E8: Building a World-Class Customer Success Org with Daniel Farkas (VP Global Renewals & CS, Box)

Heresy

What does it take to build a truly world-class Customer Success team?

Daniel Farkas, VP of Global Renewals and EMEA Customer Success at Box, joins Dimitar to share the blueprint—including when to invest, how to hire, and what to measure.

You’ll learn:

• When to start building your CS org—and when it’s too early

• What traits to hire for in high-performing CS reps

• The KPIs that actually matter (beyond NRR and churn)

• How to position CS as a strategic growth engine, not just a support function

Whether you’re building your first CS team or levelling up an existing one, this episode is your playbook.