SpeakersAgendaWhy attendPartnersVenue
Locations ▼
Text here
Text here
Sign In
Register
SpeakersAgendaWhy attendPartnersVenue
Locations ▼

Get invited

Register

Request to partner

Register

Event starts in:
0

days :

0

: hours :

0

minutes

0

until the summit

September 16 & 17, 2025
Hyatt Regency San Francisco Airport
1333 Old Bayshore Highway
Burlingame

View the
agenda

Your ticket provides Access All Areas to both Customer Success and Customer Support Summits. Use the tag toggle to view the other track and filter the agenda by topic.

Sponsor

Download brochure

Get your ticket

What's on
Strategic CS
AI-powered CS
Growth, Talent & Leadership
Main stage: Customer Success Summit
Exhibition & Networking
Customer Support Summit
September 16
September 17
September 16
September 16
08:00
Main stage: Customer Success Summit
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
See the details
09:00
Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details
09:15
Main stage: Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
Shawn White, Sr Vice President, Global Customer Experience, Dynatrace
See the details
Strategic CS
09:15
Customer Support Summit
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
See the details
09:45
Main stage: Customer Success Summit
From AI helpers to autonomous CS agents: Your roadmap to true scale
Josh Schachter, Senior Vice President Atlas, Gainsight
See the details
AI-powered CS
09:45
Customer Support Summit
Strong foundations, smarter scale: A modern framework for support teams
Kenji Hayward, Sr Director, Customer Support, Front
See the details
10:15
Main stage: Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
Maranda Dziekonski, Chief Customer Officer, Fexa
See the details
Growth, Talent & Leadership
10:15
Customer Support Summit
Fireside chat - From scripts to strategy: Empowering your customer support team
Brian Rule, Regional Director, Support, SmartRecruiters
Nate Erisman, Director, Customer Support, Scout Motors
See the details
10:45
Exhibition & Networking
Coffee break
See the details
11:15
Main stage: Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
Jen Gussman, Director, Customer Success Account Management, Microsoft
See the details
Strategic CS
11:15
Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Rahat Nehal, VP Global Support, Rapid7
Dr. Alon Talmor, CEO & Founder, Ask-AI
See the details
11:45
Main stage: Customer Success Summit
Build your value story: Interactive workshop for CSMs
Craig Woods, Senior Director of Customer Success, SurveyMonkey
See the details
Strategic CS
11:45
Customer Support Summit
Global support, unified vision: Balancing regional autonomy with international excellence
Jaime Farinos, Sr Director, Global Support Strategy & Operations, HashiCorp
See the details
12:15
Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:45
Exhibition & Networking
Lunch break
See the details
13:45
Main stage: Customer Success Summit
Panel: Breaking silos - Enabling value exchange across CS, product, and sales
Nolan Williams, Director, Customer Success, Foureyes
Stephen Beck, Global Vice President of Customer Success, Wind River
Bianca Ker, Vice President of Client Success, Later
Eddy Chen, Vice President of Customer Success, Edge
Steve Wood, Co-Founder, Noded AI
See the details
Strategic CS
13:45
Customer Support Summit
Panel: Support that scales - The evolution of customer support from start-up to growth stage
Péroline Moran, Former Global Director, Customer Experience, HiBob
Mike Davis, Sr. Director, Global Technical Support, Planet
Bhagya Sodem, Head of Customer Support, Services, Customer Education & Sales Engineering, Clever Inc.
Simon Rohrbach, Co-Founder & CEO, Plain
See the details
13:45
Customer Support Summit
Breakout workshop - From firefighting to foresight: Building a proactive customer success & support strategy
Nadav Kemper, Co-founder & CEO, Quack AI
See the details
14:30
Main stage: Customer Success Summit
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
AI-powered CS
14:30
Customer Support Summit
Interactive roundtable discussions
See the details
14:30
Customer Support Summit
Breakout workshop - Beyond headcount: Scaling support with intentional AI and strong foundations
Kevin Yang, Head of AI, Front
See the details
15:00
Exhibition & Networking
Coffee break
See the details
15:30
Main stage: Customer Success Summit
AI‑powered autonomous customer org: Turning customer success into a self‑driving engine
Shachar Avrahami, Vice President Product & Strategy, EverAfter
See the details
AI-powered CS
15:45
Customer Support Summit
The customer support leader's toolkit: How to build teams, trust, and tangible results
Hilary Newman, Head of Global Support, Benchling
