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Event starts in:
10

days :

3

: hours :

11

minutes

2

until doors open

October 29 & 30, 2025
The Westin Copley Place
10 Huntington Ave
Boston

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What's on
Customer Success Summit - main stage
Exhibition & networking
AI for Customer Support
October 29
October 30
October 29
October 29
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Customer Success Summit - main stage
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:15
Customer Success Summit - main stage
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
Frank Murphy, Director, Customer Success, Cisco
See the details
09:15
AI for Customer Support
Build once, solve often: Implement proactive support with AI-enhanced self service tools
Matt Farineau, Director, Global Support, Acquia
See the details
09:45
Customer Success Summit - main stage
How AI agents are reshaping CS workflows
Kate Neal, Senior Director of Customer Success, Gainsight
See the details
09:45
AI for Customer Support
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
10:15
Customer Success Summit - main stage
The downsell done right: Preserving revenue and relationships when budgets shrink
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
See the details
10:15
AI for Customer Support
Cutting through the hype: How to identify ROI-positive use cases with AI
Ben Nachmani, Head of Partnerships, Ask-AI
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Success Summit - main stage
Strategic OKRs: Positioning customer success to drive net retention
See the details
11:15
Customer Success Summit - main stage
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj , CEO & Co-founder, Hiver
See the details
11:15
AI for Customer Support
Through the Eyes of Hundreds of Companies: How modern teams are reconfiguring support with AI
Simon Rohrbach, Co-Founder & CEO, Plain
See the details
11:45
Customer Success Summit - main stage
Panel discussion - The cross-functional approach: Aligning product, support, and CS from day one
Sam Morovati, Director, Customer Success, Slack
Christina Dulude, Director, Customer Success Solutions, Imprivata
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Kevin Gentry, Director of Product Engagement, Voice of the Customer, Attentive
See the details
11:45
AI for Customer Support
Escalation averted: Using AI to detect risk and defuse issues before they boil over
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
See the details
12:15
AI for Customer Support
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
Leila Horejsi, Head of Customer Experience, Maven AGI
Sarah Baker, Sr Director, Customer Experience, TodayTix
David Doyle, Sr Director, Head of Support, ClickUp
George Sullivan, Global CX Strategy and Ops, Clio
Derek Nielsen, Sr. Customer Success Architect - Success at Scale, GitHub
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit - main stage
Interactive roundtable discussions
Nick Maugeri, Sr Director, Customer Success, Elise AI
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
Tracy Rubin, Former Senior Director, Customer Success, Carta
Steve Fiore, Former Sr Director, Customer Success, Teradata
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
14:00
AI for Customer Support
AI on the inside: Interactive roundtable discussions
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
14:15
Customer Success Summit - main stage
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
See the details
14:15
Customer Success Summit - main stage
Breakout Workshop - Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
See the details
14:30
Customer Success Summit - main stage
Panel - The end of customer success vs support: How AI is driving the unified customer team
Simon Rohrbach, Co-Founder & CEO, Plain
Rob Zambito, Customer Success Leader
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
14:30
AI for Customer Support
Panel discussion - Mirror machine: What the process of training AI reveals about your organization
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Rachel Switchenko, VP, Customer Service & Underwriting, Plymouth Rock Assurance
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Success Summit - main stage
The art of getting there: Mastering in-person client meetings
Carl Lenocker, Senior Customer Success Executive, Splunk
See the details
15:45
AI for Customer Support
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
See the details
16:15
Customer Success Summit - main stage
First 30 days: Designing an onboarding journey that drives long-term engagement.
Missie Dunham, Sr. Director, Customer Success, Constant Contact
See the details
16:15
AI for Customer Support
Every ticket has a story to tell - let AI be the translator
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
See the details
16:45
Customer Success Summit - main stage
