E8: Building a World-Class Customer Success Org with Daniel Farkas (VP Global Renewals & CS, Box)

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Heresy

Dimitar Stanimiroff

23 episodes

1 week ago

Thinkers. Builders. Rebels. Big ideas from the edge of tech and beyond. Hosted by Dimitar Stanimiroff, Heresy started with a simple goal: learn from the sharpest minds in SaaS GTM. It’s grown into a show that follows curiosity across domains—tech, startups, investing, science, and philosophy. Past guests include Jason Lemkin (SaaStr), Aaron Ross (Predictable Revenue), Philip Su (ex-Meta, OpenAI) and execs from Uber, Box, Twilio, and Stack Overflow. New episodes drop regularly.

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E8: Building a World-Class Customer Success Org with Daniel Farkas (VP Global Renewals & CS, Box)

Heresy

35 minutes 25 seconds

7 years ago

E8: Building a World-Class Customer Success Org with Daniel Farkas (VP Global Renewals & CS, Box)

What does it take to build a truly world-class Customer Success team?

Daniel Farkas, VP of Global Renewals and EMEA Customer Success at Box, joins Dimitar to share the blueprint—including when to invest, how to hire, and what to measure.

You’ll learn:

When to start building your CS org—and when it’s too early
What traits to hire for in high-performing CS reps
The KPIs that actually matter (beyond NRR and churn)
How to position CS as a strategic growth engine, not just a support function

Whether you’re building your first CS team or levelling up an existing one, this episode is your playbook.