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Event starts in:
25

days :

16

: hours :

13

minutes

5

until the summit

March 10 & 11, 2026
Convene
360 Madison Avenue
New York

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our agenda

Your ticket also provides access to all sessions at our co-located Customer Support and Customer Marketing Summits.

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What's on
March 10
March 11
March 10
March 10
09:00
Customer Success Summit
Chairperson opening remarks
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09:15
Customer Success Summit
Fireside chat | Owning the voice of the customer: Why CSMs should lead the CAB
Sam Morovati, Director, Customer Success, Slack
Madison Hall, Sr Director, Customer Success, RingCentral
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09:15
Customer Support Summit
Rewriting the support playbook: Turning data, signals, and insights into proactive action
Joep Everts, SVP, Customer Support, Elsevier
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09:45
Customer Success Summit
The story behind the metrics: Turning customer data into customer understanding
Cam Turnbow, VP of Customer Success, Clozd
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09:45
Customer Support Summit
Readiness check: Preparing teams and data for AI chatbot success
Megan O'Donoghue, VP, Global Support, Bazaarvoice
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10:15
Customer Success Summit
Data is your CS superpower: Tracking and acting on key insights
Sandro Lubas, Director of Customer Success Ops and Analytics, Mastercard
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10:15
Customer Support Summit
Fireside chat | Cultures that keep: Investing in the people behind exceptional support
Nancy Coluccio Kennedy, Head, Customer Fulfillment, NA, Sanofi
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10:45
Exhibition & networking
Coffee break
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11:15
Customer Success Summit
Don’t panic! Scaling customer success without the awkward breakup
Joshua Pritchett, Director of Scaled Customer Success, Okta
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11:15
Customer Support Summit
Beyond resolutions: How support teams drive customer experience through data
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11:45
Customer Success Summit
Do your customer programs drive success, or just check a box?
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11:45
Customer Support Summit
Developing your global support playbook: Consistency, autonomy, and excellence
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12:15
Customer Success Summit
Stealth to scale: How to build a strategic CS function
Willa Howe, Director of Customer Success, Boston Dynamics
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12:15
Customer Support Summit
Interactive roundtables | Mastering internal team dynamics
Raymond Otero, Director, Global Customer Experience (GCX) - Strategic Programs, Microsoft
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12:45
Exhibition & networking
Lunch
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13:45
Customer Success Summit
Panel | CS cross-functional diplomacy 101: Herding cats across departments
Cinthia Silva, Customer Success Account Director, Global Relay
Christopher Kocher, Regional Head of Customer Success, Financial Times
Kyle Nielson, Global Head of Customer Success, PodPlay Technologies
MunMun Malik, Vice President, Customer Success Operations, PTC
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14:00
Customer Support Summit
Panel | Closing the loop: Turning support insights into product innovation
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
AJ Vaughn, Sr Director of Support, Restaurant365
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
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14:30
Customer Success Summit
Interactive session | CS confessions: Vent, share, solve
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14:45
Customer Support Summit
Moments that matter: Empowering support teams to become LTV multipliers
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
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15:15
Exhibition & networking
Coffee break
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15:45
Customer Success Summit
How B2B success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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15:45
Customer Support Summit
The next evolution of support: From problem solvers to value drivers
Miguel Alfaro, VP Customer Success & Head of Global Support, Blackbaud
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16:15
Customer Success Summit
Panel | AI isn’t a magic wand: How to make it actually work for you
Senthil Kumar, Vice President of Customer Success, Thomson Reuters
Emily Brennan, Senior Director, Customer Experience, Infor
Chris Colaitis, Director, Customer Success, Qualtrics
Denise Santos, Customer Success Senior Director - Americas, PTC
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16:15
Customer Support Summit
Hidden gems of customer support: Unlocking the untapped expertise of your support team
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17:00
Customer Success Summit
Chairperson closing remarks
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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March 11
09:00
Customer Success Summit
Chairperson opening remarks
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09:15
Customer Success Summit
Making CS a strategic partner: The road to $10B in delivered customer value
Justin Hester, Vice President of Customer Value, Insights, & Industries, Cognite
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09:15
Customer Support Summit
Ultrafast, unforgettable: Designing a support model where AI and humans thrive together
Thiago D. Garcia, VP, Customer Experience, VTEX
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09:45
Customer Success Summit
Boldly going beyond retention: Reimagine the revenue frontier
De'Edra Williams, Chief Customer Officer
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09:45
Customer Support Summit
Fireside chat | The power of prevention: Designing a support model that reduces issues before they happen
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10:15
Exhibition & networking
Coffee break
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10:45
Customer Success Summit
When one CSM isn’t enough: How role specialization transforms mid-market customer experience
Andrew Syring, Director, Customer Success, CompanyCam
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10:45
Customer Support Summit
Building the future of support: Operating models, metrics, and momentum for AI transformation
Anuj Pandey, Sr Director, Technology Strategy and Operations, Customer Experience, Microsoft
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11:15
Customer Success Summit
Leading customer success with impact: From strategy to results
Aishwarya Jain, Customer Success Director, J.P. Morgan
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11:15
Customer Support Summit
Panel | AI that works for everyone: Scaling support without sacrificing experience
Catharine Coleman, VP, Global Technical Support, Netwrix Corporation
Jyotiram Pasupalak, VP, Customer Support Delivery, NetApp
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11:45
Customer Success Summit
Interactive roundtable discussion: A deep dive into churn management
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12:00
Customer Support Summit
Interactive roundtables | The biggest challenges facing support teams today
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12:30
Exhibition & networking
Lunch
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13:30
Customer Success Summit
Panel | CS as the secret sales department: Mastering expansion without the hard sell
Hunter Spector, Head of Customer Success, Fiserv
Kelley Johnson, Strategic Senior Customer Success Manager, Schneider Electric
Inga Orlova, Director, Customer Success, Epsilon
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13:45
Customer Support Summit
Panel | From cost center to growth engine: Proving the revenue power of support
Sarah Baker, Sr Director, Customer Experience, TodayTix
Sarah Sherwood, Vice President, Customer Success & Support, Typeform
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14:15
Customer Success Summit
Summit wrapped: 10 takeaways from today, 10 actions for tomorrow
David "B" Fisher, Director, Engagement Management - Professional Services, Salesforce
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14:30
Customer Support Summit
Redefining success: KPIs for human-AI collaboration in customer support
Laxmin Upadhya, Head of Digital Customer Experience, S&P Global
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14:45
Customer Success Summit
Chairperson closing remarks
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15:00
Customer Support Summit
Turning complaints into gold: Leveraging customer insights to improve products
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Get your ticket

for the summit

We’re bringing together the brightest minds in customer success for two days of unrivaled networking, learning, and discussion so you can:

- Identify gaps, pressure-test your approach, and unlock fresh perspectives to solve your biggest challenges.

- Sharpen your competitive edge with the most effective retention, expansion, and churn reduction strategies.

- Exchange ideas, share experiences, and build relationships with other CS leaders to skip years of trial and error.

New York
March 10 & 11, 2026

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