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Most SaaS startups with a broad base of small customers must eventually shift upmarket to keep their growth strong. The pivot to deploying larger, customer success programs is challenging, and unfortunately, it's not as simple as poaching a few top CSMs and giving them reigns to your top customers. It requires a top-down strategic realignment of a CS organization's service model to accommodate enterprises' needs and build a strong brand of trust with their leadership. In this session, Wrike Chief Customer Officer Abhay Rajaram will draw upon his experience in guiding Wrike's customer success organization through the enterprise expansion of multiple brand-name customers across thousands of users. Abhay will explore the many challenges and decisions needed for enterprise level scale and supply practical strategies for turning early traction into momentum. These include charter alignment, monetizing customer success, the technical and cultural challenges, as well as balancing growth in a private equity backed company.
Chief Customer Officer, Wrike
Publish Date: May 7, 2021
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Peg Rodarmel, SVP, Subscription Services, Infor
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