In this workshop, we dive into what Customer Success really means in a scale-up context, delivering both inspiration and practical insights.

Together, we’ll explore the five key challenges scaleups face—from defining the CS role to scaling processes without losing customer intimacy, building the right team, shifting from reactive to proactive, and integrating CS with sales, marketing, and product. Through lessons learned from real transformations, you’ll gain concrete strategies and avoid common pitfalls.

The interactive exercises help you reflect on where your company stands today, identify your top priorities, and work hands-on with practical tools and frameworks directly applicable to your own cases.

To top it off, you’ll hear first-hand testimonials from founders and executives who successfully built and scaled a Customer Success strategy that drives growth.

Led by seasoned practitioners, this workshop will be in good hands

Nieves Canada is a Customer Success and Revenue leader with extensive experience building and scaling customer-centric organisations in Tech.She provides executive leadership and consultancy services and has worked with a wide range of companies in SaaS, from pre-seed to Series D, including Showpad, iText, SettleMint, and now Smart Symbols, leading Customer Success and Revenue while advising executive teams on strategy, culture, and scalable growth.

She specialises in transforming Customer Success into a strategic growth and revenue driver, designing the teams, processes, and tools that enable companies to scale effectively while retaining customers and unlocking expansion opportunities.

Alongside her leadership and advisory work, Nieves is an Executive Coach for Customer Success and Revenue leaders, helping them strengthen their leadership, scale their teams, and deliver measurable results in high-growth environments.

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To crown it all, you will be further inspired by: ‍

‍Jeroen Borloo, Co-founder of Rookoo.

Before starting Rookoo, Jeroen spent over 8 years in Customer Success at Clarabridge and Qualtrics,where he helped companies redesign their customer journeys, streamlineoperations and lift satisfaction scores. Today,he combines that experience with his passion for technology to helporganizations achieve tangible results, like cutting response times, reducingworkload for service teams and boosting conversion from customer inquiries. Hisfocus: using automation to scale empathy, not replace it.

Jeremy De Clercq, Head of Customer Success at Sensolus.

Jeremy builds and leads the customer-success organisation of Sensolus, ensuring clients achieve long-term value from their IoT asset-tracking solutions. Prior to this, he advanced through roles in business development and partner management, leveraging his deep understanding of the IoT and logistics sectors to forge high-impact client and channel partnerships. With a passion for enabling enterprise-scale adoption and focusing on proactive engagement, he champions a collaborative approach that blends technical insight with strategic customer outcomes.