Customer Success
& Support
Ready to connect with your peers in customer success and support? Grab your free ticket for Startup Boston Week on Sept 14 - 18 today!
From Sign-Up to Superfan: Designing Better Onboarding Experiences
Most startups obsess over acquisition. Far fewer spend enough time thinking about what happens after someone says yes.
Whether you're shipping software, medical devices, hardware, or complex technical products, the first few days and weeks often determine whether a customer becomes a long-term advocate or quietly disappears.
This session explores how startups can reduce onboarding friction, accelerate time-to-value, and create experiences that keep customers engaged from day one.
You will learn:
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How to define and measure Time to Value (TTV) for products that require setup, implementation, or training
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What an "Aha!" moment looks like for both physical and digital products
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Common onboarding mistakes that lead to low adoption and poor retention
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How to simplify complex user journeys without sacrificing functionality
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Ways to turn successful onboarding into referrals, expansion opportunities, and customer advocacy
If you're seeing users drop off after sign-up, installation, or implementation, this session is for you. Walk away with practical strategies to help customers reach value faster and stick around longer.
Customer Segmentation That Scales: High-Touch, Low-Touch, and Everything In Between
In the early days, most startups treat every customer like their biggest customer. Every request gets immediate attention, every account gets a personalized experience, and founders often become the customer success team themselves.
Eventually, that approach stops scaling. Teams become overwhelmed, support costs increase, and high-value customers receive the same level of attention as accounts that contribute a fraction of the revenue.
This session explores how growing companies segment customers, allocate resources strategically, and build service models that scale without sacrificing customer satisfaction.
You will learn:
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Which factors beyond revenue should influence customer segmentation decisions
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How to determine when an account should receive high-touch, low-touch, or automated support
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Ways to measure the true cost of supporting different customer segments
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Strategies for transitioning customers between service tiers without damaging relationships
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How to identify accounts that are no longer a good fit for your business
Customer success isn't about treating every customer the same. It's about delivering the right experience to the right customer at the right time. Join us to learn how successful startups scale support without stretching their teams too thin.
The Slow Fade: Recognizing Churn Before It Happens
Most customers don't wake up one morning and decide to churn. More often, they slowly disengage, stop using the product, skip meetings, ignore emails, and quietly lose momentum long before the contract ends.
The challenge for early-stage teams is recognizing those warning signs before it's too late.
This session explores how founders and customer success leaders can identify at-risk accounts earlier, separate temporary inactivity from genuine risk, and build simple systems that prevent churn before it starts.
You will learn:
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The early warning signals that indicate a customer has stopped seeing value
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How to distinguish between a busy customer and one that is actively disengaging
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What to do when a key champion or stakeholder leaves an account
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How to create a lightweight churn prediction process without sophisticated tooling
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Effective ways to re-engage silent customers before renewal conversations begin
Customer retention isn't won at renewal. It's won months earlier through consistent signals, conversations, and relationship building. Join us to learn how to spot churn while there's still time to do something about it.
Thanks for the Feedback: Closing the Gap Between Customers and Product
Every customer has feedback. The challenge is deciding what to do with it.
For software companies, a request might be addressed in the next sprint. For hardware, life sciences, and deep tech startups, the path from customer feedback to product change can take months - or even years.
This session explores how Customer Success teams can serve as the bridge between customer needs and product realities while maintaining trust, prioritizing the right requests, and ensuring valuable feedback actually influences the roadmap.
You will learn:
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How to collect and organize customer feedback in ways that Product and R&D teams can actually use
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Frameworks for prioritizing feature requests and identifying the highest-impact opportunities
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Strategies for communicating roadmap decisions without damaging customer relationships
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Best practices for creating productive feedback loops between Customer Success, Product, and Engineering
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How to close the loop with customers when feedback leads to meaningful product improvements
Customers want to feel heard, even when the answer isn't immediate. Join us to learn how successful teams turn customer feedback into better products while building trust along the way.
The Org Chart Strikes Back: Building Multi-Threaded Enterprise Deal
You found a champion. They're excited about your product. They want to buy.
And then the deal disappears into procurement, legal, security review, finance, or a stakeholder you've never met. For founders making the jump from startup customers to enterprise customers, winning deals often requires navigating far more people than the person who originally said "yes."
This session explores how to identify key stakeholders, build relationships across an organization, and create a buying case that can survive complex enterprise approval processes.
You will learn:
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How to identify whether a deal is dangerously single-threaded
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The key stakeholders involved in enterprise purchasing decisions and how to engage them
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Strategies for expanding relationships beyond your primary champion
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How to tailor messaging for users, executives, finance teams, procurement, and security reviewers
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Ways to keep deals moving through lengthy approval and procurement processes
Enterprise deals rarely close because one person loves your product. Join us to learn how successful founders build support across an organization and prevent deals from falling apart when one stakeholder disappears.
