Retain. Expand. Repeat.
How Startups Can Build Customer Success That Drives Growth
Most startups treat Customer Success as a support function. It isn't. When built correctly, CS owns retention, drives expansion, and compounds revenue from existing accounts. This session unpacks what that actually looks like in practice.
Don't miss Episode 02
Tuesday, July 1 at 3:00 PM Cairo Time. 30 minutes on building Customer Success that retains, expands, and compounds revenue.
- Live session with Q&A
- Practical frameworks for startup CS
- No product pitch, no fluff
- Seats are limited. Register now to secure your place
Four takeaways you can act on immediately
CS vs Support: The Real Difference
Understand why Customer Success and Support are two distinct disciplines, and why confusing them is one of the most expensive mistakes a growing company can make.
The Customer Lifecycle That Actually Matters
From onboarding through renewal, learn where most companies lose value and what a proactive CS motion looks like at each stage.
The Three Metrics to Track Before Anything Else
Churn rate, Net Revenue Retention, and time-to-value. What they mean, how to measure them, and why everything else is secondary until these are healthy.
Building CS Before You Have a Team
How founders and early CS hires can own the function from day one, what to document before scaling, and when to make your first dedicated hire.
As a Customer Success veteran, Hams has built a reputation for transforming CS organizations into measurable revenue drivers. As Director of Customer Success at CEQUENS, she leads the global CS function, setting strategy, managing team performance, and overseeing the full customer lifecycle from onboarding through renewal. She works cross-functionally with sales, marketing, and product to ensure customer outcomes align with broader business goals, while building the kind of deep client relationships that drive retention and expansion.
Hams's career spans high-growth SaaS and CPaaS environments where she has consistently delivered outsized results. At Incorta, she served as Associate Director of Customer Success for EMEA and APAC, managing a broad international portfolio. Earlier, as Head of Customer Success at ITWORX Education, she spent over seven years building and scaling CS capabilities in the EdTech space. Across these roles, she has reduced churn from 25% to 5% and driven Net Revenue Retention to 135%.
Hams holds a Certified Customer Success Manager (CCSM) Level 1, 2, and 4 certification from SuccessHACKER, is PMP certified, and holds a B.Sc. in Computer Science from Ain Shams University.
This isn't a webinar.
It's a working session.
Real Numbers
Hear from a CS leader who has taken churn from 25% to 5% and NRR to 135% in high-growth environments.
Startup-Relevant
Designed for founders and CS leaders who are building the function, not inheriting a mature one.
No Pitch
A direct, experience-led conversation. Not a product session.
AI in CS
Where automation genuinely helps across the lifecycle, and where it makes things worse.
30 Minutes
Dense, practical, and focused.
The Connectors
This is not your typical webinar series. It's where the real work gets unpacked, featuring the people behind actual results at CEQUENS. Not theory. What actually happens when you build something that works.