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Heather
Brown
Chief Customer Officer
LastPass
Heather Brown joined LastPass in 2024 and serves as their first Chief Customer Officer, overseeing Business (B2B) and Consumer (B2C) Customer Success, Global Renewals, Customer Support, and Customer Experience Operations. She leads initiatives that drive Digital first engagement centered on adoption, retention, and growth across diverse customer segments, delivering measurable business outcomes and exceptional experiences. ‍ With over 25 years of leadership experience, Heather has consistently delivered impact at scale, managing portfolios exceeding $350M and scaling $500M+ operations across global markets. She has held senior leadership roles at Salesforce, Accenture, and PagerDuty, where she drove strategic programs, developed success methodologies, and contributed to significant improvements to retention during high-growth years. ‍ Heather is an active contributor to the Customer Success community and championing diversity through initiatives like #IamRemarkable. She also advocates for STEM education, having co-owned Engineering for Kids Inland Empire West to inspire children ages 4–14 through hands-on learning.
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25 June 2026 09:15 - 09:45
The end of linear CS growth: Scaling with AI acceleration
As organizations grow, customer success teams often hit the limits of traditional, linear scaling - adding headcount just to keep pace with rising customer expectations. In this session, Heather Brown explores how AI can act as a force multiplier for CS leaders, enabling teams to deliver exceptional outcomes at scale without proportional increases in resources. Attendees will gain insights into the strategic adoption of AI to drive efficiency, retention, and expansion. Key takeaways: - Rethinking scale: Why linear growth models fall short and how AI enables exponential impact. - AI-driven insights: Using predictive analytics to identify churn risk, expansion opportunities, and high-value interventions. - Operational efficiency: Streamlining workflows, automating repetitive tasks, and freeing CS teams to focus on strategic customer engagement. - Customer-centric Innovation: Leveraging AI to deliver more personalized, proactive experiences that strengthen loyalty. - Leadership playbook: How CCOs can successfully integrate AI into their CS strategy while maintaining team alignment and adoption.