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Sara
Earnshaw
Senior Director, Customer Success
Ivanti
Sara is a seasoned customer success leader with a strong background in advertising, marketing, and technology. She has extensive experience driving customer engagement and digital transformation across diverse sectors—including retail, consumer goods, automotive, and technology—throughout North America, EMEA, and APAC. Currently serving as Senior Director of Customer Success at Ivanti, Sara previously spent over eight years at Salesforce, where she led international success initiatives and emerging product strategies. She is passionate about building high-performing teams, fostering customer-centric innovation, and delivering measurable business impact.
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03 December 2025 11:15 - 11:45
Who owns success when AI does the work? Mutual accountability in the agentic age
As AI takes on more of the work in customer success, the challenge isn’t just automation - it’s accountability. In this session, Sara Earnshaw explores how AI agents can strengthen, not erode, shared ownership of outcomes. Attendees will learn how to redefine accountability frameworks for the agentic era, design success plans that blend human strategy with AI precision, and leverage agents as dynamic accountability partners. You’ll leave with practical insights on how to balance human judgment and AI-driven governance to create more transparent, aligned, and scalable customer success practices.