Christopher Harris Marcela Albertini Eleni Vorvis

(5.6) A Tale of Two Departments: Who Owns Customer Expansion?

A Talk by Christopher Harris , Eleni Vorvis and Marcela Albertini

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About this Talk

In the ever-evolving landscape of customer relationship management, the debate between Sales and Customer Success departments regarding customer expansion strategies is more pertinent than ever. 

Join us for a debate where we’ll weigh the pros and cons about both sales and customer success owning expansion. We’ll specifically debate: 

  • Customer success being solely responsible for owning net revenue retention 
  • Sales being brought in for all renewal and expansion conversations 
  • Hiring a new role, often referred to as the account manager, for expansion and renewal 
  • Customer success reporting into sales, instead of into operations or directly to the CEO

We’re excited to present both sides of the coin for each of these controversial statements - and others. 

This session is a part of Startup Boston Week 2024 and is perfect for customer success and sales professionals who want to make the case to leadership to own upsell and cross-sell. 

September 13, 2024, 03:15 PM

03:15 PM - 04:15 PM

About The Speakers

Christopher Harris

Christopher Harris

Founder, Boston Founders Forum

Chris Harris is a distinguished Entrepreneurial Sales Coach at Harvard Business School and the Head of Sales, North America, at a leading publicly traded cybersecurity company.


Eleni Vorvis

Eleni Vorvis

Co-founder, Boston Founders Forum

Eleni has 20 years of experience working on customer facings teams. She began her career in sales and transitioned to Partner & Customer Success in 2009.


Marcela Albertini

Marcela Albertini

Enterprise Customer Success Manager, SCW

Marcela Albertini is a seasoned Enterprise Customer Success Manager with 8+ years of experience in SaaS.

Location

Suffolk University

120 Tremont Street, Boston

Faculty Dining Room - 4th Floor

Suffolk University

Main Sponsor

Suffolk University's Sawyer Business School

The Sawyer Business School occupies an unrivaled position at the nexus of Boston’s private, public, and nonprofit sectors. Our learners enjoy unparalleled access to the city’s financial and innovation clusters, seats of government, nonprofit organizations, and world-class healthcare institutions.

Main Sponsor

Want to sponsor this event? Contact Startup Boston