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September 04 & 05, 2024
San Francisco Marriott Marquis
780 Mission Street
San Francisco

Agenda

An agenda packed with groundbreaking keynotes, workshops, panel discussions and live podcast recordings.

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What's on
September 4
September 5
September 4
September 4
08:00
Main stage
Welcome breakfast & registration
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09:00
Main stage
Chairperson opening remarks
Emily Brennan, Principal, Customer Experience Director, RingCentral
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09:15
Main stage
The steps and gaps in the journey from customer success to customer centricity
Heidi Rhodes, Global Head of Customer Success, Meta
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09:45
Main stage
Panel discussion: Meeting your CFO's pressure, and efficiently enabling successful outcome delivery
Briana Dominguez, VP, Customer Success, Trace
Wouter Hoeberechts, VP, Sales, Apisero
Jeff Beaumont, Senior Director, Worldwide Customer Success Operations, GitLab
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10:30
Main stage
Coffee break
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11:00
Main stage
How customer success organizations of any size can support enterprise customers
David "B" Fisher, Senior Principal CSM, Slack
Annie Dean, CEO & Co-founder, Recast Success
Hally Darnell, Director, Demand Generation, Vitally
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11:30
Main stage
Panel discussion: Scaling CS - providing outstanding customer experience 'en masse'
Lauren Costella, Chief Customer Officer, Dental Intelligence
Mary Lee, VP, Customer Success, Global Relay
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12:00
Main stage
Leveraging onboarding to drive customer success
Harris Clarke, Chief Operating Officer, GUIDEcx
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12:30
Main stage
Building customer-focused companies: unlocking rapid growth with data-driven principles
Dutta Satadip, Chief Customer Officer, ActiveCampaign
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13:00
Main stage
Lunch
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14:00
Main stage
Roundtable discussions: an open problem solving session
Heidi Rhodes, Global Head of Customer Success, Meta
Lauren Locke-Paddon, VP, Customer Success, Vocal Video
Dutta Satadip, Chief Customer Officer, ActiveCampaign
Briana Dominguez, VP, Customer Success, Trace
Melissa McMillan, VP, Customer Success, Screencastify
Rob Schmeltzer, Former VP, Customer Success, RiskOptics
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15:00
Main stage
Plateauing on customer value kills growth: how to use recurring impact instead
Mark Kosoglow, Chief Revenue Officer, Catalyst
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15:30
Main stage
Coffee break
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16:00
Main stage
Panel discussion: CS vs sales vs product - cross-functional best (and worst) practices to power retention & growth
Lauren Locke-Paddon, VP, Customer Success, Vocal Video
Emily Garza, Head of Customer Engagement, Unit21
Lauren Salanitro, Manager, Customer Success; Co-founder, Women of Customer Success, Cascade
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16:45
Main stage
Closing remarks
Emily Brennan, Principal, Customer Experience Director, RingCentral
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17:00
Main stage
Happy hour networking drinks
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September 5
08:00
Main stage
Welcome breakfast & registration
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09:00
Main stage
Chairperson opening remarks
Peter Eisenman, VP, Customer Success, Fountain
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09:15
Main stage
The evolution of next-gen customer success
Carlos Quezada, VP, Customer Experience Strategy, Automation & Enablement, Hewlett Packard Enterprise
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09:45
Main stage
Harnessing customer feedback to drive product improvements
Radha Penekelapati, VP, Customer Success, Cruise
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10:15
Main stage
Panel discussion: To VP, C-suite and beyond - success stories in career progression
Laura Rey-Herme, VP, Customer Success, Salesforce
Rob Schmeltzer, Former VP, Customer Success, RiskOptics
Melissa McMillan, VP, Customer Success, Screencastify
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11:00
Main stage
Coffee break
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11:30
Main stage
Fireside chat: Building exceptional teams, and an environment people want to stay part of
Leilani Carbonell, VP, Customer Success, Americas, Nium
Julie Ziegler, Senior Manager, Customer Success, Chorus Innovations
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12:00
Main stage
Panel discussion: From data to insight - revolutionizing customer success with AI & machine learning
Lauren Kennedy, Head of Customer Success, Glean
Nick Chang, Vice President, Global Customer Success, Aryaka
Ron Kashani, Director, Customer Success, DealHub
Carol Patel, Head of Global Enablement Operations, Confluent
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12:30
Main stage
Aligning org-wide initiatives through CS Ops
Roger Mendez, Global Lead, Customer Success Operations & Strategy, Cisco
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13:00
Main stage
Lunch
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14:00
Main stage
Performance CS: Empowering your team to drive real business outcomes for your customers
Peter Eisenman, VP, Customer Success, Fountain
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14:30
Main stage
How customer success can drive revenue
Emily Garza, Head of Customer Engagement, Unit21
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15:00
Main stage
Closing remarks and end of summit
Peter Eisenman, VP, Customer Success, Fountain
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