Field notes from Support Driven Leadership Summit

May 7

By Kenji Hayward, dedicated to building purpose-driven support teams that blend traditional values with innovative strategies to scale CX, foster loyalty, and drive growth.

The Support Driven Leadership Summit is a focused, in-person gathering for senior leaders in Customer Support and Experience.

I came back from the Summit in Austin with eye-opening wisdom from my peers, fresh ideas to bring to my team, and the largest smile after connecting with so many of you.

Here were the three key themes of the summit:

Value Creation Over Cost Reduction

The days of support being viewed as a cost center are numbered. I’m in awe at support leaders spearheading more conversations to tie their team’s work to measurable business outcomes. As Philippe Mesritz said we’re not “just support” — support is more than solving tickets and full of enriching opportunities. Robert Armstrong mentioned product-support connection as a perfect example of quantifying support’s impact on product decisions.

Mykel Salomon emphasized how support isn’t just reactive, it should be a strategic asset driving business growth. But many support teams get bogged down from a poor digital employee experience (DEX) that Thaysa Starling pushed to be improved to improve customer experiences. Support staff needs to be equipped behind the scenes to support customers accordingly.

James Baldwin made me rethink my reporting structure. It’s not about tracking everything. It’s about tracking what drives decisions and creates visibility. Nate Brown energized the room with his take on experience longevity over transactional satisfaction. Customers today expect more than just good service — they want experiences that align with their values and invite them in.

Strategic Leadership Beyond Support

The most impactful support leaders don’t just manage teams. They influence executive decisions, navigate organizational change, and communicate across silos.

Managing up is a skill we as support leaders often lack, so John Witt framework for communicating upward was helpful to hear. Support often sees problems first and Andrew Rios, MSML Rios coached us on how to use metrics and allies when talking to C-suite. For example, tackle revenue questions from your CRO by referencing ticket volume, escalations, and CSAT along with anecdotes from your sales team.

In a time when many companies are still restructuring and mandating return-to-office, Hayden Mills gave us practical tips on navigating transitions without losing momentum. Her psychological safety components were especially powerful for today’s hybrid work environments, like getting diverse groups into ‘a room’ or finding opportunities for individuals to share their wins with a bigger crowd.

The pressure of delivering support metrics can accelerate burnout. Alisha Joseph validated that performance management doesn’t require micromanagement. Data-driven leadership can use key metrics in a people-first way if used as a coaching tool. I also loved how she framed investing in leadership not as an expense, but as an ROI driver.

And finally, Sam Chandler 💥 Customer Success and Experience and Startups brought the house down with a masterclass in building a CX empire—with nothing but tables, chairs, and unapologetic charisma. The takeaway? There is no spoon—just bold moves and big rizz.

Conversations That Catalyze Action

“Customer support is evolving from an operational necessity to a strategic business catalyst.”

There’s simply no substitute for sharing knowledge face-to-face. Thank you to all who plugged AXIS on their panels and asked me questions IRL.

I’ve come away with fresh perspectives on everyone’s insightful takes on metrics and impact-based approaches to measuring support’s value. Instead of measuring tickets closed, we should be measuring “revenue-touched” like Nicholas Erickson and influence on product decisions. ICYMI: Revenue-touched = Sum of ARR (Annual Recurring Revenue) of all companies that have submitted support tickets. This is one your boardroom will want to follow!

Has your organization moved past viewing support as a cost center? What metrics are you using to demonstrate the strategic value of your support operations? I’d love to hear what’s working for you.

About the author

Hi, I’m Kenji Hayward! A customer support leader passionate about building purpose-driven teams.

With experience at companies like Front, Fluxx, and Revel Systems, I focus on scaling support operations, developing smart CX strategies, and creating meaningful customer experiences that drive loyalty and growth.

Let’s connect!