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Kimberly
Ayala
Director of Customer Success
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.
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27 October 2026 10:15 - 11:00
Panel | Building CS teams that scale: Talent strategies for the next era
As Customer Success evolves, so does the definition of the ideal CS team. Today's leaders must balance growth, efficiency, customer outcomes, and emerging technologies while building organizations equipped for long-term success. In this panel discussion, Customer Success leaders will share how they're rethinking hiring, team design, and workforce development to meet changing business demands. From recruiting experienced CSMs and talent from adjacent disciplines to evaluating consultants, contractors, and AI-enabled onboarding strategies, panelists will discuss how they're building resilient teams prepared for the future. Join this candid conversation to explore the talent strategies, organizational models, and leadership decisions shaping the next generation of Customer Success organizations.
27 October 2026 13:45 - 14:30
Workshop | Stay relevant or get left behind: Position yourself for the future of customer success
Customer Success is changing and so are the skills that define high-impact CS professionals. In this interactive workshop, you'll assess your strengths, uncover skill gaps, and map out where to invest your time to stay ahead. Through practical exercises, you'll define your personal value proposition, identify the experiences that will accelerate your career, and create a personalized skills roadmap that aligns with where Customer Success is headed. You'll leave with: -A clear understanding of your unique strengths and growth opportunities. - A skills matrix to help prioritize where to develop next. - An action plan to build the experiences that will keep you relevant in the future of Customer Success.