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Event starts in:
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0

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to the event

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

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What's on
Main stage
Exhibition & networking
Workshops
September 24
September 24
September 24
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
09:15
Main stage
The Evolution of Customer Leadership: Building Strategic Influence in an Era of Higher Expectations
Natalie Wolf, GTM Leadership, Anthropic
See the details
09:45
Main stage
One customer relationship, everywhere: Unifying the enterprise post-sale experience
Ava O'Neill, Founding Product Manager, Pylon
See the details
10:15
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
Protect GRR, Accelerate NRR: The AI Operating Model for the Future of Retention
Brent Krempges, Chief Customer Officer, Gainsight
See the details
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
See the details
11:45
Workshops
Interactive workshop | Customer Education in the Agentic Era
Frances Kleven, Senior Director of Core Customer Experience, Learnupon
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main stage
Implementation: The CS Metrics That Are Decided Before Go-Live
Rakesh Vaddadi, CEO & Co- Founder, Beacon
See the details
14:00
Main stage
Panel | The org you inherit vs the org you need: Restructuring the customer function without breaking it
Melissa Goldstein, Vice President of Customer Success, Mastercard
Karen Lazarou, Head of Customer Success, Amdocs
Benjamin Stidham, Vice President of Account Management, CivicPlus
Eddy Chen, Vice President of Customer Success, Edge
See the details
14:45
Main stage
The story behind the metrics: Turning customer data into customer understanding
Brady Tengberg, Head of Client Success and Services, Clozd
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
From delivery org to value engine: What it actually takes to scale without scaling headcount
Ramya Sugumar, Vice President, Customer Experience, Braze
See the details
16:15
Main stage
Harnessing agentic AI to redefine customer success and boost NRR
See the details
16:45
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
17:00
Exhibition & networking
Networking happy hour
See the details
What's on
Main stage
Exhibition & networking
Workshops
September 24
September 24
September 24
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
09:15
Main stage
The Evolution of Customer Leadership: Building Strategic Influence in an Era of Higher Expectations
Natalie Wolf, GTM Leadership, Anthropic
See the details
09:45
Main stage
One customer relationship, everywhere: Unifying the enterprise post-sale experience
Ava O'Neill, Founding Product Manager, Pylon
See the details
10:15
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
Protect GRR, Accelerate NRR: The AI Operating Model for the Future of Retention
Brent Krempges, Chief Customer Officer, Gainsight
See the details
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
See the details
11:45
Workshops
Interactive workshop | Customer Education in the Agentic Era
Frances Kleven, Senior Director of Core Customer Experience, Learnupon
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main stage
Implementation: The CS Metrics That Are Decided Before Go-Live
Rakesh Vaddadi, CEO & Co- Founder, Beacon
See the details
14:00
Main stage
Panel | The org you inherit vs the org you need: Restructuring the customer function without breaking it
Melissa Goldstein, Vice President of Customer Success, Mastercard
Karen Lazarou, Head of Customer Success, Amdocs
Benjamin Stidham, Vice President of Account Management, CivicPlus
Eddy Chen, Vice President of Customer Success, Edge
See the details
14:45
Main stage
The story behind the metrics: Turning customer data into customer understanding
Brady Tengberg, Head of Client Success and Services, Clozd
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
From delivery org to value engine: What it actually takes to scale without scaling headcount
Ramya Sugumar, Vice President, Customer Experience, Braze
See the details
16:15
Main stage
Harnessing agentic AI to redefine customer success and boost NRR
See the details
16:45
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
17:00
Exhibition & networking
Networking happy hour
See the details
What's on
Main stage
Exhibition & networking
Workshops
September 24
September 24
September 24
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
09:15
Main stage
The Evolution of Customer Leadership: Building Strategic Influence in an Era of Higher Expectations
Natalie Wolf, GTM Leadership, Anthropic
See the details
09:45
Main stage
One customer relationship, everywhere: Unifying the enterprise post-sale experience
Ava O'Neill, Founding Product Manager, Pylon
See the details
10:15
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
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
Protect GRR, Accelerate NRR: The AI Operating Model for the Future of Retention
Brent Krempges, Chief Customer Officer, Gainsight
See the details
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
See the details
11:45
Workshops
Interactive workshop | Customer Education in the Agentic Era
Frances Kleven, Senior Director of Core Customer Experience, Learnupon
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main stage
Implementation: The CS Metrics That Are Decided Before Go-Live
Rakesh Vaddadi, CEO & Co- Founder, Beacon
See the details
14:00
Main stage
Panel | The org you inherit vs the org you need: Restructuring the customer function without breaking it
Melissa Goldstein, Vice President of Customer Success, Mastercard
Karen Lazarou, Head of Customer Success, Amdocs
Benjamin Stidham, Vice President of Account Management, CivicPlus
Eddy Chen, Vice President of Customer Success, Edge
See the details
14:45
Main stage
The story behind the metrics: Turning customer data into customer understanding
Brady Tengberg, Head of Client Success and Services, Clozd
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
From delivery org to value engine: What it actually takes to scale without scaling headcount
Ramya Sugumar, Vice President, Customer Experience, Braze
See the details
16:15
Main stage
Harnessing agentic AI to redefine customer success and boost NRR
See the details
16:45
Main stage
Chairperson closing remarks
Kristi Faltorusso, Chief Customer Officer, Kristi Faltorusso
See the details
17:00
Exhibition & networking
Networking happy hour
See the details

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