Webinar: HOW TO RETAIN YOUR CLIENTS IN THIS MARKET by Sales Impact Academy

About This Webinar

Join us for an enlightening panel discussion featuring three renowned leaders in the field of Customer Success: Erin Stavi, Dan Steinman, and Laura Kightlinger. This event will delve into the multifaceted world of Customer Success, exploring its definition, evolution, and unique dynamics in today's market.

At the core of this panel discussion is the question: "How do you define Customer Success?" Erin Stavi, Dan Steinman, and Laura Kightlinger will share their perspectives, drawing upon their extensive experience and expertise, and shed light on how their understandings of Customer Success have evolved.

The panel will explore what Customer Success truly consists of, highlighting the various elements and dimensions that contribute to its success. As the discipline has evolved over time, it has become imperative to stress different skills and focuses. The panellists will discuss the skills they believe teams need the most in the current landscape, emphasizing the importance of doing more with less through merciless prioritization, as suggested by Erin.

In an era where the discipline of Customer Success is receiving increasing attention, the panellists will examine the market dynamics that make it both different and similar to traditional approaches. They will discuss the challenges and opportunities presented by these dynamics, providing insights into what should be doubled down on to achieve success.

The discussion will touch upon the contrast between simplicity and complexity in Customer Success. The panellists will explore the delicate balance between setting expectations and doing more, finding practical ways to navigate this challenge.

The role of Customer Success representatives will also be examined, focusing on their current priorities and their contribution to company growth. The panellists will provide valuable guidance on where reps should direct their efforts during this period of growth.

Join us for this thought-provoking panel event, where Erin Stavi, Dan Steinman, and Laura Kightlinger will share their invaluable perspectives on the definition, evolution, and future of Customer Success. Don't miss this opportunity to gain profound insights into the ever-changing world of Customer Success.

Adam Figueira

VP of Marketing @ SIA

B2B brand marketer, mostly for tech startups, with sector experience in MarTech, EdTech, and FinTech. Adam is currently VP Marketing at Sales Impact Academy.

Prior to SIA, Adam was the Head of Branding and Product Marketing at Nexford University, which is making quality education more affordable and accessible around the world. Previously, he was VP of Marketing for CourseKey, which helps the world's best vocational school train essential workers at scale. Prior to CourseKey, Adam ran B2B and branding at Trilogy Education Services, a workforce accelerator that partners with the leading universities (think Harvard, Columbia, etc.) to power skills-based training programs. Adam joined pre-Series A and helped manage the Trilogy brand to a $750 million exit to 2U in May 2019. Trilogy was the fastest-growing EdTech company in history and the second largest acquisition of an EdTech company.

Erin Stavi

Founder at Lakeshore Success Strategies

Erin is a leading Customer Success professional with over 10 years of client management in the Marketing and Advertising industry. Consulted in Marketing Analytics, Market Research and Marketing Strategy.

Laura Kightlinger

VP of International Customer Success at Seismic

Laura Kightlinger is the VP of International Customer Success at Seismic, the global leader in Sales Enablement. In this role, Laura leads the team responsible for partnering with customers across Europe and Asia to ensure their long-term value realisation on the platform. Prior to Seismic, Laura built the Customer Success team at Qubit from inception to 15 team members globally, and supported significant growth in Finance and Business Operations roles at DocuSign and Google. She holds an MBA from INSEAD, and a BS Accounting from Purdue University. Laura currently resides in London and has previously lived in Singapore, San Francisco, and Minneapolis. Outside of work, you can find her traveling the world, trying new foods, and/or participating in endurance sports, especially running and triathlon.

Dan Steinman

Chief Evangelist at Gainsight.

Prior to joining Gainsight as Chief Customer Officer, Dan was the first Vice President of Customer Success and Renewals at Marketo. In addition to the CEO role at Gainsight, he has also been General Manager of EMEA and Chief Evangelist. Dan is a globally recognized thought leader in the
Customer Success space, an active blogger and speaker on its behalf, and co-author of the seminal book on Customer Success. Dan has also served on multiple boards (for-profit and nonprofit) and as an advisor to several tech companies around the world.