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Event starts in:
27

days :

6

: hours :

27

minutes

9

until early bird prices rise

November 18 & 19, 2026
Sheraton Grand Chicago Riverwalk
301 East North Water Street
Chicago

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agenda

Full 2026 agenda coming soon.

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What's on
November 18
November 19
November 18
November 18
08:00
Exhibition & networking
Registration & networking breakfast
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
From white-glove to scalable: Evolving CS without losing quality
John Johnson, Vice President, Revenue and Success, Vibes
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09:45
Main stage
Practical AI for customer success: Organize, scale, and lead better
Lauren Mimms, Senior Director of Client Success, Garner Health
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10:15
Main stage
Customer success through change: Protecting growth, retention, and team stability
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10:45
Exhibition & networking
Coffee break
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11:15
Main stage
High-touch in the age of AI: Using AI to elevate enterprise customer success
Kayla Kurtz-Plutko, Director, Customer Success, Kalibrate
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11:45
Main stage
How success teams are actually using AI to win
Marty Kausas, Co-Founder & CEO, Pylon
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12:15
Main stage
CS leadership playbook: Build a team that scales, owns revenue and gets seen
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12:45
Exhibition & networking
Lunch
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13:45
Main stage
Panel | Gen AI, agentic AI, and the CSM job description no one's updated yet
Craig Kaplan, Customer Success Director, Silverfort
Randall Hulme, Director of Customer Success, Qualtrics
Lynn Pietryga, VP, Customer Success, Arist
Emily Clements, Vice President of Customer Success, Draiver
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14:30
Main stage
Workshop | From metrics to meaning: CS ROI working session
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
From customer health to customer growth: The role of adoption
Cameron Hector, Director of Customer Success, Product Adoption, Salesforce
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16:15
Main stage
Panel | Customer revenue operations: When CS becomes predictive
Anel Kurtovic, Strategic Account Director, Global Relay
Steve Sandison, Director, Customer Success - Finance & Insurance Vertical, Dun & Bradstreet
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17:00
Main stage
Chairperson closing remarks
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17:00
Exhibition & networking
Happy hour
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November 19
08:00
Exhibition & networking
Registration & networking breakfast
See the details
09:00
Main stage
Chairperson opening remarks
See the details
09:15
Main stage
Build vs. buy has reached your customers: How to fight back against AI-driven customer risk
Kurt Haberkamp, Global Head of Customer Success, UL Solutions
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09:45
Main stage
Operational excellence is not efficiency: How CS leaders build capability at scale
Phil Knight, Director, Client Success, Optiv
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10:15
Exhibition & networking
Coffee break
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10:45
Main stage
CS as a strategic partner: Where client trust meets business growth
Kylee Ambri, Client Success Director, CareATC
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11:15
Main stage
From red to renewal: A CS turnaround playbook
Eddie Tellez, Director, Customer Success, Exiger
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11:45
Main stage
Speed networking session
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12:30
Exhibition & networking
Lunch
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13:30
Main stage
Panel | The CS revenue ledger: Proving impact in GRR, NRR, and expansion
Asid Rafiq, Vice President of Customer Success, Retail Insight
Yongli Deng, Vice President of Customer Success, CADDi
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14:15
Main stage
From trust to growth: How CSMs Expand Revenue without a sales pitch
Laura Allessi, Director of Customer Success, NuvemRx
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14:45
Main stage
Chairperson closing remarks
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Early bird tickets

are live (but limited)

CS has become a revenue driver, and new tech means you can scale without adding headcount. The real question is which workflows to automate and which to keep human, because retention still runs on relationships.

You'll leave the summit with the frameworks, metrics, and strategies to:

- Own revenue outcomes you don't fully control by driving NRR and expansion

- Use predictive analytics and automation to detect churn signals and expansion opportunities while keeping customer relationships human

- Translate CS impact into language executives care about so you earn influence, budget, and headcount

Chicago
November 18 & 19, 2026

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