Celebrating Lifecycle Leaders

Jon Santavy, managing partner at SimWell, had the foresight to identify and vocalize friction points in the customer journey, making him a primary optimizer of the customer lifecycle for the organization. By advocating for the build-out of a new framework, Jon addressed key areas of improvement, particularly in renewals and the need to market to customers beyond the initial sale.

Recognizing the importance of seamless operations, Jon began with a willingness to change and a commitment to improving cross-functional integration. He emphasized the necessity of marketing to existing customers and ensuring processes remain up to date and customer needs are continuously met. By coordinating with administrative staff to verify billing contacts before renewal and automating renewal tasks, SimWell significantly reduced friction and enhanced customer satisfaction.

Jon’s efforts at SimWell highlight the importance of collaborating across departments when seeking customer lifecycle improvements. His proactive engagement and strategic thinking have guided the development of well-coordinated, customer-centric programs that have resulted in customer success and revenue growth.

Mira Murati, CTO of OpenAI, has been instrumental in bringing AI technologies from the lab to the marketplace while ensuring they are user-friendly and broadly accessible. Under her technical leadership, OpenAI has launched transformative products such as ChatGPT and DALL-E, which have reshaped how businesses and individuals utilize AI.

Murati’s philosophy emphasizes the responsible and ethical use of AI, democratized for application by anyone. This is evident in how OpenAI’s tools are designed to support diverse applications—from marketing and sales to customer support. By integrating AI into these areas, companies can truly streamline operations, improve customer interactions, and ultimately boost satisfaction at every touchpoint.

Her dedication to continuous improvement and feedback has driven the success of OpenAI’s products, making them essential tools for modern businesses looking to enhance their customer lifecycle management.

Pete Caputa, currently CEO of Databox, made his mark in business by building the legendary HubSpot partner program. Pete’s approach to leadership and growth is rooted in transparency; he consistently builds in public, sharing his journey and insights with the broader business community on LinkedIn. His natural coaching style and willingness to share what he’s learned set him apart as a mentor and leader in business.

At Databox, Pete's team is focused on centralizing data across teams for seamless alignment of business strategy and decision-making. Pete himself has erased the boundaries between marketing, sales, and customer success, treating them as interconnected rather than siloed functions. He emphasizes collaboration across departments to enhance customer satisfaction and loyalty, ensuring that every part of the business contributes to the organization's success.

Pete’s dedication to coaching and his integrated approach to business operations make him a respected and influential figure. His ability to transparently share strategic insights has positioned him as a leader who not only drives growth but also fosters a culture of continuous learning and improvement.

Daniel Murray challenges marketers to rethink their strategies by focusing on innovative approaches that meet customers at every stage of their journey. Through his content—newsletters, podcasts, and more—Murray delves into cutting-edge strategies designed to bridge the gap between marketing and sales. He advocates for a collaborative approach that enhances the entire customer experience, ensuring that both departments work together seamlessly.

What sets Murray apart is his commitment to featuring diverse business leaders across various roles in his content. By inviting these leaders to share their insights, he provides a comprehensive view of the collective impact that is possible. This inclusive strategy not only enriches the content but also offers practical, multifaceted solutions that businesses can implement.

Murray’s work is a testament to the power of collaboration and continuous innovation in marketing. His dedication to exploring and sharing new ideas helps marketers stay ahead of the curve.

Steph Reck, the fractional CRO at Japhy.ai, exemplifies a sales leader who thinks beyond transactions. Her mindset transcends traditional sales tactics, emphasizing mutually beneficial engagements that ensure the value exchange between the company and the customer is bidirectional and recurring.

At Japhy.ai, Steph has integrated her sales expertise with a cross-functional approach, understanding that collaboration across departments is crucial for driving revenue. Her strategies are designed to enhance customer satisfaction and loyalty by making every interaction meaningful and impactful.

Steph’s dedication to creating sustainable, trust-based relationships sets her apart as a leader who understands the broader impact of sales on the entire business ecosystem.

Amazon Web Services (AWS) embodies Amazon’s relentless drive to be the most customer-centric company on Earth. AWS isn’t just about cloud computing; it’s about transforming the way businesses engage with their customers. By integrating advanced AI services into their platform, AWS allows companies to create personalized, dynamic interactions that enhance the customer experience across all touchpoints.

AWS’s AI-driven solutions enable deeper customer understanding and seamless interactions across various platforms. This level of sophistication ensures that companies can meet and exceed customer expectations. The flexibility and cost-efficiency of AWS’s services mean that businesses of all sizes can leverage world-class technology to enhance their customer experiences. It’s no wonder AWS is hailed as a trailblazer, constantly pushing the boundaries of what’s possible in customer engagement and lifecycle management.

