top of page
cs track page sbw2024.png

Customer Success
& Support

SBW2024 logo short

Ready to connect with your peers in customer success and support? Grab your free ticket for Startup Boston Week 2024 on Sept 9th - 13th today! 

All sessions are available BOTH in-person at Suffolk University and virtually. 

A TALENT OF TWO DEPARTMENTS: WHO OWNS CUSTOMER EXPANSION?

Perfect for: CS and sales professionals who want to make the case to leadership to own upsell and cross-sell

In the ever-evolving landscape of customer relationship management, the debate between Sales and Customer Success departments regarding customer expansion strategies is more pertinent than ever. 

 

Join us for a debate where we’ll weigh the pros and cons about both sales and customer success owning expansion. We’ll specifically debate: 

 

  • Customer success being solely responsible for owning net revenue retention 

  • Sales being brought in for all renewal and expansion conversations 

  • Hiring a new role, often referred to as the account manager, for expansion and renewal 

  • Customer success reporting into sales, instead of into operations or directly to the CEO

 

We’re excited to present both sides of the coin for each of these controversial statements - and others.

CLASH OF THE BOTS: IMPLEMENTING AI IN POST-SALES

Perfect for: CSMs, CS Managers, CS Ops Professionals and Rev Ops Professionals

Dive into the future of customer engagement and explore how artificial intelligence is revolutionizing the way businesses engage, support, and retain their customers. 

 

During this session, you will gain practical insights and actionable strategies to harness the power of AI for enhancing customer satisfaction and driving business growth. We’ll specifically explore how AI: 

 

  • Can enhance the onboarding and support experience for customers 

  • Support account management and health scoring 

  • Impact renewals and upsells 

  • Scale your customer success team while minimizing the cost 

TECH-TOUCH CHESS: SCALING WITH CONSISTENCY AND SCALE

Perfect for: CS professionals and leaders who are thinking about how to scale their team in the near future

What is tech-touch and how can it support your company’s customer success strategy and scalability? 

 

During this panel, we’ll dive into digital customer success methodologies and how they can bring consistency and efficiency to your customer success initiatives, ensuring a winning experience for both clients and your business.

 

We’ll specifically discuss the above and: 

 

  • Why tech-touch matters in the current funding environment 

  • Tech tools CS teams can leverage throughout the customer journey

  • The metrics to track for a successful tech-touch program 

  • Risks of a tech-touch approach

METRICS MAGIC: MEASURING A HIGH-FUNCTIONING POST SALES TEAM

Perfect for: CS leaders, CSMs that want to better understand key metrics, founders that are building out CSM teams and Senior CS leaders who want to refine their metric awareness

There are dozens of metrics you could potentially track as a post-sales team leader - but how do you know you’re focusing on the right data for yourself, your C-Suite and your team? And how can you use those data points to understand if you and your team are doing your best job at delighting and empowering your customers with your startup’s product? 

 

During this panel, we’ll discuss the above and:  

 

  • How to become more data-driven in post-sales

  • Utilizing metrics to elevate your team growth and post-sales leadership career 

  • Understanding which metrics the C-Suite cares most about 

 

Join us - and gain clarity on if you’re measuring the right things and, if so (or if not) when it’s time to measure something new.

TAKE A BREATH: THE ART OF DIFFUSING DIFFICULT CLIENTS

Perfect for: post-sales leaders, CSMs, and support reps seeking guidance on effectively supporting frustrated customers and the overwhelm that comes with this situation

Sometimes, as the person post-sales, you bear the brunt of misaligned customer expectations – not to mention the anger that ensues. When this happens, what is the best way to handle the situation? And, even more, how can you best equip your team to navigate these tricky waters? 

 

During this session, we’ll discuss: 

 

  • Why customers can escalate to this level - there is more than meets the eye

  • Methods to show customers empathy, even when you initially don’t feel like you want to 

  • How to provide feedback to the customer when appropriate and reset a win-win narrative

  • Persuading customers to use a different solution from what they initially thought they needed (while still achieving the same goals)

website banner - community awards .png

Startup Boston Week is where the whole startup community gathers - all industries, all startup departments and all bootstrapped and funding stages to gather.

Robbie - Startup Boston

Meet Rob Zambito! Rob is our Customer Success & Support Track Lead for Startup Boston Week 2024. This is his first year on the Startup Boston Organizing Team.

 

Some fun facts about him: the TV or movie character that they feel best describes their personality is Doc Brown. and they are most likely to  be famous for drawing cartoons that are ugly yet charming. Look them up and connect with them on LinkedIn.

bottom of page