The Anatomy of Customer Success: Org, Execution, and Building for Scale

​What does Customer Success and Account Management actually look like under the hood?

​In the upcoming session of the AI Circle GTM virtual panel series, we're proud to feature two members-- Rebecca Holland, a seller-turned-revenu-leader who has led teams of 5–60, owned P&Ls from $5M to $150M, and been part of 5 successful exits; and Vanessa Piacente, who has worked across the full B2B SaaS customer journey before becoming a founding CS leader at four unicorns including ElevenLabs, Wealthsimple, League, and Ada, where she built global, enterprise-focused CS functions from the ground up. Moderated by Sunny Shih, London Co-Chair of AI Circle who has been an early CS and AM hire at successful start-ups and scale-ups in tech and AI, and is now part of the GTM team at ElevenLabs.

​In this session, we unpack how top revenue leaders structure their CS teams, run the function day-to-day, measure performance, and build from scratch. Expect concrete examples, honest reflections, and the kind of detail rarely shared publicly.

​Agenda:

• ​Part 1: The Org

• ​Part 2: The Execution

• ​Part 3: Measuring Success

• ​Part 4: Building the Function from Scratch

• ​Closing Thoughts

​For the first time, we are opening up this session from the AI Circle GTM virtual panel series to non-members on an invite basis. If your registration is approved, you will receive the meeting link via a Luma notification email shortly before the event scheduled start time.

​Learn more about AI Circle and how to become a member at ai-circle.org.