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Event starts in:
12

days :

11

: hours :

24

minutes

55

until the summit

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

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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.

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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
Exhibition & Networking
Welcome breakfast & registration
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09:00
Main stage: Customer Success Summit
Chairperson opening remarks
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09:00
Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
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09:15
Main stage: Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
Shawn White, Sr Vice President, Global Customer Experience, Dynatrace
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Strategic CS
09:15
Customer Support Summit
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
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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
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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
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10:15
Main stage: Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
Maranda Dziekonski, Chief Customer Officer, Fexa
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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
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10:45
Exhibition & Networking
Coffee break
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11:15
Main stage: Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
Jen Gussman, Director, Customer Success Account Management, Microsoft
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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
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11:45
Main stage: Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
Parry Bedi, Co-founder and CEO, Tingono
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AI-powered CS
11:45
Customer Support Summit
Global support, unified vision: Balancing regional autonomy with international excellence
Jamie Farinos, Sr Director, Global Support Strategy & Operations, HashiCorp
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12:15
Main stage: Customer Success Summit
Build your value story: Interactive workshop for CSMs
Craig Woods, Senior Director of Customer Success, SurveyMonkey
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Strategic CS
12:15
Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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12:45
Exhibition & Networking
Lunch break
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13:45
Main stage: Customer Success Summit
Panel: Breaking silos - Enabling value exchange across CS, product, and sales
Nolan Williams, Director, Customer Success, Reputation
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
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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
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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
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14:30
Main stage: Customer Success Summit
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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AI-powered CS
14:30
Customer Support Summit
Interactive roundtable discussions
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14:30
Customer Support Summit
Breakout workshop - Beyond headcount: Scaling support with intentional AI and strong foundations
Kenji Hayward, Sr Director, Customer Support, Front
Kevin Yang, Head of AI, Front
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15:00
Exhibition & Networking
Coffee break
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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
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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
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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
Patrick Flanagan, Strategic Account Specialist, Oracle NetSuite
Nick Thomas, Head of North American Customer Solutions, AWS
Anthony Galleran, Manager, Technical Support, Front
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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
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16:45
Main stage: Customer Success Summit
Customer Success Collective awards and closing remarks
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16:45
Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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17:05
Exhibition & Networking
Happy hour networking drinks
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September 17
08:00
Exhibition & Networking
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
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09:15
Main stage: Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
Jacob Flannigan, Director, Customer Success, eightfold.ai
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Strategic CS
09:15
Customer Support Summit
Proactive by design: Deploying AI and predictive analytics to transform support
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
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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
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Strategic CS
10:15
Exhibition & Networking
Coffee break
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10:15
Customer Support Summit
The Executive Briefing: From Escalation to Strategic Insight
Cory Edmonds, VP, Customer Experience - Resource Planning, PowerSchool
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10:45
Main stage: Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
Patrick Shields, Director of Customer Success, Informa
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Strategic CS
11:15
Main stage: Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
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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
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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
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Growth, Talent & Leadership
11:45
Customer Support Summit
Fireside chat - 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
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12:15
Customer Support Summit
The Support Concierge: Leveraging AI to Anticipate Needs
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
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12:30
Exhibition & Networking
Lunch break
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12:45
Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
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13:30
Main stage: Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
Mily Hoi, Former Head of Customer Success, Walmart
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Strategic CS
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
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Growth, Talent & Leadership
14:15
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
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14:45
Main stage: Customer Success Summit
Interactive roundtables: Foundations of strategic CS
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Strategic CS
15:00
Customer Support Summit
AI runs on clean data: Laying the foundation for smarter support
Scott Wilder, Head of Digital Self-Serve, LastPass
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15:15
Main stage: Customer Success Summit
Chairperson closing remarks
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15:30
Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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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

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