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Event starts in:

days :

: hours :

minutes

until the festival

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

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agenda

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What's on
Main stage
Workshops
Exhibition & Networking
September 04
September 05
September 04
September 04
08:00
Exhibition & Networking
Welcome breakfast & registration
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09:00
Main stage
Chairperson opening remarks
Jenelle Friday, VP, Customer Success, Forecastable
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09:15
Main stage
Fireside chat: Optimizing customer health for retention & growth
Jess Osborn, VP, Global Customer Success Management, Gocardless
Chris Vu, Director, Customer Success, Salesforce
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09:45
Main stage
Enhancing Customer Success with Human-First AI Strategies
Meenal Shukla, Senior Director of Customer Success, Gainsight
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10:15
Main stage
Panel: Scaling CS; How an improved operating model allows for scale and a reduction in burnout
Sarita Agrawal, Director, Customer Success, Microsoft
Lindsey LeFaivre, Director, Customer Success, AchieveIt
Erin Guagenti, VP of Customer Success, Productiv
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11:00
Exhibition & Networking
Coffee break
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11:30
Main stage
Impact over appearance: Pioneering outcome-driven customer success with AI
Parry Bedi, Co-founder and CEO, Tingono
James Green, Chief Customer Officer, SQUIRE
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12:00
Main stage
Emotional Intelligence: Self awareness is key to unlocking your own EQ
Jenelle Friday, VP, Customer Success, Forecastable
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12:30
Exhibition & Networking
Lunch break
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13:30
Main stage
Panel: Mastering feedback: Practical tips for success leaders
Lane Hart, VP, Customer Success, Contentsquare
Kate Rath, VP Customer Success, New Level Work
Sangeetha Rai, VP, Customer Success, Northwestern Mutual
Shilpa Chaddha, Senior Director Customer Success, Deltek
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13:30
Workshops
Workshop: Customer education for fun and profit; Building customer learning experiences that move the needle
Seth Johnson, VP of Customer Experience, Learnupon
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14:15
Main stage
Customer success unveiled: Exclusive findings from OpenText’s MarketScape study
Janet de Guzman, Senior Director of Product Marketing, Opentext
Salman Rizvi, Regional VP, Solution Consulting, Opentext
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14:45
Exhibition & Networking
Coffee break
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15:15
Main stage
Hosted roundtable discussions
Jenelle Friday, VP, Customer Success, Forecastable
Angela Kenner, VP, Customer Success, Voltaiq
Olivier Fiaty-Amenouvor, Senior Customer Success Manager, Camunda
Jess Osborn, VP, Global Customer Success Management, Gocardless
Elizabeth Blass, Chief Customer Officer, Karbon
Lane Hart, VP, Customer Success, Contentsquare
Chris Vu, Director, Customer Success, Salesforce
Dwayne Grant, VP of Customer Experience, EverCommerce
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15:45
Main stage
Panel: Navigating success: Crafting a CS playbook for strategic CSM actions
Elizabeth Blass, Chief Customer Officer, Karbon
Emily Garza, Head of Customer Engagement, Unit21
Maranda Dziekonski, Senior Vice President, Customer Success Ops, Datasembly
Veronica Dasovich, VP, Customer Success, Freshpaint
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16:30
Main stage
Empowerment vs. automation with AI for customer success teams
Valerie Li, Co-Founder & CEO, Duckie
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17:00
Main stage
Closing remarks
Jenelle Friday, VP, Customer Success, Forecastable
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17:05
Exhibition & Networking
Happy hour networking drinks
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September 05
08:00
Exhibition & Networking
Welcome breakfast & registration
See the details
09:00
Main stage
Chairperson opening remarks
Jenelle Friday, VP, Customer Success, Forecastable
See the details
09:15
Main stage
Accelerating customer success: Integrating product development concepts for enhanced collaboration
Angela Kenner, VP, Customer Success, Voltaiq
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09:45
Main stage
Powering transformation: How ways of working drive governance, AI, and cultural evolution
Shilpa Chaddha, Senior Director Customer Success, Deltek
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10:15
Main stage
Panel: AI-powered customer success: Strategies, successes, and future outlook
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Briana Dominguez, Senior VP of Customer Experience, Craftable
Manuel Ruiz, Customer Success Executive, Jumpcloud
Ashok Gunasekaran, Senior VP of Customer Success, Acceldata
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11:00
Exhibition & Networking
Coffee break
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11:30
Main stage
Fireside chat: How CSMs can add value at each stage of the customer lifecycle
Gozde Gorce, Strategic Customer Success Manager, Apollo.io
Krista Hardebeck, Director, Customer Success Management, Salesforce
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11:30
Workshops
Workshop: No more hand-holding:; advancing client self-reliance
Mark Higginson, Chief Customer Officer, ScreenSteps
Jonathan DeVore, Head of Implementation, ScreenSteps
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12:00
Main stage
Aligning org-wide initiatives through CS Ops
Roger Mendez, Global Leader, Strategic Programs, Customer Success Operations and Strategy, Cisco
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12:30
Exhibition & Networking
Lunch break
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13:30
Main stage
Panel: Churn or negotiate; the art of the down sell
Emily Garza, Head of Customer Engagement, Unit21
Peter Eisenman, VP, Customer Success, Fountain
Harita Salvi, Senior Director, Global Customer Success, Jumpcloud
Mary Lee, VP, Customer Success, Global Relay
Jason Pitzen, VP Sales & Customer Success, RAD Security
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14:15
Main stage
Driving customer retention and expansion to navigate difficult economic times
Olivier Fiaty-Amenouvor, Senior Customer Success Manager, Camunda
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14:45
Main stage
The future of AI: Innovation vs invasion? Ethics, privacy and copyright in age of AI
Neelu Shaikh, Former Senior VP Global Customer Success, ZoomInfo
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15:45
Main stage
Closing remarks: End of summit
Jenelle Friday, VP, Customer Success, Forecastable
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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:

- Implement impactful CS tactics into your strategy.

- Leverage the latest industry trends & emerging tech to amplify reach.

- Meet mentors & build a local network within our global community.

- Prove your strategic value and embed a customer-centric mindset across your org.

San Francisco
September 04 - 05, 2024

Register now