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Event starts in:
59

days :

3

: hours :

3

minutes

38

until early bird rates end

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
Owning the voice of the customer: Why CSMs should lead the CAB
Sam Morovati, Director, Customer Success, Slack
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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
First impressions that last: Making onboarding your competitive edge
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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
Boldly going beyond retention: Reimagine the revenue frontier
De'Edra Williams, Chief Customer Officer, Deep How
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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
Empower, align, succeed: The modern CS leader’s guide
Aishwarya Jain, Customer Success Director, J.P. Morgan
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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
Caroline Lee, Global Vice President, Customer Success, Fireblocks
Madelyn DePrey, Global Vice President of Customer Success, Aircall
Cinthia Silva, Customer Success Account Director, Global Relay
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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
404 customer success team not found? Let’s fix that!
Willa Howe, Director of Customer Success, Boston Dynamics
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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 | AI, Digital Transformation & Customer Value Creation, 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, Principal, Customer Experience Director, Infor
Chris Colaitis, Director, Customer Success, Qualtrics
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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
Fireside chat: Maturing customer success through the growth journey - startups to enterprises
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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
Customer enablement uncovered - Strategies for increasing adoption
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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
Don’t panic! How to tell customers they’re losing their CSM
Joshua Pritchett, Director of Scaled Customer Success, Okta
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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
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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
What CS Ops can teach CS: Reactive to proactive to predictive
MunMun Malik, Vice President, Customer Success Operations, PTC
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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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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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