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Why CSN?

The Customer Success Network operates as the central hub and premier networking forum for Customer Success professionals worldwide. The CSN empowers client-facing experts to collaborate with their peers in sharing best practices, implementation tips, key metrics, and CS transformation trends.

Our Mission and Vision

Check out for upcoming Customer Success community activities.

Mission

Join a global network of Customer Success professionals that is committed to cultivating knowledge exchange, and establishing a CS community. Learn from thought leaders and key decision makers in the field, and become one yourself, by staying current with every advancement in the Customer Success industry.

Vision

The CSN Council welcomes your contributions to the forum, and looks forward to engaging with you. Our board aims to grow our collective intellectual capital by creating an unparalleled CS resource that is continuously expanding. If you have ideas for how to improve our offerings, please submit your contributions by contacting us.

Mission

Join a global network of Customer Success professionals that is committed to cultivating knowledge exchange, and establishing a CS community. Learn from thought leaders and key decision makers in the field, and become one yourself, by staying current with every advancement in the Customer Success industry.

Vision

The CSN Council welcomes your contributions to the forum, and looks forward to engaging with you. Our board aims to grow our collective intellectual capital by creating an unparalleled CS resource that is continuously expanding. If you have ideas for how to improve our offerings, please submit your contributions by contacting us.

Governing Council

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Bill Cushard
Director of Marketing at ServiceRocket
Bill Cushard is the Director of Marketing at ServiceRocket helping organizations adopt software through training, implementations, support, and software applications. Bill is host of the wildly entertaining and educational customer success podcast, Helping Sells Radio, and has written three books, including Break Away: How Fast-Growing Software Create Markets and Win Customers Through Customer Education.

Linkedin: http://www.linkedin.com/in/billcushard Twitter: http://twitter.com/billcush Helping Sells Radio: http://helpingsells.com

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Boaz Maor
SVP Customer Success at OpenGov Inc.
Boaz Maor is a serial start-up executive with passion for Customer Success. He currently acts as the SVP of Customer Success at OpenGov where he brings over 25 years of experience in a wide range of organizations from software to logistics to services. Considered one of the early executives to help drive the development of the Customer Success function, Boaz is a frequent speaker, writer and presenter at conferences and events. Most recently, he won the “Innovator of the Year” award at CS-100. Before OpenGov Boaz found and led the Customer Success team at Mashery (acquired by Intel). Before that, Boaz held customer success executive positions at newScale (acquired by Cisco) and FreeMarkets (IPO and then Acquired by Ariba). Boaz holds an MBA with honors from Carnegie Mellon University.

Linkedin: https://www.linkedin.com/in/boaz-s-maor-84810b/

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Eraj Siddiqui
Director, Customer Success Operations
Eraj is seasoned customer success practitioner, having built & led a number of customer success teams. As a customer success leader at Autodesk, his primary interest is making technology useful through adoption and clear alignment with delivering value, both for internal customers in an organization as much as external ones. He leverages diverse experience from startups, consulting and more established organizations to provide a unique perspective on customer success. Eraj holds an MBA from the Haas School of Business at U.C. Berkeley.
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Irene Lefton
2018 Top 100 Customer Success Strategist, VP Customer Success, Author
Irene conveys the voice of the customer across the organization to drive profitable recurring revenue. Her background spans multiple industries and use cases, and with 20+ years of experience, she has successfully built and operated multiple global services, support, and customer success teams in the US, Europe and Asia. As a thought leader who co-chairs the Customer Success Network Governing Council and a contributor on the Customer Success Association Standards Committee Irene advises companies on CS strategy and frequently presents CS topics at meetups and conferences. She was most recently VP of CS for Lastline, a top provider of network security products and she has previously held other VP of Customer Success executive positions, sat on advisory boards, and mentors early stage startups.

Irene is customer focused in every way, she is an advocate for increasing diversity in management teams, has worked and lived in Europe, and has driven results for companies ranging from start-up to large public enterprises. She is a beloved manager and creates effective teams by setting appropriate strategy, hiring and mentoring customer focused staff and applying scalable processes. With a BA in Economics and an MBA from the University of NM, she is a lifelong learner who is currently finishing her book titled “Who Speaks for the Customer?”

Linkedin: https://www.linkedin.com/in/irenelefton/

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Lauren Costella
Top 100 Customer Success Influencer and Evangelist, Change Agent, VP of CS at Medrio
“As VP of Customer Success, Lauren Costella is tasked with overseeing Medrio’s growing and renowned Customer Success (CS) team. She brings extensive experience to her role at Medrio, having held numerous senior management and directorial positions at global SaaS companies, such as Searchmetrics and BrightEdge. She also serves as a Board Member for the Customer Success Network, a thought leader and speaker in the Customer Success space, and publishes articles and information on her blog. She also spent two years as a Strategic Communications advisor for the U.S. Department of Defense. Lauren holds a Master’s Degree in Sociology and a Bachelor’s Degree in Communication, both from Stanford University. And fun fact, she was a distance swimmer for 17 years; she holds 2 National titles and a Bronze medal from World University Games.”

Linkedin: https://www.linkedin.com/in/laurencostella/

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Maranda Ann Dziekonski
Top 100 Customer Success Strategist 2017 & 2018, Vice President of Customer Success at Swiftly, Inc
Maranda is a customer facing operations leader with over 20 years of experience in both working with and designing world-class customer-facing groups. Maranda has experience building and scaling Customer Success (B2B), Customer Service (B2B, B2C), API (Engineering) Support, Contact Centers (Inbound/Outbound), Sales, and various other teams in operations. She is a ground-up builder with a passion for setting up the right teams, systems, process, and overall infrastructure to take both the team and the company to the next level.

