James Lloyd is the CTO and co-founder of Redox. Redox is a company that is changing the way healthcare vendors and providers share data. Prior to Redox, he was an engineer and serial intrapreneur at Epic for five years. He also co-founded 100state, a non-profit co-working space in Madison, Wisc., that serves as a community and home for entrepreneurs. He has a history of creating innovative technical solutions to solve problems.

Shreesha Ramdas is the CEO and Co-founder of Strikedeck. Previously, Shreesha was the GM of the Marketing Cloud at CallidusCloud, Co-founder at LeadFormix (acquired by CallidusCloud) & OuterJoin, and General Manager at Yodlee. ​ Prior to that, Shreesha led teams in Sales and Marketing at Catalytic Software, MW2 Consulting, and Tata. Shreesha advises several startups on marketing & growth hacking. You can find Shreesha on Twitter, @Shreesha.

John Kelly is the VP of EMEA at Natero. John has over 20 years of experience leading international customer operations and sales for technology companies. ​ Prior to Natero, John spent ten years building Intel's EMEA Customer Quality Operations, and six years leading the growth of EMEA Services at Citrix Systems. He also led worldwide Customer Support Operations at SolarWinds Software before forming CustomerLink, a Sales and Customer Success services company based in Dublin, Ireland. CustomerLink was acquired by Natero in 2019. John holds a Bachelor of Technology degree from the National University of Ireland, Galway and an MBA from The Open University.

Adam is joined by Sue Nabeth Moore and Jason Noble to discuss a joint collaborative project - Customer Success Outcomes (CSO). Almost every organisation with a Customer Success function focuses their teams’ efforts on higher-paying customers, providing them with a "high touch", heavily customised service. For lesser-paying customers, there is little (if any) outreach due to a lack of time and resources or difficulty in designing scalable and cost-effective engagement models. The ultimate outcome for these long-tail customer segments is reduced adoption, lower satisfaction rates and higher churn. CSO enables companies to remedy this issue by quickly and effectively extending their human coverage model beyond "high touch" and help clients of all sizes and revenues to achieve maximum ROI. CSO provides high calibre, outsourced "virtual CSMs" who can work directly with your clients and help them increase their overall value of using your solution.

Elise Meijer is a Senior Customer Success Manager at LinkedIn. Based in Paris, Elise is a seasoned Customer Success Professional with over 12 years of experience in client focused roles, mainly in the SaaS industry. Elise joined LinkedIn in 2012 when they launched their regional office in France and customer success was still in its early days. She has since then helped building out customer success within LinkedIn France, partnering with key business departments including sales and marketing, and supporting the growth in the region. As a Senior Customer Success Manager she spends her time driving product adoption, expansion and account retention for LinkedIn’s most strategic enterprise segment in France (including major CAC 40 companies). Passionate about data and insights, Elise has a strong appetite for coaching, growing and nurturing team and talent, and driving group excellence. With a ‘people and customer first approach’ she has an unending drive to improve the customer experience and create customer advocacy and enjoys using her sense of curiosity and creativity to bring ideas to life and focus on strategic thinking and operational excellence. As a working mother of three Elise has discovered a whole new concept of time management and how to use time and resources efficiently to get things done quickly!

Andy is the Founder and CEO of Taskfeed and is based in London. Andy is the author of the B2B SaaS Customer Onboarding Handbook and the Founder and CEO of Taskfeed. Andrew has spent the last five years helping Customer Success-oriented businesses get smarter about Customer Onboarding and Implementation through a scalable and repeatable process.

Laura Conrardy is the Manager of Customer Success & Scaled Programmes at Box. Based in London, Laura has over 10 years of experience in client facing roles in EMEA from Account Management to pre-sales (including Channel Enablement to Customer Success). Laura is passionate about technology and the way it can transform lives. Over her last 4.5 years at Box, Laura has held Senior Customer Success Manager roles, acting as a strategic partner with some of Box's largest enterprise customers in Europe and managing a portfolio of over $10M. Today, she has a leadership role for the Commercial and Scaled Team and leads a multilingual team looking for scalable ways to drive more value and deeper adoption for a much larger customer base.

Bob Burke is the Sr. Director Customer First, EMEA at Okta. He leads the post sales teams focused on driving longterm value for our customers including Education Services, Professional Services, Customer Success Management, Technical Support and Renewals. Bob has spent the past 20 years managing global IT operations and started his journey with Okta as a customer. He joined Okta 5 years ago in San Francisco and moved to London in 2015 where he’s been helping to build the EMEA business and grow the CF operation internationally. As a Californian living in London, he’s learned how to complain about the weather, drink warm beer, redefine the term football, survive without a car, and speak English properly.

Baptiste Debever is the Co-Founder at Feedier. ​Baptiste is a French Entrepreneur with a background in Software Engineering. He has a passion for user-centric products and innovative technology as a whole. He is also very keen on understanding what drives the customers’ motivations for new solutions, and how they create a better version of themselves. Although he has a background in Software Engineering with experience in web products, he is now focusing on the marketing and sales side of things at Feedier, with a taste for growth experiments.