See the details
16:00
Main stage: Customer Success Summit
Panel: How CS teams are winning with AI (and tactics you can actually steal)
Ishan Gupta, Former VP of Customer Success, Paper
Nick Thomas, Head of North American Customer Solutions, AWS
Haille Trimboli, Associate Director, Customer Success, Harvard Business Impact
See the details
AI-powered CS
16:15
Customer Support Summit
Turning metrics into momentum: understanding NPS, CSAT and more to strategically improve your support team
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
See the details
16:45
Main stage: Customer Success Summit
Closing remarks
See the details
16:45
Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
See the details
17:05
Exhibition & Networking
Happy hour networking drinks
See the details
September 17
08:00
Main stage: Customer Success Summit
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
See the details
09:00
Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details
09:15
Main stage: Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
Jacob Flannigan, Director, Customer Success, eightfold.ai
See the details
Strategic CS
09:15
Customer Support Summit
Mind Over Machine: Empower Your Org for AI
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
See the details
09:45
Main stage: Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
Mary Lee, Vice President, Customer Success, Global Relay
See the details
Strategic CS
09:45
Customer Support Summit
Through the Eyes of Hundreds of Companies: How modern teams are reconfiguring support with AI
Simon Rohrbach, Co-Founder & CEO, Plain
See the details
10:15
Exhibition & Networking
Coffee break
See the details
10:15
Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
See the details
10:45
Main stage: Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
Patrick Shields, Director of Customer Success, Informa
See the details
Strategic CS
11:15
Main stage: Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
See the details
Strategic CS
11:15
Customer Support Summit
Interactive roundtable discussions
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
Mike Davis, Sr. Director, Global Technical Support, Planet
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
See the details
11:45
Main stage: Customer Success Summit
Interactive workshop: Your CS growth lab: Turning today’s learnings into tomorrow’s moves
Jan Young, Chief Customer Officer
See the details
Growth, Talent & Leadership
12:00
Customer Support Summit
Panel - Support as strategy: Unlocking proactive solutions and strategic value from the front lines
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
Nicholas Lawlis, Sr. Director, Customer Care, Wesco
Anthony Galleran, Head of Technical Support Operations, Front
See the details
12:30
Exhibition & Networking
Lunch break
See the details
13:30
Main stage: Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
Mily Hoi, Former Head of Customer Success, Walmart
See the details
Strategic CS
13:45
Customer Support Summit
Panel - From tickets to traction: Connecting product decisions to customer reality
Kendra Gauntlett, VP, Product, Flexpress AI
Bhagya Sodem, Head of Customer Support, Services, Customer Education & Sales Engineering, Clever Inc.
Julie Keith, Sr Director, Customer Support, Gluware, Inc.
Sahil Yadav, Head of Software & AI (Senior Director, Product Management), AOI
See the details
14:00
Main stage: Customer Success Summit
Panel: Level up - Elevating core competencies in your CS team
Sara Noorzay, Director, Customer Success, Slack
Amy Hutmacher, Vice President of Customer Success, Ironclad
Tami Doss, Director, Client Success, SAP Concur
See the details
Growth, Talent & Leadership
14:30
Customer Support Summit
The Support Concierge: Leveraging AI to Anticipate Needs
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
Jay Gurudevan, Enterprise AI Product Leader, LinkedIn
See the details
14:45
Main stage: Customer Success Summit
Chairperson closing remarks
See the details
15:00
Customer Support Summit
AI runs on clean data: Laying the foundation for smarter support
Scott Wilder, Head of Digital Self-Serve, LastPass
See the details
15:30
Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
See the details

Get your ticket

for the summit

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

- Show customer value at every stage of customer journey to increase retention.

- Elevate your team's impact as a revenue-driver.

- Leverage the latest AI and automation tech for digital success.

- Prove your value as a CSM and embed customer-centricity across your organization.

San Francisco
September 16 - 17, 2025

Register

Useful links

Contact us

Privacy

made with Acara

Join the conversation