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September 24, 2026
Hyatt Regency San Francisco Airport
1333 Old Bayshore Highway
Burlingame

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What's on
September 24
September 24
September 24
08:00
Exhibition & networking
Registration & networking breakfast
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09:00
Main stage
Chairperson opening remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
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09:15
Main stage
Fireside Chat | The attribution gap: Understanding what customer success actually contributes
Natalie Wolf, GTM Leadership, Anthropic
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
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09:45
Main stage
One customer relationship, everywhere: Unifying the enterprise post-sale experience
Ava O'Neill, Founding Product Manager, Pylon
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10:15
Exhibition & networking
Coffee break
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10:50
Main stage
Panel | The retention blindspot: Why churn decisions are made long before renewal
Emily Garza, Chief Customer Officer, Unit21
Daniel Silverstein, Global SVP of Customer Success and Head of Business, Carta
Tushar Bansal, Chief Customer Officer, Safe Security
Maranda Dziekonski, Chief Customer Officer, Fexa
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11:20
Main stage
Protect GRR, Accelerate NRR: The AI Operating Model for the Future of Retention
Brent Krempges, Chief Customer Officer, Gainsight
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11:45
Main stage
Interactive roundtable discussions
Ishan Gupta, SVP of Customer Success, Zinier
Sean Guzman Murphy, Former SVP, Client Experience, Illumia
ELizabeth Salmoun, VP, Customer Success, Otter.ai
Amanda Berger, Chief Customer Officer, Corelight
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11:45
Workshops
Interactive workshop | Customer Education in the Agentic Era
Frances Kleven, Senior Director of Core Customer Experience, Learnupon
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12:30
Exhibition & networking
Lunch
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13:30
Main stage
Implementation: The CS Metrics That Are Decided Before Go-Live
Rakesh Vaddadi, CEO & Co- Founder, Beacon
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14:00
Main stage
Panel | The org you inherit vs the org you need: Restructuring the customer function without breaking it
Karen Lazarou, Head of Customer Success, Amdocs
Benjamin Stidham, Vice President of Account Management, CivicPlus
Eddy Chen, Vice President of Customer Success, Edge
Melissa Goldstein, Vice President of Customer Success, Mastercard
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14:45
Main stage
The story behind the metrics: Turning customer data into customer understanding
Spencer Dent, Co-founder & Co-CEO, Clozd
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
From delivery org to value engine: What it actually takes to scale without scaling headcount
Ramya Sugumar, VP, CX Partner Services, Braze
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16:15
Main stage
Mapping the customer lifecycle: Org design that matches how customers actually move
Abhijeet Prabhune, Chief Customer Success Officer, IP Infusion
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16:45
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
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17:00
Exhibition & networking
Networking happy hour
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Get exclusive access

to the summit

We’re bringing together leading CCOs and those shaping the future of customer-centric strategy for a day of unrivaled networking, learning, and discussion so you can:

- Improve renewal confidence with clearer visibility into risk long before customers disengage.

- Restructure your customer org with confidence by learning how top CCOs fix misalignment without losing trust.

- Move beyond AI experimentation: deploy agentic workflows that drive proactive intervention and measurable retention impact

San Francisco
September 24, 2026

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