The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support

Modern Architecture



The core reality of the Software as a Service business model is clear.  You either actively manage your customer relationships as strategic portfolio assets, or you cede control over them and your company’s future to chance and/or the competition.   Customer Acquisition is only the very first step in what must be a long-term, scientifically engineered, and professionally directed strategy.

Throughout the worldwide SaaS sector, firms are establishing Customer Success Management groups at a dizzying pace.  Virtually all of them start as firefighters, tactical reactions to the threat of churn.  But to move up in effectiveness, to become core components of the company’s global strategy, CSM teams have to go far beyond their reactive origins.


Led by Mikael Blaisdell, Director of The Customer Success Association, Success-Con is the beginning of a conversation about the future of Customer Success Management.  The conference will provide a comprehensive view of the current state of the profession together with a provocative look at what it could become, and the opportunity to make the first connections of your own network of visionary Customer Success professionals.  The initial sessions last for an afternoon.  The interactions and work of building the new role, however, will continue long after.

Each section includes an overview of what is currently being done by CSM groups worldwide, a description of best practices and a roadmap for moving your team up the effectiveness matrix.  A selected group of executives and leaders of CSM programs will then present brief case studies of what’s going on in their companies, and participate in a Q&A panel afterward.  For the Technology section, sponsoring vendors of CSM technologies will do 5-minute descriptions of their vision for their tools — what they saw in the industry and why they designed and built their products as they did.

(Space is limited to 100 attendees to ensure maximum interactivity and optimized networking.  The $395 conference registration includes a 1-year membership in The Customer Success Association.)


  •    12:30 PM – Registration
  •    1:00 – 1:50 PM  The Strategy of Customer Success
  •    2:00 – 2:50 PM  The Process of a CSM Group
  •    3:00 – 3:50 PM  The People of CSM
  •    4:00 – 4:50 PM  The Customer Success Technology Suite
  •    5:00 – 7:00 PM  Reception & Exhibitions


gainsight-scout-totango bar


To Register

Success-Con East: Boston, MA – Thursday, December 5th, 2013

Success-Con West: Oakland, CA – Thursday, January 23rd, 2014

Success-Con Europe: London, UK – Thursday, April 3rd, 2014