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Gozde
Gorce
Senior GTM Lead
Apollo.io
Gozde Gorce is a Senior GTM Lead at Apollo.io with over a decade of experience in the Customer Success industry. Throughout their career, Gozde has excelled in building and scaling Customer Success teams in early and mid-stage startups. Throughout her time at Apollo, Gozde built the company’s high-touch Customer Success team from the ground up before moving into a leadership role to lead Apollo's scaled Customer Success motion. Most recently, Gozde has been focused on transforming the Customer Success function into a GTM engineering organization, empowering CSMs to help customers design and execute modern, efficient go-to-market strategies. As a mentor with Customer Success Collective, Catalyst, and On Deck, Gozde has helped numerous professionals secure competitive roles in Customer Success. Specializing in individual contributor development, Gozde focuses on Customer/Client Success, Onboarding, Account Management, Renewals, and Support. Gozde has been guiding both experienced CSMs and career transitioners from diverse backgrounds to excel in their roles. Whether you’re new to Customer Success or an experienced professional, Gozde is dedicated to helping you reach your next career milestone.
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29 October 2025 14:00 - 14:30
AI on the inside: Interactive roundtable discussions
AI isn’t just revolutionizing how we talk to customers—it’s transforming how support teams work behind the scenes. In this interactive session, you'll choose between four topics related to how AI is personally impacting you and your co-workers. Don't worry if you can't pick just one topic, before time is up we will regroup to share key take-aways with the whole group. Topics to discuss: • Building trust in AI: What it takes for agents and internal stakeholders to fully commit to AI adoption • Measuring the impact of your AI strategy: Which KPIs tell the story best? • A new kind of scorecard: Reviewing agent performance with an AI rubric for success • Keeping your team on top: How to implement a team-wide AI training strategy
29 October 2025 14:30 - 15:15
Panel - Mirror machine: What the process of training AI reveals about your organization
AI doesn’t just automate—it exposes. Teaching it to perform like your best team member often uncovers fuzzy processes, inconsistent policies, or tribal knowledge that lives in Slack. This panel explores what companies learned about themselves in the process of training AI. Hear from leaders who’ve used AI rollouts as a forcing function for clarity, consistency, and better enablement—for both machines and humans.
29 October 2025 13:30 - 14:00
Interactive roundtable discussions
In this session multiple unique discussions are happening concurrently, find the table discussing your biggest pain point or opportunity and join the conversation. Every table will be hosted by an industry expert so come prepared to discuss, learn, network, and share. Discussion topics: • Leading through change: CS leadership in times of transformation • Assembling your CS team: Common hiring pitfalls to avoid • Building your brand: The value of content creation for your career • Closing the loop: Operationalizing VoC across teams • CS ops: How to get it right across multiple personas