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Watch OnDemand

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

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Your ticket provides Access All Areas to both Customer Success Summit and AI for Customer Support Summit. Use the tag toggle to view the AI for Customer Support Summit track.

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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
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09:00
Customer Success Summit - main stage
Chairperson opening remarks
Rob Zambito, Customer Success Leader
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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
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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
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09:45
Customer Success Summit - main stage
How AI agents are reshaping CS workflows
Kate Neal, Senior Director of Customer Success, Gainsight
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09:45
AI for Customer Support
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
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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
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10:15
AI for Customer Support
Cutting through the hype: How Snyk has identified ROI-positive use cases with AI
Ben Nachmani, Head of Partnerships, Ask-AI
Cassem Chebbani, Senior Manager, Technical Support, Snyk
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10:45
Exhibition & networking
Coffee break
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11:15
Customer Success Summit - main stage
Using AI, agents and maths to scale CS - Learnings from the field
Alok Shukla, Founder & CEO, FunnelStory
Trevor Martin, Director, Customer Operations, BigTinCan
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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
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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
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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
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11:45
AI for Customer Support
From resolution to relationship: AI’s role in the new customer journey
Jake Mahon, Director, Customer Technology, Netwrix Corporation
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12:15
AI for Customer Support
Panel - Scaling sustainably: How AI helps support teams stay human under pressure
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
Jonathan Corbin, Founder & CEO, Maven AGI
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12:30
Exhibition & networking
Lunch
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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, Senior GTM Lead, Apollo.io
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14:00
AI for Customer Support
AI on the inside: Interactive roundtable discussions
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
Gozde Gorce, Senior GTM Lead, Apollo.io
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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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
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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
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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
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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, Senior GTM Lead, Apollo.io
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15:15
Exhibition & networking
Coffee break
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15:45
Customer Success Summit - main stage
The art of getting there: Mastering in-person client meetings
Carl Lenocker, Senior Customer Success Executive, Splunk
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15:45
AI for Customer Support
Fireside chat - What does success look like? Redefining CSAT, FCR, and NPS in the AI era
Tuan Ho, CEO & Co-founder, The Point AI
Matt Farineau, Director, Global Support, Acquia
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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
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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.
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16:45
Customer Success Summit - main stage
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 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
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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
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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
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10:30
Exhibition & networking
Coffee break
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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
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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
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12:00
Customer Success Summit - main stage
Interactive roundtable discussions: Tackling your biggest customer success pain points
Rob Zambito, Customer Success Leader
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12:45
Exhibition & networking
Lunch
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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
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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
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15:00
Customer Success Summit - main stage
Chairperson closing remarks
Rob Zambito, Customer Success Leader
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Watch the summit

OnDemand

The brightest minds in customer success came together for for two days of unrivalled learning, and discussion. Catch up on all the sessions so you can:

- Elevate your team's capability to drive revenue expansion.

- Leverage the latest AI and automation tech to future-proof your CS function.

- Prove the strategic value of CS and embed a customer-centric mindset across your entire org.

Boston
October 29 & 30, 2025

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