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Event starts in:
48

days :

4

: hours :

40

minutes

4

until early bird rates end

September 22 & 23, 2026
Hyatt Regency San Francisco Airport
1333 Old Bayshore Highway
Burlingame

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the agenda

Your ticket also provides Access All Areas to our co-located tracks.

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What's on
September 22
September 23
September 22
September 22
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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09:15
Main stage: Customer Success Summit
From fragmentation to consistency: Standardising CS across a multi-entity org
Andrea Marroquin, Global Director of Customer Success Operations, Sage
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09:45
Main stage: Customer Success Summit
The next evolution of customer success: Moving from automation to agentic CX
Kaela Chandrasekaran, Director, Technical Solutions, Ada
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10:15
Main stage: Customer Success Summit
Customer success through change: Protecting growth, retention, and team stability
Alberto Rocha, Regional Director, Customer Success, Udemy
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10:45
Exhibition & Networking
Coffee break
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11:15
Main stage: Customer Success Summit
CS leadership playbook: Build a team that scales, owns revenue and gets seen
Shibani Mehta, Director, Scaled Customer Success, Docusign
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11:45
Main stage: Customer Success Summit
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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12:15
Main stage: Customer Success Summit
From mid-market to enterprise: Redesigning post-sales for scale
Miguel Montoya, Director, Customer Success, Webflow
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12:45
Exhibition & Networking
Lunch break
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13:45
Main stage: Customer Success Summit
Panel | Customer revenue operations: When CS becomes predictive
Aabhas Lal, Sr. Director, Customer Success, Saviynt
Sangita Ray, Director, Customer Success & AI Adoption, Writer
Courteney Stenberg, Sr. Director, Client Success, Wellhub
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14:30
Main stage: Customer Success Summit
Workshop | From metrics to meaning: CS ROI working session
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15:15
Exhibition & Networking
Coffee break
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15:45
Main stage: Customer Success Summit
Building the right CS foundations for an agentic future
Andrew Carothers, Global Head of Digital Customer Success, Proofpoint
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16:15
Main stage: Customer Success Summit
Panel | Agentic AI in CS: Who’s accountable when AI runs customer success?
Ryan Frijas, Director, Customer Success, AVEVA
Isha Bhardwaj, Regional Director, Customer Success, Udemy
Julie Mullins, Former Director, Digital Customer Experience, Cloudflare
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17:00
Main stage: Customer Success Summit
Closing remarks
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17:05
Exhibition & Networking
Happy hour networking drinks
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September 23
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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09:15
Main stage: Customer Success Summit
From hand-off to co-ownership: CS and sales in a converging revenue motion
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09:45
Main stage: Customer Success Summit
Keeping up with chaos: How CS teams actually use AI
Allie Yakovlev, Head of Customer Success, AI, Prolific
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10:15
Exhibition & Networking
Coffee break
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10:45
Main stage: Customer Success Summit
Driving customer adoption of AI-powered product features
Elena Makower, Director, Customer Success, Thomson Reuters
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11:15
Main stage: Customer Success Summit
Making customer value visible: The rise of outcome-led customer success
Alex Crawford, Customer Success Director, AVI-SPL
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11:45
Main stage: Customer Success Summit
Workshop | Tech stack rationalization: To build, buy, or consolidate?
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12:30
Exhibition & Networking
Lunch break
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13:30
Main stage: Customer Success Summit
From data to decisions: Building predictive health scores that actually drive action
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14:00
Main stage: Customer Success Summit
Panel | What CS skills will survive automation by 2030?
Sophia Kim, Director of Customer Success, Salesforce
Melissa Goldstein, Vice President of Customer Success, Mastercard
Jessica Wright, Head of Portfolio Customer Success, Asana
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14:45
Main stage: Customer Success Summit
Chairperson closing remarks
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for the summit

In your CS role, you're expected to scale, but adding headcount isn't an option. You're told to "use AI," but no one's showing you which workflows to automate without destroying the relationships that actually drive retention.

You'll leave the summit with the frameworks, metrics, and influence strategies to:

- Own revenue outcomes you don't fully control by driving NRR and expansion

- Use predictive analytics and automation to detect churn signals and expansion opportunities while keeping customer relationships human

- Translate CS impact into language executives care about so you earn influence, budget, and headcount

San Francisco
September 22 & 23, 2026

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