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Event starts in:
48

days :

9

: hours :

22

minutes

44

until the summit

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

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agenda

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What's on
workshop room
AI for Support room
Main stage: Customer Success Summit
Exhibition & Networking
Workshop track
September 22
September 23
September 22
September 22
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
See the details
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
See the details
10:15
Main stage: Customer Success Summit
Customer success through change: Protecting growth, retention, and team stability
Alberto Rocha, Regional Director, Customer Success, Udemy
See the details
10:45
Exhibition & Networking
Coffee break
See the details
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
See the details
11:15
Workshop track
Building a digital customer success engine
Kevin Cai, Global Lead, Digital Customer Success, Notion
See the details
11:45
Main stage: Customer Success Summit
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Main stage: Customer Success Summit
From mid-market to enterprise: Redesigning post-sales for scale
Miguel Montoya, Director, Customer Success, Webflow
See the details
12:15
Workshop track
Turning customer support conversations into faster, smarter decisions
Cole Brummund, GTM, Rippit
Daniel Walsh, Enterprise Account Executive, Rippit
See the details
12:45
Exhibition & Networking
Lunch break
See the details
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
See the details
13:45
Workshop track
The art of value storytelling: Executive conversations that drive renewals
Paris Good, Director of Customer Success, Planet
Monica Schmalenberger, Senior Value Architect, Customer Success, Planet
See the details
14:30
Main stage: Customer Success Summit
Workshop | From metrics to meaning: CS ROI working session
See the details
14:30
Workshop track
Increase your visibility: How to advocate for yourself in CS
Jen Gussman, Director, Customer Success Account Management, Microsoft
See the details
15:15
Exhibition & Networking
Coffee break
See the details
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
See the details
15:45
Workshop track
Dynamic health scores: Turn signals into actions
Harita Salvi, Senior Director, Global Customer Success, Jumpcloud
See the details
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
Julie Mullins, Former Director, Digital Customer Experience, Cloudflare
See the details
17:00
Main stage: Customer Success Summit
Closing remarks
See the details
17:05
Exhibition & Networking
Happy hour networking drinks
See the details
September 23
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
See the details
09:15
Main stage: Customer Success Summit
From hand-off to co-ownership: CS and sales in a converging revenue motion
See the details
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
See the details
10:15
Exhibition & Networking
Coffee break
See the details
10:45
Main stage: Customer Success Summit
Driving customer adoption of AI-powered product features
Elena Makower, Director, Customer Success, Thomson Reuters
See the details
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
See the details
11:45
Main stage: Customer Success Summit
Workshop | Tech stack rationalization: To build, buy, or consolidate?
See the details
12:00
Workshop track
Don’t get left behind by AI: Practical steps to stay relevant and thrive
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
See the details
AI for Support room
12:00
Workshop track
AI-powered decision support systems: Helping support teams make smarter decisions faster
Tomek Krajewski, Director, Technical Support, Rapid7
See the details
workshop room
12:30
Exhibition & Networking
Lunch break
See the details
13:30
Main stage: Customer Success Summit
From data to decisions: Building predictive health scores that actually drive action
See the details
13:45
Workshop track
Scaling contact centre efficiency while protecting customer experience
Patrick McConnell, Sr Director, Product Ops & Support, Shipt
See the details
AI for Support room
13:45
Workshop track
Synthetic customers in action: Using AI personas to transform support training
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
See the details
workshop room
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
Medha Rangnekar, Senior Director, Customer Success, Thales Cybersecurity
See the details
14:30
Workshop track
The human + AI org chart: Designing the support team of the future
Jimmy Maher, Head of Customer Support and Education, Kong
Alec Daniello, Director, Technical Support Engineering, Kong
See the details
AI for Support room
14:30
Workshop track
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
See the details
workshop room
14:45
Main stage: Customer Success Summit
Chairperson closing remarks
See the details
What's on
workshop room
AI for Support room
Main stage: Customer Success Summit
Exhibition & Networking
Workshop track
September 22
September 23
September 22
September 22
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
See the details
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
See the details
10:15
Main stage: Customer Success Summit
Customer success through change: Protecting growth, retention, and team stability
Alberto Rocha, Regional Director, Customer Success, Udemy
See the details
10:45
Exhibition & Networking
Coffee break
See the details
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
See the details
11:15
Workshop track
Building a digital customer success engine
Kevin Cai, Global Lead, Digital Customer Success, Notion
See the details
11:45
Main stage: Customer Success Summit
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Main stage: Customer Success Summit
From mid-market to enterprise: Redesigning post-sales for scale
Miguel Montoya, Director, Customer Success, Webflow
See the details
12:15
Workshop track
Turning customer support conversations into faster, smarter decisions
Cole Brummund, GTM, Rippit
Daniel Walsh, Enterprise Account Executive, Rippit
See the details
12:45
Exhibition & Networking
Lunch break
See the details
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
See the details
13:45
Workshop track
The art of value storytelling: Executive conversations that drive renewals
Paris Good, Director of Customer Success, Planet
Monica Schmalenberger, Senior Value Architect, Customer Success, Planet
See the details
14:30
Main stage: Customer Success Summit
Workshop | From metrics to meaning: CS ROI working session
See the details
14:30
Workshop track
Increase your visibility: How to advocate for yourself in CS
Jen Gussman, Director, Customer Success Account Management, Microsoft
See the details
15:15
Exhibition & Networking
Coffee break
See the details
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
See the details
15:45
Workshop track
Dynamic health scores: Turn signals into actions
Harita Salvi, Senior Director, Global Customer Success, Jumpcloud
See the details
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
Julie Mullins, Former Director, Digital Customer Experience, Cloudflare