Mindy Salls-Blackstock is a visionary leader who redefines customer relationships by thinking beyond transactions. Her approach is built on trust, credibility, and a commitment to mutually beneficial engagements wherein value exchange is both bidirectional and recurring.

Mindy's strategies are centered around creating genuine connections that lead to long-term loyalty and satisfaction. By prioritizing these principles, Mindy drives retention, expansion, and overall business success. Her ability to deeply understand customer needs sets her apart in what she achieves for her customers and her company.

Mindy’s dedication to fostering deep, lasting relationships with customers elevates the traditional customer lifecycle into a journey of continuous engagement and mutual growth.

HubSpot has revolutionized the way businesses approach the customer lifecycle by creating solutions that are as practical as they are powerful. The company’s customer-centric ethos is evident in every aspect of its platform, which is designed to seamlessly guide prospects through the stages of reach, acquisition, conversion, retention, and loyalty. By listening intently to its customers and community instead of simply chasing the latest trends, HubSpot has crafted tools that are not only scalable but also tailored to meet businesses’ real needs.

HubSpot’s strength lies in its ability to simplify complex processes. Its marketing, sales, and service software is intuitive and user-friendly, empowering companies to focus on building meaningful relationships rather than getting bogged down by technical challenges. This dedication to creating user-friendly solutions has earned HubSpot a loyal following because businesses recognize the tangible impact on their growth and customer satisfaction. It’s this blend of innovation and empathy that makes HubSpot a standout leader in customer lifecycle management, continually setting the bar for how technology can enhance connection, not get in the way of it.

Megan Miedema, Director of Commercial Customer Success at G2, has made a career of turning roadblocks into possibilities. She understands the value of relationships in customer experience, and she meticulously crafts each phase of the full customer lifecycle to ensure customers receive high-quality care from purchase through implementation and long beyond their first renewal cycle.

Megan excels at integrating technology to create scalable processes that maintain personalized, one-on-one interactions. Review sites such as G2 play a pivotal role in how digital products are purchased, and Megan helps customers make their best impression on the platform.  

Megan’s passion for planning and her flexibility and fortitude in delivering customer success set a high standard that creates loyal advocates and achieves results that can only come from delighted customers.

Bhusha Mehta, VP of Customer success at Apollo.io, has made a career—and a name for herself—out of transforming the customer lifecycle. With more than 20 years at top SaaS companies including Twilio Segment, Docusign, Slack, and Salesforce, Bhusha excels in building high-impact teams that consistently turn out exceptional results for their customers.

Embodying her improv training at the Second City theater company, where the rule is to always say “yes,” Bhusha embraces challenges enthusiastically, turning potential obstacles into opportunities for growth. This mindset drives her to create seamless, trusted customer experiences that unlock business outcomes and maximize value.

At Apollo.io, Bhusha develops innovative and practical retention and expansion strategies. Bhusha’s unique blend of creativity and strategic insight makes her a standout leader in customer success, inspiring both her team and the customers they serve.

For more than 70 years, FBC has been a trusted partner for farmers, truckers, and tradespeople, helping them navigate financial complexities. FBC’s customer experience is about building long-term relationships. The organization's proactive approach to member retention is impressive. It uses advanced tools to gauge client sentiment and loyalty, tailoring services to meet evolving needs. FBC’s chatbot is a quick connection between members and specialists, providing efficient, personalized support.

Just as its clients build their businesses with a legacy in mind, FBC knows its legacy will be determined by its ability to give its clients what they need so they can focus on what they do best.

Andrew Stapleton, formerly the VP of Customer Success at G2, leaves an impression on customers because of his exceptional listening skills. Known for his guiding presence in buying scenarios, Andrew makes customers feel supported rather than sold to. He improves the customer journey by focusing on solving for the customer and seamlessly managing back-end complexities.

At G2, Andrew led a team dedicated to enhancing customer experiences through personalized support and proactive engagement. His efforts have driven G2’s success in becoming an industry-leading example of how to leverage user feedback to refine processes and improve satisfaction.

Andrew’s ability to really listen to and act on customer insights exemplifies how sales and customer success can work hand in hand to drive growth and loyalty. His approach highlights the importance of empathy and strategic thinking in creating meaningful and lasting customer relationships.

With Qtrac, Yoni Lavi is transforming how businesses manage customer interactions and virtual wait times. In every industry he and his team have impacted—including retail, healthcare, and hospitality—his vision remains clear: to put people first and technology second, ensuring that every customer interaction is smooth and efficient.

Qtrac’s people-first philosophy is evident in its design and implementation, enhancing the customer journey by focusing on the human element of queuing. Yoni’s commitment to this principle has not only improved customer service but also driven significant revenue growth for Qtrac. By prioritizing the customer experience, he ensures that businesses can better serve their clients, resulting in higher satisfaction and loyalty.