Chairperson closing remarks
Rob Zambito, Customer Success Leader
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
October 30
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Customer Success Summit - main stage
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:15
Customer Success Summit - main stage
The customer marketing pivot: Strategy to drive customer success at scale
Christine Boermeester, Senior Director of Customer Success, Deltek
Jaime Winslow, Sr Director, Customer Success, Deltek
See the details
09:45
Customer Success Summit - main stage
Panel discussion - AI in 2025: What’s real, what’s hype, and what’s next for CS
Jitesh Gandhi, Customer Success Director, Microsoft
Nick Maugeri, Sr Director, Customer Success, Elise AI
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
Jared Collins, Sr Director, Customer Success, Dell Technologies
See the details
10:30
Exhibition & networking
Coffee break
See the details
11:00
Customer Success Summit - main stage
Stopping churn where it starts: The first 90 days
Jennifer Roderick, VP, Global Customer Success, Recurly
Hannah Wheeldon, Principal CSM, Recurly
See the details
11:30
Customer Success Summit - main stage
Fireside chat - The value realization revolution: Making CS a strategic partner
Justin Hester, Vice President of Customer Value, Insights, & Industries, Cognite
Chrissie Cronin, Director, Strategic Customer Success, Vanta
See the details
12:00
Customer Success Summit - main stage
Interactive roundtable discussions: Tackling your biggest customer success pain points
Rob Zambito, Customer Success Leader
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Customer Success Summit - main stage
Panel discussion - Speaking CEO: How to translate the value of CS to the C-suite
Tracy Rubin, Former Senior Director, Customer Success, Carta
Mathew Wisniewski, Director, Customer Success, IDC
Erinn Mallory Kolp, Learning Leader, Customer Success, LinkedIn
Jamie Self, Vice President, Customer & Partner Success, Constant Contact
See the details
14:45
Customer Success Summit - main stage
Fireside chat - The monetization mindset: Transforming CS into a revenue-driving function
Noman Khan, Former VP, Global Services & Customer Success, Imperva
Bala Nair, VP, Global Services, Akamai
See the details
15:00
Customer Success Summit - main stage
Chairperson closing remarks
Rob Zambito, Customer Success Leader
See the details
What's on
Customer Success Summit - main stage
Exhibition & networking
AI for Customer Support
October 29
October 30
October 29
October 29
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Customer Success Summit - main stage
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:15
Customer Success Summit - main stage
Churn-proof your base: How CSAT and NPS inform renewal risk analysis
Frank Murphy, Director, Customer Success, Cisco
See the details
09:15
AI for Customer Support
Build once, solve often: Implement proactive support with AI-enhanced self service tools
Matt Farineau, Director, Global Support, Acquia
See the details
09:45
Customer Success Summit - main stage
How AI agents are reshaping CS workflows
Kate Neal, Senior Director of Customer Success, Gainsight
See the details
09:45
AI for Customer Support
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
10:15
Customer Success Summit - main stage
The downsell done right: Preserving revenue and relationships when budgets shrink
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
See the details
10:15
AI for Customer Support
Cutting through the hype: How to identify ROI-positive use cases with AI
Ben Nachmani, Head of Partnerships, Ask-AI
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Customer Success Summit - main stage
Strategic OKRs: Positioning customer success to drive net retention
See the details
11:15
Customer Success Summit - main stage
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj , CEO & Co-founder, Hiver
See the details
11:15
AI for Customer Support
Through the Eyes of Hundreds of Companies: How modern teams are reconfiguring support with AI
Simon Rohrbach, Co-Founder & CEO, Plain
See the details
11:45
Customer Success Summit - main stage
Panel discussion - The cross-functional approach: Aligning product, support, and CS from day one
Sam Morovati, Director, Customer Success, Slack
Christina Dulude, Director, Customer Success Solutions, Imprivata
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Kevin Gentry, Director of Product Engagement, Voice of the Customer, Attentive
See the details
11:45
AI for Customer Support
Escalation averted: Using AI to detect risk and defuse issues before they boil over
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
See the details
12:15
AI for Customer Support
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
Leila Horejsi, Head of Customer Experience, Maven AGI
Sarah Baker, Sr Director, Customer Experience, TodayTix
