Industry Series: GovTech

Industry Series: GovTech
Led by Charlie Page, Gary Rubinstein, Patrick Nottingham, Ty Raia and Jan Young
October 29 2024

In this episode of SuccessHour, we explore the unique challenges and strategies for thriving in the GovTech industry with insights from expert panelists. Key topics include navigating government personas, adapting to frequent stakeholder changes, and overcoming fiscal year constraints that impact renewals and upsells.

If you want the slide deck and breakout room notes from this session, head on over to: https://www.thecxxchange.com/resources

About Our Guests

Charlie is an operationally obsessed professional with a demonstrated history of integrating acquisitions, driving change management, and leading strategic projects. He leveraged his experience to help scale a GovTech SaaS startup by rebuilding its Customer Success function. During this time, he integrated two acquisitions totaling $30MM+ ARR, drove double digit improvements in retention metrics, and implemented operating rhythms, forecasting methodologies, and a modern tech stack.

Follow Charlie on LinkedIn:   / charlie-page-721885a6  

Gary is a seasoned Customer Success leader with over 17 years of SaaS experience in B2B and B2C environments. He has a proven track record of embedding Customer Success functions within organizations, driving improvements in customer retention, satisfaction, and advocacy.

He has successfully led global Customer Success teams, implemented scalable strategies, and pioneered methodologies that enhance customer engagement and operational efficiency.

Follow Gary on LinkedIn:   / garyrubinstein  

Patrick has a combined 16 years in law enforcement, government, and the GovTech CX/CS space. From individual contributor to leadership in pre-seed to Series D scaling startups, Patrick has lived the hectic life of evolving the “wearing-many-hats” culture to specialized CS maturity. When not talking tech, he's off trail running, adventure racing, writing, and finding someone to play pickleball with.

Follow Patrick on LinkedIn:   / patrick-nottingham  

Ty Raia oversees Customer Success for the Americas at Nozomi Networks. He has a strong passion for both the practice and strategy of customer success, continually focusing on developing innovative approaches that drive impactful results. His commitment to this field extends beyond his day-to-day responsibilities since he also mentors new Customer Success Managers and advises companies on strategic CS initiatives.

Follow Ty on LinkedIn:   / tyraia  

Jan Young, Founder and CCO of JanYoungCX, is an award-winning Customer Success leader who has transformed CS leaders into award winning executive leaders. She has served as VP Client Services for two successfully exited startups. Since 2016, Jan has been pivotal in advising and coaching startup founders and CS leaders to grow post-sales revenue, align go-to-market strategies, and improve customer advocacy. Her holistic approach to Customer Success is rooted in a broad spectrum of roles including Project Management, Product Ownership, Marketing, Sales, and more. This diverse background empowers Jan to bring a unique, cross-disciplinary perspective to SaaS B2B tech, bridging gaps to drive customer led growth.

Follow Jan on LinkedIn:   / jan-young-cx  
Learn more about her services: JanYoungCX.com

Industry Series Sponsor

RevSetter is a cutting-edge Customer & Revenue Platform that helps you 10x efficiency and accelerate results.
For more information check out their website: RevSetter.com

About CxXchange (formerly #CSOfficeHours)

CxXchange is a place to Xelerate your career and Xchange ideas. We're a community of post-sales leaders, individual contributors, and professionals transitioning into Customer Success.

Everyone is welcome. Come join us!

About SuccessHour

SuccessHour is one of the programs of the CxXchange community and the genesis of how it all began. It serves as a weekly gathering of CS leaders, CSMs and professionals transitioning to CS who are committed to lifelong learning.

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This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

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