Yoni Lavi’s leadership and innovative vision make Qtrac a leader in customer journey technology. His dedication to creating seamless and enjoyable customer experiences sets a high bar in the industry.

Blake Morgan, known as “The Queen of CX,” has been a driving force in defining and elevating the field of customer experience. She describes her work as living at the intersection of technology, communication, relationships, and people.

Blake recognized early on that customer experience was more than just customer service, marketing, and sales; it was about creating compelling experiences around products that make customers feel great. During the COVID-19 lockdown, Blake observed how companies had to quickly adapt to provide great digital customer experiences, emphasizing the need to meet customers wherever they are.

Blake’s work focuses on making customers feel valued, fostering loyalty, and ensuring repeat business.

Pierre Martin, president of ProKontrol, is relentlessly dedicated to customer service and technical HVAC expertise. That dedication has been rewarded by the company becoming the preferred option among all its competitors. Under Martin’s leadership, ProKontrol has become more than just a supplier; it’s a trusted partner that adapts to each client’s unique needs, ensuring they can better—and more profitably—serve their own customers.

Martin’s philosophy is simple yet profound: Every interaction with ProKontrol should enhance the customer experience. This passion for excellence has made ProKontrol a cornerstone in the industry, proving that deep knowledge and expertise lead to lasting business relationships and success.

Melanie Perkins, founder of Canva, has revolutionized graphic design by making it accessible to everyone. Since starting Canva at the young age of 19, Melanie has charted a groundbreaking course for product-led growth with a user-friendly platform. Her commitment to user value has driven Canva’s immense success.

The company’s freemium business model has attracted millions of users who drive the company’s growth flywheel through continuous customer engagement. Canva has continuously evolved its products and services, creating a seamless, closed-loop customer lifecycle within the Canva ecosystem—from design to print to social media.

Melanie’s vision of democratizing design has opened new avenues for individuals and businesses to visually express their ideas. Her leadership and dedication to the company's user base prove that a focus on user experience can lead to significant revenue growth and industry disruption.

Carilu Dietrich is a master at guiding executives through the turbulence of hypergrowth. She has an ability to see patterns and operationalize the chaos of scaling businesses, making her an indispensable contributor to leadership teams navigating rapid transitions.

Carilu’s expertise spans product-led growth and enterprise sales, enabling her to cater to diverse audiences and grow companies from single-product ventures into multi-product powerhouses. Her comprehensive approach ensures every aspect of the business is optimized for success.

What sets Carilu apart is her ability to distill hard-earned lessons from her view across multiple companies. She turns that perspective into actionable frameworks and successful playbooks anyone can implement to unlock and sustain hypergrowth.

Jill Rowley sets trends and redefines sales through connection and innovation. From being the top salesperson at Eloqua to leading the social selling movement, Jill understands that true sales success comes from building meaningful relationships. Her influence has earned her titles such as “the mother of marketing automation” and “the savant of social selling.”

Jill’s approach is all about reimagining how to best serve customers, moving away from traditional methods that automate interruptions and overwhelm buyers. Instead, she has become a vocal champion of "Nearbound," a go-to-market strategy that builds trusted partnerships to surround and engage buyers. This strategy emphasizes vendors and their partners working together to deliver value to customers.

With more than two decades of B2B SaaS experience, Jill continues to innovate, experiment, and connect, helping businesses reexamine how they serve their customers and soar to new heights.

Carrie Buchanan, chief experience officer at Popmenu, has built a post-sales program that demonstrates how to integrate all functions into a seamless customer experience. She doesn’t see limitations when it comes to improving customer success and how it impacts a business. Constantly learning and pushing technology to its limits, Carrie and her colleagues are dedicated to developing customer strategies that drive their business to new heights.

Carrie’s innovative approach and relentless pursuit of excellence have led her strategies to become some of the best examples out there of cross-functional collaboration and efficient scale. Her ability to blend technology with a deep understanding of customer needs drives growth at every level, including retention, expansion, and new business.

Carrie’s commitment to creating world-class experiences ensures that Popmenu’s customer success strategies are always evolving. By helping foster a culture of continuous improvement, she has radically shifted how the business adds value in every interaction of the customer lifecycle.

Saffie Farris, the visionary cofounder behind CloudRadial, orchestrates a seamless journey for businesses navigating the complex landscape of customer engagement. With a keen focus on the full lifecycle, from initial contact to ongoing support, Saffie and her team craft tailored strategies that transcend traditional functional boundaries. Under her guidance, CloudRadial not only excels in sales and marketing but also champions customer success with unparalleled dedication.

