!

If you are doing customer success right you have built out a system that has the best access to customer insights, trust, and engagement, but that don’t stop there! By leveraging the unique position of your CS teams you can better develop your ICP, GTM, and revenue motions. This session will teach you to turn CS into your advantage in the SaaS market!

This workshop is designed foryou that wantsto advance inyourCSM role.You will learnhowto communicate effectively with executives, build trust, and createSpace for Success. In theworkshopI will guide you through the necessary stepsof creating your ownCustomer Success Audit,empoweringyouwith a framework ready to be presented to your boss on Monday morningwith confidence. The main take is tomasterthestorytelling andget your prioritizes right (scrap the rest!).