Speakers

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Jason M. Lemkin is founder and chief executive officer of SaaStr, the world’s largest community for B2B/SaaS founders, and is the managing director of SaaStr Fund, a $90M venture capital firm focused on early-stage enterprise investments. Lemkin started SaaStr on Quora and a simple WordPress blog in 2012; today, SaaStr is the world’s largest community of SaaS founders, executives, and investors for sharing best learnings, insights, and practices around building and scaling SaaS companies. The global SaaStr community comes together through its series of events — SaaStr Annual conference (12,500+ attendees) and SaaStr Europa (2,000+ attendees).

In his role as managing director of SaaStr Fund, Lemkin focuses on early-stage investments in SaaS, enterprise and B2B startups exclusively; notable investments include Talkdesk, Algolia, Gorgias, RainforestQA, Logikcull, Automile, Salesloft, Pipedrive, Greenhouse and Guidespark. Lemkin is a three-time founder with two successful exits: NanoGram Devices Corp. was acquired by Greatbatch Inc. in 2004, and EchoSign was acquired by Adobe Systems in 2011. Following EchoSign’s acquisition, Lemkin went on to serve as vice president, web services at Adobe where he oversaw the growth of EchoSign and Adobe Document Services to $50,000,000 in ARR in 2012 and $100,000,000+ ARR in 2013.

Lemkin received his bachelors of arts from Harvard University, juris doctor from the University of California, Berkeley School of Law and participated in the executive management program at Stanford Graduate School of Business. Lemkin is a regularly sought after expert on all-things-SaaS and building/scaling enterprise software businesses; he is the number one Quora respondent on the topic and was named “The 32 Most Powerful People in Business Technology” by Business Insider in 2016.

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Greg is a twenty-year marketing and growth veteran. As the Chief Experience Officer at Intellum, Greg is focused on and passionate about helping large brands and fast-moving companies increase adoption, improve retention, and drive revenue through better customer experiences.

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Melinda Gonzalez is a customer experience leader based in Oakland, CA, and she currently serves as Vice President of Customer Success at Pendo. As an early member of Customer Success at Salesforce, Melinda helped define and establish customer success management as it exists today. During her decade there, she pioneered programs that institutionalized customer advocacy across Customer Success, Product Management, Sales, Strategy and Operations. Melinda believes that creating remarkable customer experiences is both science and art. She applied that philosophy to building a CX consultancy post Salesforce, then as VP CS at WeWork where she wove technology and customer success practices into Space as a Service offerings. In her current role, she leads a team of Customer Success Managers who support more than 2,000 Pendo customers in the midst of tremendous company growth and scale.

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Jay Nathan is the Chief Customer Officer at Higher Logic, and co-founder of the well-known Gain Grow Retain community for Customer Success Leaders. At Higher Logic, Jay is focused on building a great customer-focused team knowing that building employee advocates is the first step to building customer advocates. The customer team touches every phase of the customer journey and are directly involved in providing value and outcomes that impact customers.

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Dominic is the Senior Vice President of Global Customer Experience at ZoomInfo. He oversees the various client service organizations whose charter it is to drive positive business outcomes and ensure a seamless experience for the company’s 25,000 customers.

Dominic joined ZoomInfo just prior to the initial public offering and in the time since has scaled the Customer Experience organization by 3x to where it currently stands at over 300 dedicated team members.

Previously, Dominic spent 10 years leading and growing the Global Customer Success organization at Eze Software Group, an industry-leading enterprise platform within the FinTech space.

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Kristen believes that customer success is the key to driving renewal and expansion revenue, and delivering exceptional customer experiences that produce referrals. Over the past 20 years Kristen has been a success, sales, and marketing executive, primarily working with growth-stage tech companies, and leading several award-winning customer success teams. Kristen founded The Success League in 2015. She has written over 100 articles on customer success, and is the host of 2 podcasts about the field: Transforming Experiences and Reading for Success. Kristen serves on the board of the Customer Success Leadership Network and the board of the Customer Success program at the University of San Francisco.

The Success League is a consulting and training firm focused on customer success. Their modular consulting approach helps companies transform their customer success programs to create experiences that drive loyalty and maximize revenue. For more information visit TheSuccessLeague.io

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You Mon Tsang is the Co-founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time customer success platform. Before ChurnZero, You Mon was the CMO of Vocus (now Cision) and CEO of its marketing automation business unit, OutMarket. You Mon is a serial entrepreneur, having found four software companies, including ChurnZero, Biz360 and Engine140.

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Jessica is an accomplished customer success advocate and leader with over 10 years experience at leading software companies like G2, PowerReviews and seoClarity. Driven by passion, she takes pride in consistently providing customers with the best experience possible. As Director of Customer Success at G2, the world’s largest and most trusted software marketplace, she is focused on fostering a culture of customer-centricity and optimizing the customer lifecycle to help G2’s customers build their reputation and grow their business.

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Sharon Winterton is a passionate leader of people and builder of teams, balancing a focus on delivering exceptional business results and compassionate engagement with people. In her current role as Vice President, Customer Success, Sharon is leveraging her 20 years of experience with operational leadership, trusted cross-functional partnerships, and obsession with meaningful professional development to introduce Customer Success as a new discipline within Catalina Marketing.

Also an avid writer, Sharon has been featured on Women of Martech’s “In Her Shoes” spotlight and Catalina Marketing’s Perspectives blogs with her posts about her experience with Imposter Syndrome. On a more personal note, she also launched a faith-based blog about her blended family called BlessedAndBlended.com.