Saffie’s innovative approach ensures that every interaction leaves a lasting impression on the customer. By integrating marketing, sales, and customer service, she has created a cohesive experience that drives growth and retention. Her leadership fosters a culture of continuous improvement and customer-centricity, making CloudRadial a standout in its industry.

Saffie Farris’s ability to navigate the complexities of customer engagement demonstrates how a holistic approach to the customer lifecycle can lead to outstanding business outcomes and long-term customer loyalty.

Nir Eyal’s work in behavior design and habit formation challenges conventional marketing strategies. His insights into understanding customer patterns and habits have enabled marketers to enhance the customer experience and deliver greater value. The idea of habit formation, when viewed through the wrong lens, can be perceived as manipulation. But those familiar with Nir's work understand his true intent: to improve lives through better product design.

Nir’s principles help marketers identify and eliminate friction points, uncovering new ways to serve customers more effectively. By focusing on genuine customer engagement and creating positive habits that reinforce users’ goals, his methods foster deeper connections between businesses and their customers. This approach is the epitome of customer-centric thinking because it prioritizes the needs and behaviors of the user above all else.

Through his books and teachings, Nir Eyal empowers businesses to be intentional about making their strategies and products effective and beneficial for their customers.

Catie Ivey, CRO at Walnut, has made it her mission to empower the next generation of sellers and sales leaders. With a career driven by a passion for B2B sales, Catie has a track record of shaping reps into trusted advisors who create value throughout the sales process and beyond.

Catie’s commitment to leadership extends to her support for front-line sales leaders. She recognizes them as crucial determinants of a company’s success and advocates for investing in their development to ensure they can lead effectively and support their teams.

A staunch advocate for women in leadership, Catie emphasizes the importance of diversity in driving healthier and more successful organizations. She believes that empowered people empower others and that connected, engaged teams are unstoppable. Catie’s dedication to creating great cultures and fostering personal growth among sellers helps to ensure that businesses’ revenue functions generate value across the entire customer lifecycle.  

Kyle Coleman’s formula for growth is deeply personal, and it has served both the businesses he has worked for and his own rapid career progression from SDR to CMO. His strategy is rooted in educating prospects on the unfamiliar, boosting their confidence, and transforming them into willing buyers. Kyle’s powerful and effective approach combines ambition, confidence, and self-competitiveness with humility, empathy, and a commitment to supporting others.

Kyle’s formula for success includes standing out, conducting thorough research, using intelligence, and leveraging all available channels. His leadership drives significant advancements in customer engagement and lifecycle management, fostering a culture of learning and confidence.

By inspiring and educating both his team and his customers, Kyle ensures that every interaction adds value. His dedication to enhancing the customer experience and supporting his colleagues makes him a respected and influential figure in marketing. Kyle Coleman’s approach not only benefits the businesses he leads but also creates lasting positive impacts for the customers they serve.

Dharmesh Shah cofounded HubSpot with a vision for holistic customer-centricity. He has brought that vision to life, cementing his original ideals into a solid foundation on which the platform continues to grow. His approach has ensured that the customer’s needs are always front and center, driving innovations that have made HubSpot an essential tool for businesses everywhere.

This dedication to the customer experience isn’t limited to his work at HubSpot. In every project he takes on, whether it’s adding a major platform feature or exploring a personal coding project, Dharmesh pays careful attention to what users truly need. This passion for creating meaningful experiences has earned him a loyal following and set a high standard for others to meet.

Dharmesh’s ability to see things from the customer’s perspective has had a lasting impact on HubSpot and the wider tech community. His work is a testament to the power of putting people first, proving that technology can and should improve our lives in thoughtful and meaningful ways.

Gong has redefined the art of listening in the business world. As a pioneer of conversation intelligence, Gong enables companies to harness the power of AI to transform customer interactions into actionable insights. This platform doesn’t just help businesses grow; it fundamentally changes how they operate by ensuring that all team members are aligned and moving toward a common goal. The magic of Gong lies in its ability to provide real-time feedback and coaching opportunities, ensuring that every conversation becomes an opportunity for improvement.

For individuals, Gong offers a deeply personal impact. Sales professionals can listen to their interactions, learn from their mistakes, and refine their techniques, ultimately changing the trajectory of their careers. Gong functions as an attentive mentor, always there to guide and support.

Jeanne Bliss is a transformative force in customer experience, renowned for helping companies achieve customer-driven growth. As a five-time chief customer officer for major U.S. corporations including Lands’ End and Mazda, Jeanne has developed leadership practices that elevate businesses by aligning their values with their operations. Her five competencies for customer-driven growth set the standard for excellence in customer experience and are modeled every day around the world.