Linkedin: https://www.linkedin.com/in/marandaanndziekonski/

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Mark Pecoraro
2018 Top 100 Customer Success Strategists
Mark has over 25 years of executive experience in post-sales, high-value, B2B Software/SaaS solutions, and brings an immense background of leadership skills and operational experience to help SaaS companies enhance their Customer Success capabilities. With a focus on venture funded, Silicon Valley, SaaS companies of all sizes and industries, he has extensive experience deploying Customer Success Automation platforms, and is a thought-leader in the CS community, serving as the Co-Chair of the Customer Success Governance counsel. Mark has held a variety of executive roles in enterprise SaaS organizations including, SuccessFactors, CommerceOne, Conviva, Appcelerator, SOASTA, WhiteHat Security, and Accept Software. He also serves on the Board of Advisors for Strikedeck, and is a member of the Standards committee for The Customer Success Association. Mark earned a Bachelor’s degree from the University of California, Santa Barbara.

Linkedin: https://www.linkedin.com/in/markpecoraro/

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Nils Vinje
Founder, Glide Consulting
After completing an MBA in Management and Organizational Behavior, Nils Vinje got into his first role in Customer Success as a Customer Success Manager. Nils’ alignment with and passion for Customer Success enabled him to rise very quickly from CSM to Team Lead to Director and finally VP. During his rise, he established a track record of orchestrating record-breaking renewals and up-sells. Nils’ leadership was enriched by becoming a Professional Coach in 2012. He has dedicated over 400+ hours to coach training and one-on-one coaching sessions with clients. In January of 2015, Nils formed Glide Consulting to share his expertise and success with clients. To date, Glide’s clients range from hyper-growth start-ups like Segment.io and Rainforest QA to Oracle Marketing Cloud. Glide’s proprietary framework called the 4 P’s – People, Purpose, Process and Platform, serves as the foundation on which to build a high performing Customer Success organization. Once the 4 P’s framework is implemented, Glide clients achieve predictability in both renewals and expansions.

Linkedin: https://www.linkedin.com/in/nilsvinje Website: www.glideconsultingllc.com

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Paul Reeves
CEO of Customer Kaizen
Paul Reeves is the CEO of Customer Kaizen, a consulting company that specializes in helping companies launch or rebuild scalable, and profitable customer success. As VP of Customer Success for high growth B2B enterprise SaaS companies, he’s built Customer Success teams that provided revenue generating and brand building services. He’s implemented best of breed programs that profoundly improved NPS, going from negatives to high 60s. For the past 2 years, Paul has been honored by the CS community to be voted a Top 100 Customer Success Influencer by his peers. Paul is a founding member of the Customer Success Network, and the Customer Success Standards Initiative.

Linkedin: https://www.linkedin.com/in/matthewedwards4/

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Roger Lee
Head of Customer Success at SmithRX
Roger is the Head of Customer Success at SmithRx. He has over 20 years experience as an executive leading Service, Operations, Strategy and Success teams within healthcare technology organizations. Roger’s experience spans healthcare segments from the provider to the payer space providing a unique perspective and skill set that to understand the customers’ needs and develop innovative tech-enabled solutions. Previous to SmithRx, Roger was the Senior Director of Customer Success for FDB (First Databank, Inc), responsible for strategy and execution of all post-sale activities with the customer-base. He has also spent time at CVS Caremark, Blue Cross Blue Shield of Massachusetts and other health technology startups.

Linkedin: https://www.linkedin.com/in/roger-lee-b5695/

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Sanjeev Sisodiya
VP Customer Success at Postman
I currently lead Customer Success at Postman. Previously I’ve been a Developer, a Principal Engineer, a CTO, a VP of Business Development and a Chief Customer Officer. I believe building trust is the foundation for all long term relationships and try it make this the core of any teams I have the good fortune to work with. I also believe that we should always be learning and teaching/mentoring. Feel free to reach out to me at any time.

Linkedin: http://linkedin.com/in/ssisodiya

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Tom Lipscomb
Founder and CEO of “The Successful Customer”
Tom Lipscomb is the Founder and CEO of “The Successful Customer”, a management-consulting firm focused on the creation and optimization of Customer Success capabilities. He has spent 20 years working with senior executives in North America, Europe, and Asia to help them deliver unrivaled value to their customers. A career spent focusing on customers and their success has led him to executive management positions in companies ranging from the Fortune 500 to start-ups. As a realist, Tom recognizes that although most companies have a plaque on the wall that says, “The Customer Comes First”, executing on this vision is extremely challenging and realizing it requires alignment of the entire company. Tom’s repeated success in doing this has resulted in a methodology built upon a series of best practices. The process he employs in working with clients begins with the creation of a strategy built upon a financial foundation. This strategy enables the definition, design, and execution of tactics that deliver vastly superior results in less time. As Sun Tzu wrote 2,500 years ago in The Art of War… “Strategy without tactics is the slowest route to victory… Tactics without strategy is the noise before defeat”!

Linkedin: https://www.linkedin.com/in/lipscombs/

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Membership
Membership to the CSN is open to any professional interested in learning about Customer Success, or working in a customer-facing role. We look forward to your contributions to the Customer Success Network, hearing about your experiences in the field, and the ensuing stimulating discussions.
Join the Customer Success Network
Membership to the CSN is open to any professional interested in learning about Customer Success, or working in a customer-facing role. We look forward to your contributions to the Customer Success Network, hearing about your experiences in the field, and the ensuing stimulating discussions.