Helping Founders and CEOs Understand the Criticality of a Customer Success Strategy in Growth Equity

Session Abstract

Customer Success is too often an afterthought. Early-stage companies are laser-focused on product market fit and customer acquisition, leaving customer retention and expansion very much to chance as they hit the growth stage. Even when a Customer Success team is in place, the focus is typically on implementation and high-touch, low-return strategies. Success is often the first set of cuts when the market turns. Learn from “Coach Mike” Edelstein, a Managing Director at WestCap and Adjunct Professor of Customer Success at USF, and Larry Waldman, CCO at growth stage company Exegy, about how to influence founder and CEO opinion and strategy around Customer Success during periods of growth and contraction.