Jeanne’s philosophy is that the most beloved companies are rooted in trust, belief, and humanity. She emphasizes the importance of aligning business practices with these values to become an integral part of customers’ lives. With her experiences and knowledge, she has created the blueprint for professionals seeking to elevate their companies and foster meaningful customer relationships through sustainable, trust-based growth.

LTK, originally known as LIKEtoKNOW.it, has mastered the art of creating influence. Founded on the principle of enhancing the user journey, LTK has consistently updated its platform based on market changes and customer feedback. This commitment to community-building, data-driven marketing, and robust customer support ensures that every interaction is meaningful and contributes to businesses’ long-term success.

LTK’s influence extends beyond its technology; it has built a vibrant community where influencers can thrive and brands can find authentic voices to promote their products. By constantly updating its platform based on market trends and customer feedback, LTK ensures that its users stay ahead of the curve at each phase of the customer lifecycle. The platform’s ability to leverage data-driven insights allows influencers to create content that resonates deeply with their followers, driving engagement and conversions. For brands, this means access to a powerful marketing channel that delivers real, measurable results. LTK’s focus on creating a cohesive and engaging customer experience has not only fostered loyalty but also significantly increased the lifetime value of its users, making it a standout in the digital marketing world.

Jon Dick, Senior Vice President of Customer Success at HubSpot, brings the analytical mind of a physicist and the creative flair of an improv actor together in the full customer lifecycle. Both points of view have served him well when making an impact at organizations like Klout, Trunk Club, and now HubSpot.

Previously leading HubSpot’s flywheel marketing team, Jon has had a hand in transforming every phase of the company's customer lifecycle strategy. From scaling freemium models to pioneering automation and AI and now leading the customer success team responsible for ensuring customers actually grow better with HubSpot, Jon's work is about driving customer-centricity forward.

Jon's commitment to building great brands, getting the best out of technology, and aligning teams to achieve their objectives is evident in every aspect of his work. Whether you're in marketing, sales, or customer success, we're all better because of the example Jon leads by.

IC Realtime has redefined the customer journey in the security technology industry with an approach that blends cutting-edge innovation with meticulous customer care. Known for its advanced security solutions, IC Realtime ensures every interaction—from the first contact to ongoing support—is seamless and impactful.

What truly sets IC Realtime apart is its dedication to dealer success. By providing a structured onboarding process, complete with personalized messages from the CEO and a comprehensive dealer portal, the company equips its partners to excel. This support doesn’t stop at onboarding; IC Realtime continues to walk alongside its dealers, offering tailored assistance and custom-designed solutions that meet specific needs. This means that dealers have not only the tools but also the confidence they need for the entire ecosystem to thrive.

Databox has redefined the customer lifecycle in the realm of data analytics. Known for a hands-on, personalized approach, Databox ensures that every client feels valued and supported. The company’s support team, ready to hop on calls and troubleshoot issues, transforms the post-sale experience, turning it into a journey of continuous improvement and growth. This dedication not only helps businesses maximize the platform’s potential but also fosters a deep sense of loyalty and trust.

The real magic of Databox lies in its ability to make data accessible and actionable. Its commitment to ensuring that clients can fully leverage the platform’s capabilities to maximize their success is evident in every interaction. It’s this relentless dedication to helping businesses optimize their performance that sets Databox apart. Databox doesn’t just provide a service; it empowers companies to turn data into powerful business decisions, which puts any company interested in continuous improvement on the right track.

Max Cohen, chief evangelist at hapily, is a dynamic force in the HubSpot ecosystem, which makes him a voice to pay attention to when it comes to managing your customer lifecycle. In his 7.5 years at HubSpot, Max helped countless customers seamlessly integrate marketing and sales tools to kick-start their inbound efforts. His blend of technical expertise and inbound marketing acumen helped new HubSpot users maximize the platform’s potential from day one.

At hapily, Max continues to empower HubSpot customers and partners by developing innovative apps within the HubSpot app ecosystem. His commitment to helping others do more with HubSpot exemplifies his dedication to customer success and growth.

Max’s influence extends well beyond one-off implementation efforts. His popular short-form videos on TikTok and other social media platforms extend knowledge to his followers in engaging and accessible ways. Whether as a solutions engineer or a social media guru, Max freely shares his superpowers so that anyone can develop the technical prowess to create a remarkable customer experience.

Yvon Chouinard, founder of Patagonia, has seamlessly integrated environmental responsibility with business success, an approach that has turned customers into loyal advocates. His journey began with crafting climbing gear to minimize environmental damage, which laid the foundation for Patagonia’s commitment to sustainability. Under his leadership, Patagonia has made bold moves such as pledging 1 percent of sales to environmental causes, switching to organic cotton, and ensuring product longevity. These initiatives have earned them deep loyalty from buyers who want to know their purchases support a company dedicated to the planet.

