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Event starts in:
53

days :

0

: hours :

24

minutes

18

until ticket prices increase

October 27 & 28, 2026
The Westin Boston Seaport District
425 Summer Street
Boston

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the agenda

Equip yourself with the strategies and leadership insights needed to thrive in the future of Customer Success.

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What's on
Workshop
Interactive session
outside CS room
Customer Success Summit
Exhibition & networking
AI for Customer Support
October 27
October 28
October 27
October 27
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Customer Success Summit
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:15
Customer Success Summit
Elevating CS: Driving value realization with executive engagement & EBRs
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09:15
AI for Customer Support
The support leader's role is changing: what that means for your team and your career
Paul Kozlov, Global Head, Support Systems, Tools & Programs, Palo Alto Networks
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outside CS room
09:45
Customer Success Summit
Bridging the insight gap: Building an AI agent to scale real-time VoC
Anton Lisnychyi, Global Head of Customer Success, Numerix
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09:45
AI for Customer Support
From ticket to resolution: how AI agents are redefining what fast support looks like
Stephen Carl Eaton, Head of Global Support, Copado
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outside CS room
10:15
Customer Success Summit
Panel | Building CS teams that scale: Talent strategies for the next era
Emma McHugh, Director of Customer Success US, TechWolf
Kimberly Ayala, Director of Customer Success, Akeneo
Stephanie Tropea, Director, Enterprise Customer Success, East & Canada, Box
Stuti Bhargava, Chief Customer Officer, Critical Start
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10:15
AI for Customer Support
Proactive support at scale: getting ahead of the problem before the ticket arrives
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
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outside CS room
11:00
Exhibition & networking
Coffee break
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11:15
AI for Customer Support
When the agent gets it right: what consistent AI resolution actually requires
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outside CS room
11:30
Customer Success Summit
From idea to impact: Using AI-powered internal tools to accelerate revenue growth
Jamie Wernet, Senior Director, Enterprise Success and Services, Greenhouse Software
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11:45
AI for Customer Support
Measuring what matters: new metrics for an AI-powered support function
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outside CS room
12:00
Customer Success Summit
Panel | Consistency without rigidity: Standardizing Customer Success in a growing organization
Eleanora White, SVP Customer Success & Operations, US, Harri
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12:15
AI for Customer Support
Panel | From pilot to production: why most AI support rollouts stall and what gets them moving again
Jake Mahon, Director, Customer Technology, Netwrix Corporation
Petra Wise, Director, Customer Operations and Support, CarGurus
Lane Smith, Senior Director of Technical Support Operations & Scale, Tenable
Amaadur Rahman, Director, Customer Solutions, PENTAX Medical
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outside CS room
12:45
Exhibition & networking
Lunch
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13:45
Customer Success Summit
Workshop | Stay relevant or get left behind: Position yourself for the future of customer success
Kimberly Ayala, Director of Customer Success, Akeneo
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Workshop
14:00
AI for Customer Support
AI on the inside: Interactive roundtable discussions
Bharat Manmode, Director Customer Support, TitleDB
Athena Arzon, Customer Service Manager | AI Solutions, Lion Brand Yarn
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Interactive session
outside CS room
14:30
Customer Success Summit
Roundtable discussions : The four customer success archetypes
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14:45
AI for Customer Support
Panel | Humans in the loop: where do support leaders draw the line with AI?
Matt Farineau, Director, Applied AI, Acquia
Joep Everts, SVP, Customer Support, Elsevier
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outside CS room
15:00
Exhibition & networking
Coffee break
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15:30
Customer Success Summit
From fear and uncertainty to confidence and opportunity in the age of AI
Frank Murphy, Director, Customer Success, Cisco
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15:45
AI for Customer Support
Fireside chat - From the front line to the future: an honest take on AI in customer support
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outside CS room
16:00
Customer Success Summit
Internal advocacy: Why backing your CS team to executives will improve CX
Justin Hester, Vice President of Customer Value, Insights, & Industries, Cognite
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16:15
AI for Customer Support
The new support team: how AI is reshaping roles, headcount, and what it means to be a support professional
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outside CS room
16:30
Customer Success Summit
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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17:00
Customer Success Summit
Chairperson closing remarks
Rob Zambito, Customer Success Leader
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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October 28
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Customer Success Summit
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:15
Customer Success Summit
From reactive to revenue: Transforming customer success around NRR
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09:45
Customer Success Summit
Panel | Success starts at the top: The importance of leadership and culture in driving CS
Molly Bruttomesso, Vice President Client Services & Media Strategy, Kargo
Maya Calabrese, Head of Customer Experience, Supply Wisdom
Amaadur Rahman, Director, Customer Solutions, PENTAX Medical
Sarah Grob, Vice President of Customer Success, Mastercard
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10:30
Exhibition & networking
Coffee break
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11:00
Customer Success Summit
Fireside chat | Frictionless handoffs: Aligning sales & CX for day-1 success
Nicole Lokey, VP, Customer Success, Signal AI
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11:30
Customer Success Summit
Community-led CS: Turning peer networks into your best self-serve channel
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12:00
Customer Success Summit
Roundtable discussions: AI in customer success
Raymond Otero, Former Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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12:45
Exhibition & networking
Lunch
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13:45
Customer Success Summit
Aligning customer success with the Go-to-Market engine
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14:15
Customer Success Summit
The churn playbook: Proactive mitigation strategies when customers cut budgets
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14:45
Customer Success Summit
Chairperson closing remarks
Rob Zambito, Customer Success Leader
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Early bird tickets

are live and limited

Customer Success is evolving faster than ever. Join the people leading that change and discover how to:

- Scale customer impact with smarter strategies, streamlined operations, and AI-powered workflows.

- Drive sustainable growth through proactive retention, expansion, and customer value creation.

- Secure customer success a permanent seat at the executive table by demonstrating strategic business impact.

Boston
October 27 & 28, 2026

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