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Jack

Palley

Sr Director, Client Success

Flywire

Jack is a client success and payments technology leader with more than 11 years of experience at Flywire, where he has helped build and scale customer-facing teams across global markets. Currently serving as Senior Director of Client Success for Enterprise Travel Accounts, he leads strategic partnerships with some of the world's largest travel organizations, helping them optimize payment experiences, improve operational efficiency, and drive business growth. Throughout his tenure at Flywire, Jack has held a series of leadership roles spanning client success, global client support, relationship management, and commercial operations. He played a key role in launching and scaling Flywire's Commercial Vertical, developing client success frameworks and processes that supported rapid growth. Known for his customer-centric approach, Jack specializes in enterprise relationship management, team leadership, and delivering measurable outcomes for global clients.

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19 August 2026 09:00 - 09:30

The expansion-first mindset: Rethinking the role of CS in revenue growth

The best CS orgs aren't waiting for renewals to talk about growth. They've restructured around expansion as a primary motion, not an afterthought. This keynote unpacks how leading teams have made the shift from churn prevention to revenue generation, and what that change demands in terms of org design, compensation, and where CS sits in the revenue org. Key takeaways: - The structural differences between a churn-prevention CS org and an expansion-first one - How compensation plans are changing as CS teams take on direct revenue targets - The mindset shift required of CSMs moving into hybrid CS-sales roles 60% of CS teams now carry direct revenue targets. The question isn't whether your team will make this shift, it's whether you'll lead it or be dragged into it.