How To Build A Customer Success Team From Scratch

Designing a team to support the success of over a thousand customers, multi-million dollar enterprises, and your internal support team is even more complex. In this influencer webinar, Aaron Fulkerson, CEO of MindTouch, interviews Emilia D’Anzica, VP of Customer Engagement of WalkMe and discusses:

  • How the WalkMe team successfully scaled from 10 to about 35 customer success managers in just 16 months
  • At what point companies need to break out a Customer Success division, and how they know when it’s time
  • How to get started, and how to map out what needs to be changed first
  • What processes and feedback mechanisms need to be implemented

Learn how to build a new customer success program at your organization today!


Aaron Fulkerson

Aaron Fulkerson, a leading innovator in open-source and SaaS software, is Co-Founder of MindTouch. Previously, Aaron worked on the Advanced Systems Research Team at Microsoft and has informed national education policy at the White House. Aaron tackles everything with the same mantra: Be big, be kind, and kick ass.

Emilia D’Anzica

A frontrunner and thought leader in the customer success realm. Awarded a 2016 Stevie Award for Customer Service Department of the Year, as well as the 2015 Customer Success Heroes Award and the 2012 Jobvite Customer Award, Emilia has proven her ability to create, implement, and personalize a superior customer experience.

Sign up here to listen to the webinar


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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