A leader in IT User Adoption, Jason loves integrating technology with people. He helps teams and organizations confidently embrace technology, regardless of their starting point. He employs accredited, proven methodologies to propel businesses to audacious success. Jason is also co-host of the podcast, “The Jasons Take On…” that advocates for bold Customer Success strategies. Learn More: www.JasonWhitehead.Me
Jean-François Bres is an experienced Customer Success Management executive with a proven record in building and leading teams to enhance client relationships and drive business growth. Currently, he serves as Director of Customer Success Management at CEGID, focusing on the accounting sector and managing over 300 accounts.
Previously, he worked as EMEA Director of Customer Success at Talend, overseeing strategic client relationships across the EMEA region and managing a global SMB Customer Success team based in India, significantly improving customer retention and growth. Earlier roles include Customer Engagement Executive at SAP Ariba and Senior Manager at Accenture BPO, where he specialized in procurement consulting, sourcing strategies, and change management.
Jean-François has a rich background across various industries, including aeronautics, automotive, energy, and the public sector. His expertise encompasses international procurement negotiations, spend management optimization, and software technology implementation.
He holds master’s degrees in International Purchasing and Management and is fluent in English, French, and proficient in German.
Hanene brings over 15 years of experience as a Global Customer Success Director in the B2B SaaS space.
Bilingual in French and English, and based between Paris and London, she is passionate about international growth and cross-cultural collaboration. She supports companies in defining their Customer Success strategies, structuring teams, and building scalable, high-impact CS organizations.
Hanene also coaches CS leaders and team members to elevate performance and drive customer outcomes. As a seasoned fractional and interim CS leader, Hanene has partnered with numerous international companies to lead transformations and accelerate maturity.
Hanene has coached and trained more than 100 CS professionals and actively supports career transitions into the CS field.
Filipe is an experienced leader who has built and scaled CS teams and departments during capital raises and M&A.
Most recently he was Global Head of Customer Success at Civica, EMEA Senior Customer Success Strategist at Culture Amp and UK Lead Customer Success Manager at Gartner.
He enjoys leading change that supercharges CSM teams by making them more efficient, effective and impactful, and ensuring businesses make a solid return on their investment in Customer Success – measured in customer retention, growth acceleration and referenceability. Outside of work he enjoys golf, hikes and spending time with family.
Sinead is a seasoned Customer Success leader with experience across both high-growth startups and enterprise environments, including SAP.
She specializes in scaling CS functions across EMEA, navigating post-acquisition complexity, and aligning cross-functional teams for
revenue impact.
With a proven track record managing portfolios from ÂŁ5M to ÂŁ178M in ARR,
Sinead brings hands-on expertise in retention, expansion, and CS operating model design.
Kellie Lucas is the author of the best-selling book, The Customer Success Pioneer, and the host of the Inspiring Future Leaders podcast. She builds Customer Success strategies as a foundation for powerful and authentic business growth.
In her free time, Kellie enjoys travelling to far-flung corners of the earth as well as giving belly rubs to her parents’ gorgeous cockerpoo!
Success Chain is the result of a collaborative effort by two co-founders who are passionate leaders in the fields of Customer Success, Leadership Development, Change Management, Digital Transformation and User Adoption.
By chance or by fate, Sue and Jason first connected when they were presenting at a Customer Success conference in London. Over a cup of coffee, which quickly turned into glasses of wine and portions of steak, they shared their passion and realized that they could offer something to the world that had never been done before.