David Doyle, Sr Director, Head of Support, ClickUp
George Sullivan, Global CX Strategy and Ops, Clio
Derek Nielsen, Sr. Customer Success Architect - Success at Scale, GitHub
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit - main stage
Interactive roundtable discussions
Nick Maugeri, Sr Director, Customer Success, Elise AI
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
Tracy Rubin, Former Senior Director, Customer Success, Carta
Steve Fiore, Former Sr Director, Customer Success, Teradata
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
14:00
AI for Customer Support
AI on the inside: Interactive roundtable discussions
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
See the details
14:15
Customer Success Summit - main stage
Amplify your customers' voice to maximize their value and your NRR
Art Dirik, Head of Customer Success, InterSystems
See the details
14:15
Customer Success Summit - main stage
Breakout Workshop - Road to CX 2028: Shaping the Future of Customer Experience
Doron Pryluk, Chief Operating Officer, Quack AI
See the details
14:30
Customer Success Summit - main stage
Panel - The end of customer success vs support: How AI is driving the unified customer team
Simon Rohrbach, Co-Founder & CEO, Plain
Rob Zambito, Customer Success Leader
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
Megan O'Donoghue, VP, Global Support, Bazaarvoice
See the details
14:30
AI for Customer Support
Panel discussion - Mirror machine: What the process of training AI reveals about your organization
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
Rachel Switchenko, VP, Customer Service & Underwriting, Plymouth Rock Assurance
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Customer Success Summit - main stage
The art of getting there: Mastering in-person client meetings
Carl Lenocker, Senior Customer Success Executive, Splunk
See the details
15:45
AI for Customer Support
What does success look like? Redefining CSAT, FCR, and NPS in the AI era
See the details
16:15
Customer Success Summit - main stage
First 30 days: Designing an onboarding journey that drives long-term engagement.
Missie Dunham, Sr. Director, Customer Success, Constant Contact
See the details
16:15
AI for Customer Support
Every ticket has a story to tell - let AI be the translator
Fariha Chaudry, Former Head of LillyDirect Customer Support, Eli Lilly & Co.
See the details
16:45
Customer Success Summit - main stage
Chairperson closing remarks
Rob Zambito, Customer Success Leader
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
October 30
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Customer Success Summit - main stage
Chairperson opening remarks
Rob Zambito, Customer Success Leader
See the details
09:15
Customer Success Summit - main stage
The customer marketing pivot: Strategy to drive customer success at scale
Christine Boermeester, Senior Director of Customer Success, Deltek
Jaime Winslow, Sr Director, Customer Success, Deltek
See the details
09:45
Customer Success Summit - main stage
Panel discussion - AI in 2025: What’s real, what’s hype, and what’s next for CS
Jitesh Gandhi, Customer Success Director, Microsoft
Nick Maugeri, Sr Director, Customer Success, Elise AI
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
Jared Collins, Sr Director, Customer Success, Dell Technologies
See the details
10:30
Exhibition & networking
Coffee break
See the details
11:00
Customer Success Summit - main stage
Stopping churn where it starts: The first 90 days
Jennifer Roderick, VP, Global Customer Success, Recurly
Hannah Wheeldon, Principal CSM, Recurly
See the details
11:30
Customer Success Summit - main stage
Fireside chat - The value realization revolution: Making CS a strategic partner
Justin Hester, Vice President of Customer Value, Insights, & Industries, Cognite
Chrissie Cronin, Director, Strategic Customer Success, Vanta
See the details
12:00
Customer Success Summit - main stage
Interactive roundtable discussions: Tackling your biggest customer success pain points
Rob Zambito, Customer Success Leader
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Customer Success Summit - main stage
Panel discussion - Speaking CEO: How to translate the value of CS to the C-suite
Tracy Rubin, Former Senior Director, Customer Success, Carta
Mathew Wisniewski, Director, Customer Success, IDC
Erinn Mallory Kolp, Learning Leader, Customer Success, LinkedIn
Jamie Self, Vice President, Customer & Partner Success, Constant Contact
See the details
14:45
Customer Success Summit - main stage
Fireside chat - The monetization mindset: Transforming CS into a revenue-driving function
Noman Khan, Former VP, Global Services & Customer Success, Imperva
Bala Nair, VP, Global Services, Akamai
See the details
15:00
Customer Success Summit - main stage
Chairperson closing remarks
Rob Zambito, Customer Success Leader
See the details

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