Hosting a record-breaking Customer Success Meetup [Video]

On August 17th, over 130 Customer Success leaders gathered at WalkMe headquarters in downtown San Francisco, for the largest Bay Area #CSMeetup to date. The group noshed on local libations and appies, while engaging in speed networking and learning.

I was fortunate enough to be part of the welcoming crew along with the Meetup leadership team: Junan Pang, Director of Global Services at Optimizely, Emilie Davis, Customer Success Manager at, Jennifer Wong, Director of Customer Success at Aerospike, and Mary Rosberg, Director of Customer Success at Recurly.

I kicked off the event with a CS-focused fireside chat with the one and only Lincoln Murphy.

Lincoln is a world-renowned Growth Architect, Consultant, Author, and Keynote Speaker. As the founder of Sixteen Ventures – and previous leader of Customer Success at Gainsight – he’s used Customer Success to drive growth across the entire customer lifecycle for more than 400 SaaS and enterprise software companies., Lincoln Murphy.

The evening finished off with a speed networking activity. Imagine the excitement and fun amongst the Customer Success aficionados!

I am thankful to all the leaders who made the event so amazing – there was indeed great learning and networking!

Top 5 Key Takeaways from the event:

  1. The customer success community has not hit a peak. While some may disagree but the meetup confirmed we are only beginning to quench the thirst for knowledge. There are so many unknowns as the Customer Success world expands from Software-as-a-service to traditional on-premise software and brick-and-mortar businesses.
  2. There is no secret sauce to customer success. What your company product delivers to customers will determine everything from the customer journey to who the customer organization reports to. The important first step is understanding customer needs and building from there.
  3. If growth is harming your customers you must reassess your strategy. If you are building new features without thinking about your current customer pain points then maybe your new features aren’t that great.
  4. Scaling customer success teams is hard –  tools will make it easier.  Hiring more people will not make your customer experience better. Using customer platforms and contextual help is something that all companies should be considering. Customers are getting smarter and want to be independent in your platform.
  5. If you haven’t been to a CS Meetup lately, you should attend one! The opportunity to meet new people, share ideas and learn about new technology is worth the treck. There are many across the US so have no fear of missing out because you don’t like in the Bay Area. Don’t have one in your area? Start one!

Finding ways & tools to drive user adoption, to provide contextual support, and to deliver a return on investment quickly has never been more important. In my experience, the best way to discover new techniques is to share ideas in person & in online customer user groups – with other customer success-obsessed people, like me.

Here is the full video for your review.


Until the next Meetup – cheers to Customer Success!




Published by Customer Growth Advisor

Emilia D'Anzica is the founder of Customer Growth Advisors. The company was acquired by Winning By Design in December 2018. She is a senior technology business leader with nearly 20 years of delivering customer outcomes. Leveraging extensive comprehension of and talent for customer success transformation, Emilia is a valuable asset for tech, e-retail, recruitment, HR, communications, and telecom industries seeking expert assistance with digital transformation, building a customer success team from scratch, customizing professional services, creating exceptional company cultures, and establishing scalable operations and processes. Prior to launching her own consulting firm, she was the Vice President of Customer Engagement at WalkMe™ for three years where she built the customer success team and customer marketing team across four global locations. The team won a 2016 Customer Service Award from Stevie's as a result of her transformational work. Previously, Emilia served as a Director of Customer Success for both BrightEdge and Jobvite, scaling programs and teams globally. Emilia has been recognized as one of the “Top-25 Customer Success Influencers” and a 'Top 100 Customer Success Strategists' by Mindtouch. She was also recently named as one of the '7 most influential women in Customer Sucess'. Emilia has served as public school board member and part of a Parent Action Coalition in San Francisco, making a lifetime commitment to supporting public schools because it was those teachers who had the largest impact on her future. In addition, Emilia served on two SaaS advisory boards, Crowdvocate, and Catalyst, and has been on other boards over the past decade. Emilia holds a Masters of Business Administration (MBA), with Honors Distinction, from Saint Mary’s College of California. She focused on global strategy and competition. She attained a Bachelor of Arts Degree with a Canadian Studies Major, and a Social History Minor, from the University of British Columbia. You can contact Emilia at

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