skip to Main Content

CS100 Speaker Preview: Katie Rogers – Starting and Scaling Customer Success


Katie Rogers, VP of Customer Success at Salesloft, was recently announced as a speaker at the upcoming CS100 Summit, the premiere conference for customer success executives and leaders.

The CS100 Summit will take place September 13-15, 2016 at the St. Regis Hotel in Park City, Utah and will attract 100 customer success executives traveling in from across the world for an exclusive 3-day learning event. Customer success executives, leaders, and innovators will come together to focus on ideation, strategies, and real-world applications of customer success.

Katie brings with her a wealth of actionable knowledge, having built the customer success department from the ground up at Salesloft, one of the fastest growing startup companies in SaaS today. At the CS100 Summit, Katie will share from her incredible experience, but in advance, we want to give our attendees a sneak peek into just a few things she’ll discuss:

The Revolution of Starting & Scaling

According to Katie, organizations at all stages are still learning about how customer success fits into their organizations. The concept of customer success is new to many executives, so Katie will dig into questions such as, “How can the function of customer success provide value to the entire organization? What insights should be shared across the organization – what do they care about? Foundationally, where do we even begin?”

Having gone through the entire process of building and scaling a successful customer success department and having worked directly with customers for most of her career, Katie has many battle wounds and real life, unfiltered lessons to share. She’ll share openly with attendees about what she wishes she would have done differently… or wouldn’t have done at all. In her own words, she explained that, “It’s all about being relatable. Today, executives have access to so much material about customer success and the changing sales environment, but for those just starting out or scaling rapidly, they often don’t know how or where to start. That can be downright intimidating.”

Katie plans to share some tactical action items that attendees can implement immediately, addressing topics like:

  • Hiring a Customer Success team
  • Keeping the team engaged
  • “How to’s” & “what not To do’s” when growing a team

“Don’t get the foundation right? It doesn’t matter… I’ve been bumped and bruised and have had to rebuild from the ground up many times,” explained Katie. “It’s so important to hire the right people and to have right process from the beginning because without a solid foundation, it will crumble.”

Start Thinking About THIS Before the CS100 Summit

No strategy is a one-size fits all, according to Katie. Executives should take everything they hear and relate it back to how it applies in their specific organization. Just because a respected thought leader or a great article or a powerful webinar gives instruction on something doesn’t mean it will fit into every organization’s business model – and it shouldn’t.

Katie prompts attendees to ask themselves, “What are the top 2-3 most important things I’m thinking about and where should I focus my efforts? What actionable items do I want to walk away from the CS100 Summit with and what do I want to have discussions about?” Katie’s advice is for attendees to come looking to absorb and gather ideas and connect with others across the industry. The answers to questions will come afterwards, so attendees shouldn’t force the process.

Next Stop… UTAH!

It’s hard to believe, but Katie will be stepping foot in Utah for the very first time at the CS100 Summit! We’re pumped to welcome her to our great state and to show her Deer Valley—the gem of Park City.

Interested in attending the CS100 Summit and hearing from Katie along with many others firsthand? Don’t miss out! Register to attend today:

Back To Top