Do not go where the path may lead, go instead where there is no path and leave a trail.
Ralph Waldo Emerson
About Us
About CSEC
At CSEC, we focuses on fostering a high-signal environment where executives can exchange the blueprints, math, and leadership strategies required to dominate the modern SaaS landscape.
Our network offers leaders a platform to stay informed of industry developments and best practices, as well as to build relationships with their counterpart
At CSEC, we focuses on fostering a high-signal environment where executives can exchange the blueprints, math, and leadership strategies required to dominate the modern SaaS landscape.
Our network offers leaders a platform to stay informed of industry developments and best practices, as well as to build relationships with their counterparts in other organisations. We offer executives a safe space to share their knowledge and experiences, discuss emerging trends, and build lasting relationships that will benefit their organisations and the industry as a whole.
Why CSEC?
The emergence of a networking group for customer success executives in APJ and EMEA is a reflection of the growing need for such communities. Both region's cultural, economic, and regulatory environment has created specific challenges and opportunities for customer success management, which require a nuanced and localised approach.
Benefits of Joining CSEC
Benefits of Joining CSEC
The group provides an essential forum for collaboration and knowledge-sharing. Members will be better equipped to enhance the overall customer experience, drive business growth in the region and experience positive impact on their own career trajectory.
Meet The Founders
Katerina Hanna, VP Customer Success & CSES APJ Lead
Katerina is a global leader with over 25 years of experience spanning technology, financial services, business intelligence, and human capital industries. She has worked internationally across Asia, Australia, Europe, and the United States, leading large-scale transformation and customer success initiatives that drive growth, retention, customer experience and long-term customer value.
Currently the Vice President of Global Customer Experience Hub at Dayforce, Katerina has previously held senior leadership roles at Salesforce, Tableau, LinkedIn, and Cisco. Katerina co-founded the Customer Success Executive Circle in APJ and is a founding mentor at Women in Success.
Katerina’s professional background includes academic and coaching credentials. She has served as an Executive MBA Teaching Fellow at Warwick Business School (UK) and holds international certifications as a leadership coach with the ICF, CTI, LMF, BDMM - Origins and The Leadership Circle.
This unique blend of corporate, academic, and coaching experience allows her to combine strategic foresight with human-centered leadership — making her a trusted partner to executives and organizations navigating transformation and growth.
Niki Clarke-Crossman, Global Head of Account Management & CSES EMEA Lead
Niki Clarke-Crossman is a global Customer Success executive and researcher dedicated to evolving the "science" of retention. With over 15 years of experience leading post-sales and commercial strategy for SaaS icons like Datadog, Confluent, and TIBCO, Niki has navigated the high-stakes journey of scaling teams from early-stage growth to $50M+ ARR portfolios.
As the founder of ThinkSuccess.net and the architect of The Success Engine, Niki’s mission is to move Customer Success away from reactive relationship management toward a predictive, data-driven profit center. Her work is uniquely informed by her ongoing PhD research, which focuses on the "ambidexterity" of the CS role—balancing customer needs with organizational revenue goals.
Niki is a frequent voice in the global CS community, currently serving as a Guest Lecturer at the University of Kent, where she shares her "Global Playbook" and research insights with the next generation of business leaders. She also brings a strong governance perspective to the industry as the Chair of the Board of Trustees for a high-growth charity startup and as an active member of the Yale School of Management’s Women in Leadership program.