There's a lot of amazing sessions at Matik's upcoming Scale + Customer Success Summit! Are you trying to figure out which ones you should attend?

If you're wondering how to do more with less, here's the comprehensive list of sessions you will want to attend and that are geared towards you (there are 9!)

1. Doing More with Fewer Resources

Join this panel discussion to dive into the complexities of implementing customer success strategies when faced with limited resources, including people. This discussion will explore all aspects of “doing more with less” from how to approach it strategically to how to handle internal communication.

This panel discussion will explore:

How to increase efficiency & leverage technology to streamline processes

How to approach prioritization while managing internal expectations

Framework for determining what & when to scale

How to work with senior leadership & get buy-in for your strategy

Speakers will include: 

‍Dan Ennis - Senior Manager, Scale Customer Success at Monday.com

Erika Villarreal - Strategic, Customer Success Manager at Eptura

‍‍‍Markus Rentsch - CEO at Remark-able

Rachel Provan - Founder and CEO at Provan Success, LLC

Sumi Jaiswal - Customer Success Leader at DotDot

Click here to add this session to your calendar.

2. Scale from an Ops Perspective

Join this panel discussion to learn about the intricacies of scaling customer success teams from an operational standpoint. The panel will explore the various aspects of ops strategy that come into play when expanding the reach and impact of customer success initiatives, whether it’s doing more with less or supporting smaller accounts.

This panel discussion will dive into:

How CS leaders can leverage ops

How to get started when it comes to scaling a CS team

The role of automation in scale

How to approach a digital strategy

Where AI fits into scale

Speakers will include:‍

‍‍‍Justin Chappell - VP Customer Experience at 6sense Inc.

Melissa Allen - Director, Customer Success Operations at Okta

Rosa Gandler - Senior Director, Customer Revenue Operations at Greenhouse Software

Rosalyn Santa Elena - Founder and Chief Revenue Operations Officer at The RevOps Collective

Thuy Pham - Manager, CS Ops Strategy & Systems at LinkedIn

Click here to add this session to your calendar

3. Unlocking Efficiency: The Impact of CS Operations on Scaling Customer Success Teams

In this session, discover the pivotal role that CS Operations teams can play in helping Customer Success teams operate more efficiently and scale the impact they have on their customers. Gain insights into practical approaches and lessons learned, and leave with some immediate next steps that you can take to help your Customer Success teams do more with less while maximizing their business impact.

Speakers will include:

Sonam Dabholkar - Director, Customer Success Operations at Clio - Cloud-Based Legal Technology

Click here to add this session to your calendar.

4. Transitioning clients from high-touch to a Pooled Model

Pressure from the top continues to push customer success leaders to consider a digital customer experience for the majority of clients. But where does one start?

Join Emilia D'Anzica, Managing Partner at Growth Molecules as she takes you through the top five actions you need to take to successfully lead your organization and customers to a successful pooled customer success model.

Click here to add this session to your calendar.

5. Scaling Customer Success with AI: A Practical Approach

Discover practical AI strategies that scale customer success across diverse business segments, from startups to enterprises. This session showcases how AI tools and techniques can optimize resources and enhance customer interactions, providing a roadmap for growth and efficiency.

Speakers will include:

‍Chad Rosh - Manager of Customer Success at GaggleAMP

Click here to add this session to your calendar.

6. Making the Business Case for Your Scaled CS Program

Why are you scaling your CS program? Sure, you need to gain efficiencies. But why?

You’ve heard all over the place “Do More with Less” and you’ve probably said it yourself. Maybe you thought it would just be for a while, and when it wasn’t, then you started to scale… So why wasn’t it? Why didn’t things go back to “normal”?

Now you’re scaling, but you’re not getting the tools you need, or the staff you need to do it. Why is that?

Come join this session to learn why the business landscape is changing, how it impacts you, and how you can measure, deliver, and translate your Scaled CS program to executive decision-makers. Knowledge is power.

Empower yourself so you can build the program your company and customers need and make the business case you need to get the job done!

Speakers will include:

Jan Young, MBA, CSPO, CSM - Founder & Chief Customer Officer at JanYoungCX

Click here to add this session to your calendar.

7. The Role of Data in Scale & How to Scale It

Join this panel discussion to learn how to leverage data when it comes to scale. From analyzing data to better understand customers to using data to create more compelling customer interactions & experiences, data is a key part of the foundation on which teams build scale.

This panel will dive into:

Different approaches to scaling data

Why data doesn’t need to be perfect

How to work with key stakeholders

Wins & learnings from scaling data at top companies

Speakers will include:

Conor Kelly - Scaled Insights Manager as Asana

Jonathan Weindel - Head of Data Analytics at Envoy

Nikola Mijic - CEO & Co-Founder at Matik

Nick Jaton - Data Engineer - CS Ops at Samsara

Click here to add this session to your calendar.

8. Scaling with what you have: How to build your org when you are bootstrapped

In the current "do more with less landscape", we are all tasked with figuring out how to make the minutes stretch longer. Limited resources can pose significant challenges, but they can also help us get creative and figure out new and innovative ways to work. In this session, Maranda will cover the basics of how to build your CS org when you have limited resources and growing demands. You will walk away with a few ideas you can employ at any size or phase of your scale.

Speakers will include:

‍Maranda Dziekonski (she/her) - SVP, Customer Success & Ops at Datasembly

Click here to add this session to your calendar

9. Scaling CS for Maximum Impact & Leveraging AI

This panel discussion will explore the potential of generative AI (GenAI) in scaling customer success (CS) teams, operationalizing for scale, improving client experience, and reducing friction points.

The discussion will focus on the following key areas:

Understanding GenAI Literacy: Ensuring that customer success managers (CSMs) have a solid grasp of the fundamentals of AI and GenAI, as well as broader industry trends, to effectively leverage these technologies in their work.

Exploring Customer Success AI Tools: Examining AI-powered tools that can assist CSMs in note-taking, task list creation, automation, template generation, content creation, and integration with a single source of truth.

Scaling CS Teams with a Customer-Product Centric Approach: Discussing the importance of aligning customer needs with the product experience, and transforming CS teams into an extension of the product team through customer feedback mechanisms, continuous experimentation, data leveraging, and personalization of the in-product experience.

Structuring, Automating, and Standardizing CS Operations: Exploring the three key aspects of scaling CS teams: proper structure (organization, roles, segmentation, and engagement models), systems and automation (leveraging data, digital CS, and AI tools), and repeatable processes (scaling human playbooks with well-defined processes, templates, and training).

Operationalizing CS Teams for Efficiency and Scale: Examining best practices for optimizing CS team operations, including workflow automation, resource allocation, performance measurement, and continuous improvement strategies to ensure efficiency and scalability.

Speakers will include:

Christine Naidu - Enterprise Customer Success Manager

‍Eddie Chavez - Founder & Chief Growth Officer at Propelify.io Consulting

Harita Salvi - Senior Director, Global Customer Success at JumpCloud

Irit Eizips - Chief Executive Officer & CCO at CSM Practice

Rodrigo Fernandez - Founder & Fractional Growth Leader at NxtLevel SaaS

The panel aims to provide valuable insights and strategies for CS teams looking to harness the power of generative AI to scale their operations, enhance client experience, and reduce friction points.

Click here to add this session to your calendar

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