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February 23 & 24, 2027
Austin

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agenda

An agenda packed with groundbreaking keynotes, roundtables, breakouts and panel discussions. Full 2026 agenda to be released soon.

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What's on
February 23
February 24
February 23
February 23
08:00
Networking & exhibition
Registration & networking breakfast
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
Keynote | From cost center to revenue engine: Customer success’s seat at the board table
Philippe Mesritz, Chief Customer Officer, The Access Group
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09:45
Main stage
Fireside chat | The view from the top: A CEO and CCO on what makes retention everyone's job
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10:15
Main stage
Keynote | Having the hard conversation: A clarity framework for CS professionals
Kourtney Shoemaker, Lead Customer Success Manager, Billtrust
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10:45
Networking & exhibition
Coffee break
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11:15
Main stage
Panel | Beyond the health score: What actually predicts long-lasting adoption
Carol Keyes, Director of Customer Success Operations, BMC Software
Genevieve Jooste, Director, Strategic Customer Success, Synthesia
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12:00
Main stage
Fireside Chat | The renewal is won on day one: Why onboarding decides retention
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12:30
Networking & exhibition
Lunch
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13:30
Main stage
Roundtable | Choose your challenge: Retention and growth roundtables
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14:15
Main stage
Panel | Prove it in the boardroom: Build your CS business case
Kim Ramsey, Fractional VP, Customer Experience & Customer Operations
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15:00
Networking & exhibition
Coffee break
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15:30
Main stage
Panel | Humans + agents: Redefining the CSM role in an AI-first org
Neal McCoy, Vice President of Customer Success & Professional Services, Big Commerce
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16:45
Main stage
Keynote | Customer success as an outcomes engine: Making value-based care work in healthcare technology
Srinivas Potla, Senior Director of Customer Success, Innovaccer
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17:00
Main stage
Chairperson closing remarks
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17:30
Networking & exhibition
Happy Hour
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February 24
08:00
Networking & exhibition
Networking breakfast
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
Keynote | Retention is a company strategy, not a department
Austin Rittenberry, Director of Customer Success
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09:45
Main stage
Panel | The modern CSM: Redefining the role, skills, and career path
Melissa Bebchuk, Director of Customer Solutions, Darwin AI
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10:30
Main stage
Keynote | Impact first: Why customer outcomes are your growth strategy
Keishla Ceaser-Jones, Managing Director, Partner Success, EAB
Stephanie Workman-Bolden, SVP, Partner Success, Discovery Education
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11:00
Networking & exhibition
Coffee break
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11:30
Main stage
Roundtable | Choose your priority: value, data, and insight roundtables
Stephanie Workman-Bolden, SVP, Partner Success, Discovery Education
Keishla Ceaser-Jones, Managing Director, Partner Success, EAB
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12:15
Main stage
Fireside Chat: Burnout, boundaries, and building a sustainable CS career
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12:45
Networking & exhibition
Lunch
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13:45
Main stage
Networking | Action plan exchange: Share your takeaways and commit to next steps
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14:15
Main stage
Keynote | The relationship advantage: Why trust is still your strongest retention tool
Jessica Osborne, Head of Americas Customer Success and Professional Services, DeepL
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14:30
Main stage
Fireside Chat | The next decade of CS: Leaders on where the profession goes from here
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15:15
Main stage
Chairperson closing remarks
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Get your ticket

for the summit

We’re bringing together the the people shaping the future of customer success for two days of connection, learning, and open discussion so you can:

- Cut through the AI hype to decide what to automate, what to keep human, and where agents can deliver real customer impact.

- Prove your value with revenue-focused strategies for retention, expansion, and churn reduction that earn credibility with your CEO, CFO, and board.

- Exchange ideas, share experiences, and build relationships with other CS leaders.

Austin
February 23 & 24, 2027

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