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Chanel

Cantey

Director, Client Success

Optiv

With over two decades of experience in the IT industry, Chanel brings a comprehensive background in Service Delivery, Project Management, Quality Assurance, and Process Improvement. Her expertise spans a wide range of technology solutions, supported by a strong track record of managing client relationships across key sectors including Federal, Financial, Healthcare, and Education. Currently serving as Director of Client Success, she leads both operational and strategic planning initiatives to ensure timely, high-quality client engagement. She oversees the entire client lifecycle, including renewals, while fostering a culture of continuous improvement within the Client Success team. Chanel’s extensive experience in both technical and managerial roles, combined with certifications such as ITIL, ScrumMaster, and System Security Certified Practitioner, enables her to effectively bridge the gap between technology and business objectives, maintaining a clear focus on driving client success.

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19 August 2026 09:45 - 10:30

Panel | Who closes the upsell? Designing the CS-Sales handoff for expansion revenue

Every CS org hits this tension eventually: the relationship is yours, but the quota is Sales'. The handoff gets fumbled, the customer feels the friction, and the deal stalls. In this panel, CS leaders debate what actually works, from CSQL definitions and handoff triggers to comp alignment and account ownership models. No theory, just the real architecture behind teams that are closing expansion without burning the relationship. Key takeaways: - How to define the handoff moment so both sides agree on it before the deal heats up - Comp and incentive structures that align CS and Sales around shared expansion outcomes - What the most efficient handoff motions look like in practice, with real close rate data If your CS team is generating expansion opportunities that keep dying in handoff, this is the session that fixes it.