That's a wrap for day 1! Let's sum up the day and move over into happy hour for some more networking.

We begin Customer Success Summit San Francisco with an introduction from our chairperson and a short icebreaker so you can understand who else is in the room.

We begin with an introduction to day two by our chairperson.

Thanks for a great event. See you at the next one!

Customer Success teams are under increasing pressure to demonstrate clear, defensible ROI, not just in dashboards, but in ways that resonate across the organization. Yet “value” often looks different depending on the audience: executives, Sales, Product, and RevOps each interpret CS impact through their own lens. This session is designed as a highly interactive roundtable. Participants will actively compare approaches, challenge assumptions, and workshop how CS teams are currently proving impact internally, and where those approaches break down. The discussion will be structured around live peer exchange and practical scenario sharing, including: - How different organizations define and communicate CS ROI to internal stakeholders - Real examples of what successfully builds buy-in (and what gets ignored) - Gaps between CS reporting and how other teams actually interpret value Attendees will leave with sharper, more practical ideas for making CS impact legible, credible, and actionable across the business, not just within CS.

Customer Success tech stacks are reaching a breaking point. With the rise of AI-native tools and agentic systems, the traditional assumptions around “buying software to solve problems” are being fundamentally challenged. This workshop explores a new reality: not just what to consolidate or replace, but what should be built internally, what should be bought from vendors, and what can now be fully automated through AI-driven systems. Participants will engage in hands-on exercises to rethink real CS stack architectures, applying a build-vs-buy-orchestrate lens to evaluate where value should live in a modern CS organization. The goal is to move beyond tool consolidation and toward designing a true AI-native CS operating environment. The workshop will include: - Hands-on evaluation of common CS stack components and where consolidation, building or replacement makes sense - Group exercises on vendor selection, reduction, and build-vs-buy decisions using AI-enabled tools and agents - Peer discussion on balancing efficiency, capability, and operational risk Attendees will leave with practical frameworks and a clearer approach to rationalizing their own CS tech stacks, grounded in business outcomes, not tool accumulation.