SpeakersAgendaWhy attendPartnersVenue
Locations ▼
Text here
Text here
Sign In
Register
SpeakersAgendaWhy attendPartnersVenue
Locations ▼

Get invited

Register

Request to partner

Register now

Call to action
Your text goes here. Insert your content, thoughts, or information in this space.
Button

Back to speakers

Kimberly
Ayala
Director of Customer Success, North & South America
Akeneo
Kim Ayala is an innovative Customer Success leader with over 15 years of experience in guiding enterprise customers through transformative technology initiatives. Renowned for her expertise in strategic account management, risk mitigation, sales, and change management, Kim excels at forging enduring partnerships that drive mutual growth. As the Director of Customer Success at Akeneo, Kim spearheads regional strategy and leads a dedicated team of Customer Success Managers (CSMs) committed to delivering exceptional customer experiences. Her “everybody can win” philosophy and strategic vision enable her to tackle challenges with enthusiasm and creativity. Passionate about professional development and continuous learning, Kim is an active contributor to the Customer Success community, always eager to share insights and learn something new every day.
Button
29 October 2025 10:15 - 10:45
The downsell done right: Preserving revenue and relationships when budgets shrink
This session tackles one of the toughest moments in the customer lifecycle: when a customer can no longer justify their current spend. Instead of seeing downsell as defeat, smart CS leaders are turning it into an opportunity to protect revenue, strengthen trust, and set the stage for future growth. Our speaker will share real-world approaches to navigating budget cuts with empathy and strategy, offering frameworks for identifying downsell signals early, crafting tailored value propositions, and maintaining alignment with evolving customer needs. Attendees will learn how to turn tough conversations into long-term wins by focusing on retention over reduction, and ensuring customers feel supported—not sold to—throughout the transition.
29 October 2025 14:45 - 15:15
Panel - The end of customer success vs support: How AI is driving the unified customer team
The long-standing divide between Customer Success and Support is disappearing fast. As AI transforms both reactive and proactive work, companies are rethinking how they organize around the customer. This panel brings together leaders from both sides to explore how automation, predictive insights, and new engagement models are converging into one unified customer function. Join us for a forward-looking discussion on what this means for team structures, skills, and customer experience. Leave prepared for a new era of the unified customer journey.