Yvon’s decision to donate Patagonia’s ownership to fight climate change exemplifies his dedication to long-term environmental stewardship, resonating deeply with customers who value sustainability. Chouinard’s innovative approach proves that doing the right thing can enhance customer engagement, retention, and advocacy.

Suzanne Nagel is a visionary marketer and brand strategist with a knack for developing early-stage businesses into trusted brands. She has a proven ability to construct powerful customer acquisition engines. Her passion for deeply understanding customers and creating emotional connections has driven her success.

At the heart of Suzanne’s strategy is an unwavering commitment to optimizing marketing systems. She excels at experimenting, measuring, and scaling the right mix of tactics to achieve remarkable results. Her creativity, combined with strong management and leadership skills, enables her to bring innovative solutions to life.

Her dedication to enhancing the customer experience and building genuine brand loyalty makes Suzanne Nagel a standout leader in customer lifecycle management. Her work today in senior living solutions exemplifies her impact. By attracting audiences with insightful content about aging and matching them with the best living options, she ensures that every prospective resident finds the right place to call home. 

Susan Wojcicki transformed YouTube during her tenure as CEO to make it far more than just a video app. Her innovative approach has left a lasting impact on the digital landscape.

Susan's focus on expanding content offerings and improving usability across platforms helped ensure that users could engage seamlessly from any device. These changes generated huge improvements in the user experience—and her ability to impact revenue is just as noteworthy. Her monetization strategies have enabled creators to thrive and share in the platform’s success.

By prioritizing user experience and fostering a diverse creator community, Susan ensured that YouTube remains a dynamic and inclusive platform that serves individuals and businesses wherever they want to access content.

Rita Cidre is a marketing guru dedicated to “demystifying marketing” for anyone eager to tackle it. With a knack for storytelling, Rita excels at creating genuine connections through compelling narratives for every audience. Her diverse interests are grounded in a curiosity that helps her understand people and systems, ensuring they work hand in hand when driving the customer experience.

Rita’s approach to marketing is guided by her values, which include always doing cool stuff and spending time creating and not consuming. Above all, Rita makes the complex job of navigating the customer lifecycle feel fun. Her innovative approach and dedication to storytelling help ensure that every marketing effort is both impactful and memorable.

Fred Reichheld, the creator of the Net Promoter Score (NPS), has shaped how companies think about the relationship between value and loyalty throughout the entire customer lifecycle. His approach has provided businesses with a simple yet powerful metric to gauge customer affinity and identify areas for improvement.

Fred’s system transforms customer feedback into actionable insights, allowing companies to prioritize customer-centric strategies. By linking customer loyalty directly to business performance, Fred has helped organizations understand the profound impact of happy customers on long-term success. His work emphasizes the importance of continuous engagement and value delivery in fostering deeper relationships between companies and their customers. Fred has played a role in ensuring the voice of the customer remains at the forefront of business decisions.

Steve Jobs and Jony Ive are often credited with shaping Apple’s identity, but it is Tim Cook who has fortified Apple’s customer lifecycle management. Under Cook’s leadership, Apple has made significant strides in the B2B market, notably through strategic enterprise partnerships with IBM, Cisco, and SAP. These collaborations have integrated Apple devices into corporate ecosystems, enhancing employee productivity and IT management capabilities.

Tim Cook’s focus on disciplined execution ensures that Apple consistently delivers high-quality products and services. His approach has not only delivered comprehensive, end-to-end business solutions but has also fostered Apple's ability to maintain long-term customer relationships.

Tim’s strategy ensures that once customers enter the Apple ecosystem, they remain engaged through unparalleled interconnectivity. With his relentless focus on brand consistency and product delivery, he has played a key role in building Apple’s reputation for excellence in both consumer and business markets.

Kyle Jepson has created a personal brand out of demonstrating not just what is possible with the HubSpot platform but also how to make it happen. Through his engaging video content and insightful webinar sessions, Kyle helps users maximize their investment in the platform by understanding how to solve challenges, drive usage, and maintain a positive attitude in the process.

Kyle’s ability to unlock new value for HubSpot users is unparalleled. He breaks down complex features and strategies into accessible, actionable advice, making it easier for businesses to harness the full potential of the platform. His dedication to educating and inspiring users has created a community of enthusiastic HubSpot advocates who are eager to explore all the possibilities the technology offers.

By continuously sharing his knowledge and passion, Kyle Jepson not only helps users get the most out of HubSpot but also builds a sense of excitement and positivity around the platform—something rare in the tech industry. His contributions significantly enhance the user experience and drive HubSpot’s customers’ success.

