This highly interactive coaching experience gives Customer Success leaders and practitioners direct access to expert guidance on building and scaling effective CS career ladders. Instead of sitting through another presentation, attendees will join a hands-on working session led by one of two experienced Customer Success coaches: Mike Lemire or Rob Zambito. Together, Mike and Rob will guide participants through the core competencies, expectations, and growth paths that define great Customer Success work at every level—from individual contributor through senior leadership. Through practical exercises, peer discussion, and real-world frameworks, attendees will begin building a career ladder they can apply to their own teams and organizations. Participants will leave with a working competency framework and actionable ideas they can immediately use for career development, hiring, performance conversations, and organizational design. Coaches: Mike Lemire & Rob Zambito — Build your CS organization career ladder A hands-on session focused on creating a clear, scalable career ladder for Customer Success teams. Participants will explore the skills, behaviors, and competencies required at each level and use those insights to map growth paths for their teams and themselves. By the end of the session, attendees will have a practical framework they can take back and apply immediately.

Customer success teams are increasingly expected to drive new revenue, yet most lack a repeatable playbook for how to do it. This is a roll-up-your-sleeves workshop, not a lecture. We'll introduce the VALUE Model of Expansion, then work it live - you'll apply each stage to one of your own accounts in real time, pressure-test it against the room, and walk out with a play you can run Monday morning. Come with a real customer and a plausible expansion in mind; you'll leave with the first draft built. In this session, you'll: - Map a real account through the five stages of the VALUE Model, start to finish - Build a repeatable play for turning account signals into closed-won expansion - Draft and stress-test the discovery questions that uncover and validate customer pain - Practice linking customer outcomes to product value in language that lands - Workshop your toughest objection and leave with a rebuttal that holds