Webinar #30 - March 12th, at 7:00 PM (CET) / 1:00 PM (EST)

Scaling CS in a complex, multi-product software business

Guests:

Henry Dillon, Global CSM – Geoscience at Maptek
Fred Busche, Global CSM – Mine Engineering at Maptek

Most Customer Success advice targets SaaS-first, single-product companies. Many teams work in complex, multi-product software businesses where scaling CS means formalizing strong relationships and deep expertise without losing control.

On Thursday, March 12th, join Henry Dillon and Fred Busche, Global Customer Success Managers at Maptek, for a candid look at what changes when CS scales in a technical organization, where relationship-led models hit limits, tooling becomes critical, and progress is rarely clean.

Key topics we’ll cover:

What makes Customer Success work differently in complex software businesses, where deep expertise, long-standing relationships, and multiple customer expectations shape how teams operate.
Where traditional, relationship-led CS models start to reach their limits as products, customers, and responsibilities grow.
The hidden cost of people-based knowledge, and why visibility often breaks before customer relationships do.
What to realistically expect from tooling, data, and mindset change when formalizing and scaling Customer Success.
What real progress looks like in practice, even when it’s slow, uneven, and far from perfect.

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We're excited to have you join us.

Warm wishes,
Irina Cismas - Head of Marketing

Speaker:

Henry Dillon

Global Customer Success Manager – Geoscience at Maptek

With nearly 20 years of experience as a Chartered Professional Geologist, Henry combines deep technical expertise in geological modelling and mine planning with a strong focus on customer outcomes. He works across global teams to align strategy, product adoption, and long-term customer value in a highly technical environment.

Fred Busche

Global Customer Success Manager – Mine Engineering at Maptek

With a background in Mining Engineering from the Colorado School of Mines, Fred brings over a decade of experience in mine planning, scheduling, and optimization. He has held roles spanning technical services, regional CS leadership, and product-focused customer enablement, helping teams bridge operational complexity with structured Customer Success practices.

Host:

Irina Cismas

Head of Marketing at Custify

Irina is a product-led growth marketer with more than 15 years of experience in the field, focused on GTM strategy, messaging & positioning, competitive intelligence and many more. She is passionate about building high performance teams globally, developing talent while integrating customer insights into the product development process.

Previous Webinars:

From Sales to CS: why Arek Czarnecki switched and what changed | Mastering CS: Ep 46

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