Toast has revolutionized the restaurant industry by ensuring its technology and services are deeply rooted in empathy and understanding. With a team composed of individuals who have “walked in the shoes” of restaurant staff members, Toast brings a unique perspective to customer support, ensuring that clients receive practical, tailored solutions. This approach resonates strongly with restaurant owners and staff members, who appreciate the genuine understanding of their unique challenges.

The platform’s ability to streamline operations, from menu management to online ordering, addresses critical pain points that restaurants face daily. What truly makes Toast stand out is its unwavering focus on the customer experience. The company’s customer-obsessed culture ensures that every restaurant, whether dealing with a late-night rush or peak takeout hours, receives top-notch support. This dedication to excellence is evident in the way Toast handles every customer request, ensuring customers always walk away with a smile. By transforming how restaurants operate and engage with their customers, Toast has become an indispensable partner in the industry, driving efficiency and enhancing customer satisfaction in every transaction.

Yext is redefining how businesses manage their online presence by helping them maintain a consistent and reliable digital footprint. Its platform is more than just a tool; it's a time-saver that is as simple as it is effective. Yext helps organizations avoid headaches by reassuring them that their information is accurate everywhere.

Yext’s ability to consolidate listings and eliminate duplicates means businesses can focus more on their customers and less on administrative tasks. This streamlined approach not only saves time but also enhances customer trust and engagement. What makes Yext truly stand out is its simplicity and effectiveness. Businesses can update information, add photos, and connect accounts without hassle. This efficiency allows them to focus on what they do best while trusting Yext to keep their digital presence sharp. Yext’s dedication to improving online visibility and customer engagement makes it an indispensable partner in the digital age.

Foliot Furniture has redefined the customer experience in the furniture industry. Working with Foliot is as comfortable and reassuring as sitting in your favorite chair. From the moment of first contact to long after purchase, Foliot ensures every interaction is smooth and satisfying. Its commitment to quality and service is unmatched, making every customer feel valued and cared for.

What truly sets Foliot apart is its dedication to ongoing support. Foliot doesn’t just sell furniture; it provides comprehensive assistance, including installation support and parts replacement, to ensure long-term satisfaction. This level of service turns every customer into a loyal advocate. Foliot’s approach is all about making sure you’re not just a customer for a day but a customer for life. An unwavering focus on comfort and care transforms the furniture-buying experience into something truly exceptional.

Rand Fishkin is a visionary in the digital marketing world. Known for his iconic Whiteboard Friday sessions as founder at Moz, Rand has made complex SEO concepts accessible and actionable for countless businesses. His transparent and candid approach has earned him a reputation for authenticity and trustworthiness in an industry often criticized for its opacity.

At SparkToro, Rand continues to innovate, providing tools that help marketers understand their audiences with unprecedented clarity. His work is guided by a core belief in the principles of search: to be found, to be helpful, and to earn attention ethically. This philosophy ensures that customer engagement is genuine and effective.

Rand’s influence extends beyond his technical expertise. He and his team at SparkToro advocate for “chill work,” promoting a balance between passionate work and personal well-being. This holistic approach not only enhances productivity but also fosters a healthy work environment. Rand Fishkin’s commitment to ethical marketing and his innovative contributions to audience intelligence make a lasting impact on the customer that pays dividends in the form of mutually beneficial interactions.

Dan Tyre, the sixth employee at HubSpot, is renowned for his unending enthusiasm and personal commitment to doing good in the world. Through his advocacy for inbound marketing and sales, Dan has helped countless businesses thrive. His mission to create positive change is evident in his support for startups and his uplifting influence on people and communities.

Dan’s ability to convince skeptics of the importance of aligning revenue functions is legendary. His infectious passion and helpful nature have made him a pivotal figure in the industry. Founders across states and industries frequently cite Dan as their most impactful advisor and someone they turn to when faced with their biggest challenges. His influence is not just widespread but also deeply felt.

Dan Tyre’s dedication to being helpful, his strategic insight, and his relentless drive to support others have made him an inspiring and transformative leader in the business world. His impact resonates through the countless success stories of those he has mentored and supported.

Christian Goffi, VP of Americas channel at Nutanix, is described by colleagues as a “leader of leaders.” His focus is bringing people together in partnership to deliver exceptional value for customers.

Colleagues consistently commend Christian for his ability to invest in individuals’ strengths, fostering a culture of professional growth and high performance. In turn, those high performers understand their roles and contributions to the customer lifecycle. His “let’s make this work” attitude and data-driven approach transform challenges into opportunities for incremental growth.

By leveraging partnerships and aligning cross-functional efforts, Christian ensures that programs deliver maximum value to customers. His intelligence, positive attitude, and ability to inspire others make him an invaluable asset in driving organizational excellence.