See the details
17:00
Main stage: Customer Success Summit
Closing remarks
See the details
17:05
Exhibition & Networking
Happy hour networking drinks
See the details
September 23
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
See the details
09:15
Main stage: Customer Success Summit
From hand-off to co-ownership: CS and sales in a converging revenue motion
See the details
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
See the details
10:15
Exhibition & Networking
Coffee break
See the details
10:45
Main stage: Customer Success Summit
Driving customer adoption of AI-powered product features
Elena Makower, Director, Customer Success, Thomson Reuters
See the details
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
See the details
11:45
Main stage: Customer Success Summit
Workshop | Tech stack rationalization: To build, buy, or consolidate?
See the details
12:00
Workshop track
Don’t get left behind by AI: Practical steps to stay relevant and thrive
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
See the details
AI for Support room
12:00
Workshop track
AI-powered decision support systems: Helping support teams make smarter decisions faster
Tomek Krajewski, Director, Technical Support, Rapid7
See the details
workshop room
12:30
Exhibition & Networking
Lunch break
See the details
13:30
Main stage: Customer Success Summit
From data to decisions: Building predictive health scores that actually drive action
See the details
13:45
Workshop track
Scaling contact centre efficiency while protecting customer experience
Patrick McConnell, Sr Director, Product Ops & Support, Shipt
See the details
AI for Support room
13:45
Workshop track
Synthetic customers in action: Using AI personas to transform support training
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
See the details
workshop room
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
Medha Rangnekar, Senior Director, Customer Success, Thales Cybersecurity
See the details
14:30
Workshop track
The human + AI org chart: Designing the support team of the future
Jimmy Maher, Head of Customer Support and Education, Kong
Alec Daniello, Director, Technical Support Engineering, Kong
See the details
AI for Support room
14:30
Workshop track
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
See the details
workshop room
14:45
Main stage: Customer Success Summit
Chairperson closing remarks
See the details
What's on
workshop room
AI for Support room
Main stage: Customer Success Summit
Exhibition & Networking
Workshop track
September 22
September 23
September 22
September 22
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
See the details
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
See the details
10:15
Main stage: Customer Success Summit
Customer success through change: Protecting growth, retention, and team stability
Alberto Rocha, Regional Director, Customer Success, Udemy
See the details
10:45
Exhibition & Networking
Coffee break
See the details
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
See the details
11:15
Workshop track
Building a digital customer success engine
Kevin Cai, Global Lead, Digital Customer Success, Notion
See the details
11:45
Main stage: Customer Success Summit
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Main stage: Customer Success Summit
From mid-market to enterprise: Redesigning post-sales for scale
Miguel Montoya, Director, Customer Success, Webflow
See the details
12:15
Workshop track
Turning customer support conversations into faster, smarter decisions
Cole Brummund, GTM, Rippit
Daniel Walsh, Enterprise Account Executive, Rippit
See the details
12:45
Exhibition & Networking
Lunch break
See the details
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
See the details
13:45
Workshop track
The art of value storytelling: Executive conversations that drive renewals
Paris Good, Director of Customer Success, Planet
Monica Schmalenberger, Senior Value Architect, Customer Success, Planet
See the details
14:30
Main stage: Customer Success Summit
Workshop | From metrics to meaning: CS ROI working session
See the details
14:30
Workshop track
Increase your visibility: How to advocate for yourself in CS
Jen Gussman, Director, Customer Success Account Management, Microsoft
See the details
15:15
Exhibition & Networking
Coffee break
See the details
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
See the details
15:45
Workshop track
Dynamic health scores: Turn signals into actions
Harita Salvi, Senior Director, Global Customer Success, Jumpcloud
See the details
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
Julie Mullins, Former Director, Digital Customer Experience, Cloudflare
See the details
17:00
Main stage: Customer Success Summit
Closing remarks
See the details
17:05
Exhibition & Networking
Happy hour networking drinks
See the details
September 23
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage: Customer Success Summit
Chairperson opening remarks
See the details
09:15
Main stage: Customer Success Summit
From hand-off to co-ownership: CS and sales in a converging revenue motion
See the details
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
See the details
10:15
Exhibition & Networking
Coffee break
See the details
10:45
Main stage: Customer Success Summit
Driving customer adoption of AI-powered product features
Elena Makower, Director, Customer Success, Thomson Reuters
See the details
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
See the details
11:45
Main stage: Customer Success Summit
Workshop | Tech stack rationalization: To build, buy, or consolidate?
See the details
12:00
Workshop track
Don’t get left behind by AI: Practical steps to stay relevant and thrive
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
See the details
AI for Support room
12:00
Workshop track
AI-powered decision support systems: Helping support teams make smarter decisions faster
Tomek Krajewski, Director, Technical Support, Rapid7
See the details
workshop room
12:30
Exhibition & Networking
Lunch break
See the details
13:30
Main stage: Customer Success Summit
From data to decisions: Building predictive health scores that actually drive action
See the details
13:45
Workshop track
Scaling contact centre efficiency while protecting customer experience
Patrick McConnell, Sr Director, Product Ops & Support, Shipt
See the details
AI for Support room
13:45
Workshop track
Synthetic customers in action: Using AI personas to transform support training
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
See the details
workshop room
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
Medha Rangnekar, Senior Director, Customer Success, Thales Cybersecurity
See the details
14:30
Workshop track
The human + AI org chart: Designing the support team of the future
Jimmy Maher, Head of Customer Support and Education, Kong
Alec Daniello, Director, Technical Support Engineering, Kong
See the details
AI for Support room
14:30
Workshop track
Voice AI: Auditing the customer conversation experience
Sreshta Ramdaspalli, Lead Product Manager, PayPal
See the details
workshop room
14:45
Main stage: Customer Success Summit
Chairperson closing remarks
See the details

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