Customer Success & Operations

September 5, 2019

Workshop hosted at Loopio (310 Spadina Ave., Toronto)

Evening event hosted at Uberflip (370 Dufferin St., Toronto)


Led by: Chandler Jolliffe and Katharine Marek

2:00 - 5:00 | Workshop (more information below)

5:00 - 6:00 | Break

6:00 - 7:00 | Networking, food, drinks, games

7:00 - 7:10 | Opening remarks

7:10 - 7:20 | Community Announcements

7:20 - 7:35 | Star Hofer: You are all unicorns; how I hire to optimize professional growth

7:35 - 7:50 | Sarah Facini: Operationalizing Customer Success. What NOT to do.

7:50 - 8:05 | Shilpa Mandhan: Using Design Thinking Principles to Build New Hire Onboarding

8:05 - 8:45 | Town Hall with Lisa Pellegrino, Zim Maizlin and Kia Puhm (moderated by Megan Nobrega): Optimizing Your CS and Operation Teams

8:45 - 9:00 | Closing remarks

Guest Speakers


Star Hofer

VP of Customer Success



Sarah Facini

Head of Customer Success



Shilpa Mandhan

Director of Customer Success


Lisa Pellegrino

VP of Operations



Chandler Jolliffe

Director of Customer Success and Revenue Operations



Zim Maizlin

Head of Customer Success

Nudge Rewards


Megan Nobrega

Head of Client Success

Carrot Rewards


Kia Puhm

Founder & CEO




Operationalizing CS Goal Setting

Led by: Chandler Jolliffe and Katharine Marek

Location: Loopio (310 Spadina Ave)

Workshop Outline:

Implementing an OKR culture in your organization; why it’s important, and where teams get tripped up

  • How to strategically align with and contribute to overall business success & objectives

  • The keys to effectively setting and executing OKRs, what are the leading and lagging indicators, how do we differentiate these and use them effectively

Please note:

  • The topic area covered in this CS in Focus Workshop is designed for CS leaders

  • There will be a case study distributed a few days prior to the workshop which will be used as a basis for group exercises throughout the day

  • Get ready for lots of collaboration that focuses on tangible takeaways through real-life experience and learnings

*MORE information, including exact schedule and guests to be announced soon!