Throughout 2023, we at Movac will be hosting the Movac Operating Chapters.  These programs have been designed to help Kiwi companies become global leaders by exposing them to world-class functional experts and international best practice.

The four Chapters are each centered around a functional area; the Movac Engineering, Customer Success, Sales & Marketing and Execution Chapters. Each Chapter is led by a Movac Operating Partner (Kirsty Traill in this case), features globally sourced leaders, online primer sessions, deep-dive workshops, and the opportunity for peer-to-peer learning.

Come and level up with the best: we welcome ecosystem guests to all of our online sessions (registration details below). Deep dive workshops are first reserved for Movac portfolio companies.

Meet Kirsty

Kirsty Traill is a Movac Operating Partner, and has held senior customer success leadership roles in US tech companies, including VP of Client Advocacy at Yext, VP Customer at Hootsuite and Chief Customer Officer at Snapfish. She is a Senior Advisor at Sixth Street Private Equity, a NZTE Beachhead Advisor, and chairs the boards of Optimal Workshop, MenuAid, and GoGenerosity.

The line-up:

Guest Deep Dive #1: Customer Experience: How to Differentiate and Win

Agenda: Customer Experience is the key to winning and retaining customers, and expanding your share of wallet. Bring your questions to this panel conversation around how to identify where to focus your CX efforts, how to map your CX, and why it’s important. We’ll also cover how to drive customer centricity across your organization to create customer loyalty and increase expansion.

This session is open to all Kiwi customer success operators.

Lead: Kirsty Traill discusses Customer Experience with:

Melinda Gonzalez, CEO, MGCX Advisors, formerly, WeWork and Salesforce. Melinda is CEO of MGCX Advisors, a boutique consulting firm that helps companies mature customer expeirence and customer success management capabilities to drive product adoption, increase net retention, and accelerate growth in shareholder value. Melinda was previously VP of Customer Success at Pendo and WeWork, and she spent a decade at Salesforce in roles that spanned customer success, product operations and NPS/Voice of Customer as the company reached $5B in annual revenue faster than any other enterprise company at that time. With her experience as both a consultant and operational CS leader, she brings a unique point of view that benefits many companies from startup through growth stage.

Lynn Hunsaker, CCO, ClearAction Continuum, formerly Applied Materials, Sonoco, Instructor UC Berkeley & Santa Cruz Extensions. Lyn led customer experience transformation and marketing at Applied Materials and Sonoco. She served as board member of the Customer Experience Professionals Association and president of Silicon Valley American Marketing Association, taught college for 7 years, and authored 6 benchmarking studies and 3 CXM handbooks. She is 1 of 5 CustomerThink Hall of Fame authors and a CXPA Recognized Training Provider of masterclasses for C-Suites and Boards, experts, and certifications. At ClearAction Continuum, Lynn co-founded the Experience Value Exchange for marketing/CS/CX teams to influence closing the gap in what’s promised vs. delivered as a team sport (i.e. company-wide way of life).

Details: Thursday 13 April, 10am ✨Register here


Guest Deep Dive #2: Proactive Risk Management: Managing Customer Renewals to Mitigate Churn and Deliver Growth

Agenda: In the current economic climate, proactively managing risk is critical. Join this panel with Revenue Executives from Conversica and Atlas to understand how to identify risk factors in accounts, and preemptively mitigate risk and drive retention.

This session is open to all Kiwi customer success operators.

Lead: Kirsty Traill discusses Proactive Risk Management with:

Ella Dillion: Ella is the Chief Customer Officer at Conversica, a platform that supercharges go-to-market workforces to achieve revenue goals through AI powered, enterprise ready customer conversations. Prior to Conversica, Ella has held executive positions spanning Customer Success, Customer Support and Customer Experience at companies such as Outreach, Docusign and Telco giant AT&T.

Will Carter:  Will is the Chief Revenue Officer at Atlas, a platform that allows businesses to compete in a borderless world through software and solutions that enable global talent employment & management. Prior to Atlas, Will was the CRO at Litera, the leading provider of workflow, collaboration, and data management solutions for law firms and legal teams. Before Litera, Will led the Revenue Practice at K1, a private equity firm investing in high-growth software companies, where he supported the sales, marketing, and customer success teams across the K1 portfolio.

Details: Tuesday 6 June, 9am-10am, online. ✨ Register here


Customer Experience Workshop: How to Understand Your Customers and Create Experiences that Deliver Revenue

Agenda: In this workshop we will diagnose and optimize your customer experiences, based on your core persona. You will leave with an understanding of where and how you need to update your CX to deliver revenue. You’ll also learn about the process to define your Customer Experience, how to scope and prioritize inititaives to drive customer adoption, engagement and loyalty.

Lead: Kirsty Traill

Details: Wednesday 20 September 9am-noon, in person, Auckland. This workshop is first reserved for Movac portfolio companies. If you would like to attend, please get in touch to check availability.


Guest Deep Dive #3: Managing Customers: Building Relationships with Existing Clients that Lead to Retention and Expansion

Agenda: A core component of the Customer Success role is to build relationships within and across client accounts, ensuring you have connection with the right stakeholders within an account to mitigate risk and find additional opportunities. Learn from Customer Success Executives at BBTV and US Bank on how to manage this critical skill during our panel conversation.

This session is open to all Kiwi customer success operators.

Lead:  Kirsty Traill with discusses Managing Customers with:

Jaime Stein: Jaime Stein is recognized as a leader in customer success with an extensive background working in finance, professional sports and hyper-growth technology businesses. As Global Director of Enterprise Client Strategy at Hootsuite, he engaged Fortune 500 companies and large government agencies. Jaime grew the customer success function at Toronto-based startup, Taplytics, where he managed relationships with one of the largest companies in the world. He has most recently been working as Head of Customer Success at BBTV, a media-tech company, helping some of the creator economy’s top talent expand their reach and grow their revenue.

Tim Lehman: Tim has global experience building meaningful relationships in sales and customer success. He was one of the first members of Hootsuite’s APAC team, ultimately tasked with leading the expansion into North Asia, and was given LinkedIn’s “Most Consultative Seller” award for Asia in 2019. Moving to New York City, he joined customer success software startup Catalyst before becoming Assistant VP, Customer Success Management at talech, a part of U.S. Bank. He has worked in Singapore, Hong Kong, Germany, London, New York and Indonesia, and once somehow sold a rollercoaster while based on the island of Lombok.

Details: Tuesday 19 September, 9-10am. ✨ Register here



Agenda: In this workshop we will cover how to develop customer health scores to ensure your team is reviewing the right metrics at the right stages in the customer experience to manage risk and prevent churn. Time permitting, we will also cover how to create playbooks based on health score metrics to drive the right customer interactions that lead to retention and growth.

Lead: Kirsty Traill

Details: Tuesday 21 November, 9am-noon, in person, Auckland. This workshop is first reserved for Movac portfolio companies. If you would like to attend, please get in touch to check availability.