Nick Mehta is synonymous with customer success, having infused the category with a human-first approach over the last decade. As CEO of Gainsight, Nick has spearheaded the initiative to put the customer at the center of business strategy. His leadership has been defined by three core principles: awakening the human element in daily routines, celebrating the humanity of teammates, and leading with vulnerability to create a positive, inclusive culture.

Under Nick's leadership, Gainsight has transformed how B2B companies engage with their customers, making it clear that customer acquisition is just the tip of the iceberg when it comes to delivering valuable customer outcomes that skyrocket customer lifetime value.

Nick’s dedication to human-first leadership and customer strategies drives growth through retention, expansion, and loyalty. His ability to blend technology with a deep understanding of human relationships increasingly raises the bar for customer success, and he is at the forefront of thought leadership around what it takes for businesses to stay resilient through market changes.

Sam Jacobs, founder of Pavilion, is a trailblazer in redefining business success through kindness and reciprocity. His business philosophies, highlighted in his book Kind Folks Finish First: The Considerate Path to Success in Business and Life, challenge traditional ruthless approaches to business. Sam demonstrates that success can be achieved by aligning personal and professional lives, leveraging reciprocity, and unlocking one’s highest potential.

Sam’s journey with Pavilion is rooted in his belief in the greatness within each individual. Pavilion was created to help members, employees, and stakeholders realize their potential through a supportive and growth-oriented education and community. By building a network of empathetic, value-driven, and skilled leaders, he has demonstrated how personal growth and business success go hand in hand.

Sam's work instills customer-centricity into more individuals and functions within businesses, ensuring that organizations practice genuine customer-centric strategies instead of just claiming to.

When Jeetu Maharani was at HubSpot, his dedication to the customer lifecycle was evident in every action. Jeetu’s unique approach involved focusing not just on the customer experience but also on how his employees interacted with and supported the lifecycle. His passion for his team translated into a core belief that prioritizing the customer would lead to better outcomes for everyone involved.

Jeetu’s leadership style emphasizes that a customer-first mindset naturally creates a positive and productive environment for employees. This philosophy fosters a culture in which customers’ success and satisfaction are paramount, ultimately leading to enhanced performance and morale within his team. Jeetu’s holistic approach to customer and employee experience sets a high standard, demonstrating that when the customer thrives, so do the business and its people.

Jeetu Maharani’s ability to intertwine the customer lifecycle with employee experience made a significant impact at HubSpot, highlighting the importance of putting people at the center of business strategy and operations.

Ashvin Vaidyanathan, VP of Customer Success and Services at LinkedIn, has a holistic approach that encompasses the entire customer journey, from the first touch on the website through top-of-funnel interactions to post-sales engagements. As co-author of the Customer Success Professional’s Handbook, Ashvin’s influence extends beyond the thought leadership you’d expect from an executive. He’s effective because he emphasizes practical, day-to-day execution that brings value to customers.

Ashvin’s career showcases his excellence in customer success, but what truly sets him apart is his ability to bring out the best in his teams. By empowering his colleagues, Ashvin ensures that they, in turn, deliver maximum value to their customers. His blend of strategic vision and hands-on leadership has driven outstanding business results and empowered high-performing teams that prioritize customer success at every stage of the customer lifecycle.

Tobias “Tobi” Lütke, CEO of Shopify, has transformed the e-commerce landscape by empowering businesses of all sizes. Tobi's evolution from a tech enthusiast to a visionary leader is marked by continuous experimentation and a clear vision for Shopify’s future: to make e-commerce accessible and efficient, enabling entrepreneurs to succeed on their terms.

Tobi has developed Shopify into a supportive ecosystem that helps businesses thrive. He encourages perpetual innovation on Shopify, but his approach to growth remains rooted in an unwavering commitment to keeping the platform user-friendly.

Meghan Keaney Anderson is a marketing powerhouse who transforms every company she touches. Meghan currently spearheads product marketing and communications at Watershed, a sustainability platform committed to reducing major brands’ climate impacts. Tackling climate change may seem daunting to some, but Meghan’s achievements at both HubSpot and Jasper indicate she is up to the task.

At Jasper, Meghan’s proactive approach set a new standard for customer engagement. Her leadership was instrumental in Jasper’s pivot to an enterprise-serving AI platform. Similarly, at HubSpot, Meghan played a crucial role in transforming the startup into a publicly traded global leader over a decade.

Meghan’s approach is to help customers become more confident in their own expertise, and every customer base she engages with benefits from her strategic vision and hands-on leadership. Meghan’s blend of professional excellence and social commitment makes her an influential figure who works to make sure that customer-centricity reverberates through every organization she joins.