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January 20, 2027
Marriott Marquis
780 Mission Street
San Francisco

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Your ticket also gives you access to 4 other tracks, see their agendas here.

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What's on
January 20
January 20
January 20
09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
Capturing customer value with AI: Aligning vision with measurable impact
Heather McCarthy, Director of Customer Success, iTradeNetwork
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09:45
Main stage
When customers pay for outcomes: Running CS under consumption and outcome-based pricing
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10:15
Main stage
Workshop | Everyone gets a chief of staff: Hiring, training and firing AI coworkers in CS
Vinova Deniz, Head of Customer Success, Wiza
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10:45
Exhibition & networking
Coffee break
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11:15
Main stage
CS as a growth lever: Retention focus to growth focus with data and AI
Ashok Gunasekaran, Senior VP of Customer Success, Acceldata
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11:45
Main stage
Workshop | Build it before lunch: A live AI build session for CS teams
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12:30
Exhibition & networking
Lunch break
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13:30
Main stage
Panel | Agentic AI: Scaling success without scaling headcount
Ryan Frijas, Director, Customer Success, AVEVA
Amara Okoli, Senior Director, Global Customer Success, Horizon3
Shujie Loedolff, Director, Partner Services & CX Ops, Cribl
Samir Qureshi, VP, Customer Success and Client Onboarding, Payactiv
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14:15
Main stage
Roundtables | From AI-enabled to AI-optimized: Data, roles and results
Chris Vu, Vice President, Customer Success, DNV
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15:00
Exhibition & networking
Coffee break
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15:30
Main stage
Panel | Building dynamic customer health scores with AI and real-world data
Daniel Cohen, Vice President of Customer Success, CodeRabbit
Shilpi Narang, Head of Platforms Customer Success, Stripe
Subhra Bhattacharya, Vice President of Customer Success, Eltropy
Jitendra Lakhwani, Associate Director, Customer Success, Seclore
Medha Rangnekar, Senior Director, Customer Success, Thales Cybersecurity
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16:15
Main stage
What it really takes to launch a customer-facing AI agent
Dan Ennis, Senior Director, Customer Success, Workato
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16:45
Main stage
Chairperson closing remarks
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Early bird tickets

are live and limited

Join the leaders putting AI to work in customer success, for a high-energy day of open dialogue and live problem-solving that empowers you to:

• Redesign the customer journey around AI powered, dynamic health scores built on real-world data, not static scorecards.

• Embed AI-driven customer intelligence at the heart of cross-functional revenue strategy, so CS drives the numbers execs actually watch.

• Activate agentic AI, automation, and customer data to catch churn signals early, power smarter engagement, and deliver personalization at scale.

You're already responsible for retention and expansion, this is where you get the AI playbook, and network, to deliver on both.

San Francisco
January 20, 2027

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