Sharon holds a BA in Music and a BS in Elementary Education from the University of Delaware and an MBA from the University of Phoenix.

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Michael Harnum is the CEO of ESG, the one and only provider of Customer Success as a Service® (CSaaS). With over 30 years of experience maximizing employee productivity, improving customer satisfaction, and helping businesses grow, Michael leads ESG’s team of Customer Success practitioners as they enable CS leaders to build, operationalize, and transform their Customer Success organizations. Before joining ESG in 2016, Michael led a worldwide team at ServiceSource, where he developed service offerings that increased renewal rates and average customer lifetime value. When not working, Michael enjoys coaching youth sports and spending time with his wife and three children.

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With over a decade of experience under his belt, Adrian Speyer has spent his career creating beautiful, functional communities that enable brands to foster connection with their audiences around the globe. As Head of Community at Higher Logic, Adrian continues to fuel his passions for all things community through facilitating and encouraging others to build amazing communities of their own.

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Abby Hammer is a founding team member and the Chief Customer Officer at ChurnZero, a real-time Customer Success platform. In her role, Abby is responsible for delivering the best customer experience throughout all points of the ChurnZero customer lifecycle. She drives product strategy and execution as well as leads the Customer Success team who delivers customer implementations and works to drive adoption, engagement and expansion across the ChurnZero platform. Prior to joining ChurnZero, Abby was the Director of Product Management at iContact and Cision (formerly Vocus), leaders in the email marketing, marketing automation and public relations spaces.

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I am the Manager of Customer Success Operations at Red Canary – a Security Operations Platform on a mission to be the most loved company in cybersecurity.

Since 2017 I’ve been building the capacity of the Red Canary Customer Success team to deliver critical security outcomes to teams protecting the most essential businesses on the planet.

Recent growth has allowed me to branch out into the operations realm where I’m focused on scaling our world-class team’s proven methods through a data-driven approach – allowing us to reach even more customers in our authentic, kind, and relentless way.

Outside of work, I’m a husband, father to 3 girls and dad-joke connoisseur.

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Amy Manning has over a decade of Customer Success experience leading and developing high performing teams. She’s passionate about learning both professionally and personally along with her colleagues. To every team she manages she strives to bring enthusiasm, transparency, and integrity.

As the V.P. of Customer Success at LawGeex she’s a critical part of the executive team. Managing a group of Customer Success Managers and Directors, working with fortune 100 companies to adopt contract review automation and achieve their expected outcomes.

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Matthew is currently Director, Customer Enablement at Solink – a data-centric physical security software company. Matthew founded the Customer Enablement team from the ground up with a strong focus on establishing the team as a value driver that leads to account growth along with retention. He focuses on working with his team to manage & grow revenues in the existing customer base. By focusing on growth-based KPIs, customer success has been demonstrated to be an exponential increase in investment, not just additive. In the team’s first 12 months, the company saw a 25% increase in YOY of Expansion Revenue, annual churn rate drop, and Net Revenue Retention climb. Previous to his current role, Matthew held various sales roles which have been seen to translate over to his CS growth strategy mindset. He has contributed to the growth and retention of revenues with Solink from its pre-seed round to Series B. Matthew is also a founding fellow of the On Deck Customer Success fellowship – a brain trust of world-class customer success professionals.

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Parul Lahoti Bhandari, leads Customer Success and Customer Support at Aclaimant, a risk management and safety software platform. Her team is focused on the whole post-implementation journey for a customer- from transition to Customer Success from Implementation, to Support and ongoing needs, and through Renewals and Upsells. They also provide technology-related communications, customer-focused webinars and more.

Prior to Aclaimant, Parul worked as the Customer Success leader for Humantech, which transitioned to become a part of VelocityEHS. She is an experienced Success and Support Team “Builder”- building one team from the ground up, re-organizing another set of CS teams, and now doing the same at Aclaimant. She is experienced with implementing some key CS and Support tools, such as Churn Zero (2nd timer now), Gainsight, and Zendesk.

Parul received a Bachelor of Science degree in Biology from Kent State University and holds a Master of Science degree in Kinesiology from The Ohio State University as well as a Master of Business Administration degree from Emory University. When she is not supporting her teams and customers, Parul enjoys running after with her toddler sons, spending time with family and friends; and especially enjoys anything with a foodie focus!

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Tatiana is the Head of Customer Success at Affise – an innovative Performance Marketing Platform, created for brands, advertisers, and agencies that want to automate and scale partner relations. Tatiana was born in Minsk, capital of Belarus, but currently located in Warsaw, Poland. She obtained a Bachelors degree in German and English linguistic and currently in the process of receiving a Master Degree in Project Management. I started my way in Customer Success 3 years ago and got fascinated by the variety of knowledge spanned by this discipline. The complexity and flexibility required for this role makes her explore something new every day of her career. Tatiana enjoys using her skills to contribute to Affise customers success stories and watch them hitting their goals thanks to their teams mutual efforts.

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Bri Adams manages the Key Customer Success team at ChurnZero, a customer first and customer focused SaaS platform that helps companies fight churn. Bri also doubles as a Customer Success Manager and manages a book of Enterprise customers.

Always interested in scaling teams, as employee #24 at ChurnZero, she has spent the last three years watching her team and company transform into an exceptionally high-performing group.