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Event starts in:
3

days :

20

: hours :

43

minutes

43

until doors open in San Francisco

September 16 & 17, 2025
Hyatt Regency San Francisco Airport
1333 Old Bayshore Highway
Burlingame

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agenda

Your ticket provides Access All Areas to both Customer Support and Customer Success Summits. Use the tag toggle to view the other track and filter the agenda by topic.

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What's on
Main track: Customer Support Summit
Exhibition & networking
Customer Success Summit
September 16
September 17
September 16
September 16
08:00
Exhibition & networking
Welcome breakfast & registration
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09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
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09:15
Main track: Customer Support Summit
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
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09:15
Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
Shawn White, Sr Vice President, Global Customer Experience, Dynatrace
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09:45
Main track: Customer Support Summit
Strong foundations, smarter scale: A modern framework for support teams
Kenji Hayward, Sr Director, Customer Support, Front
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09:45
Customer Success Summit
From AI helpers to autonomous CS agents: Your roadmap to true scale
Josh Schachter, Senior Vice President Atlas, Gainsight
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10:15
Main track: Customer Support Summit
Fireside chat - From scripts to strategy: Empowering your customer support team
Brian Rule, Regional Director, Support, SmartRecruiters
Nate Erisman, Director, Customer Support, Scout Motors
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10:15
Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
Maranda Dziekonski, Chief Customer Officer, Fexa
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10:45
Exhibition & networking
Coffee break
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11:15
Main track: Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Rahat Nehal, VP Global Support, Rapid7
Dr. Alon Talmor, CEO & Founder, Ask-AI
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11:15
Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
Jen Gussman, Director, Customer Success Account Management, Microsoft
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11:45
Main track: Customer Support Summit
Global support, unified vision: Balancing regional autonomy with international excellence
Jaime Farinos, Sr Director, Global Support Strategy & Operations, HashiCorp
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11:45
Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
Parry Bedi, Co-founder and CEO, Tingono
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12:15
Main track: Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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12:15
Customer Success Summit
Build your value story: Interactive workshop for CSMs
Craig Woods, Senior Director of Customer Success, SurveyMonkey
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12:45
Exhibition & networking
Lunch
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13:45
Main track: Customer Support Summit
Panel - Support that scales: the evolution of customer support from start-up to growth stage
Péroline Moran, Former Global Director, Customer Experience, HiBob
Mike Davis, Sr. Director, Global Technical Support, Planet
Bhagya Sodem, Head of Customer Support, Services, Customer Education & Sales Engineering, Clever Inc.
Simon Rohrbach, Co-Founder & CEO, Plain
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13:45
Main track: Customer Support Summit
Breakout workshop - From firefighting to foresight: Building a proactive customer success & support strategy
Nadav Kemper, Co-founder & CEO, Quack AI
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13:45
Customer Success Summit
Panel - Breaking silos: Enabling value exchange across CS, product, and sales
Nolan Williams, Director, Customer Success, Foureyes
Stephen Beck, Global Vice President of Customer Success, Wind River
Bianca Ker, Vice President of Client Success, Later
Eddy Chen, Vice President of Customer Success, Edge
Steve Wood, Co-Founder, Noded AI
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14:30
Main track: Customer Support Summit
Interactive roundtable discussions
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14:30
Main track: Customer Support Summit
Breakout workshop - Beyond headcount: Scaling support with intentional AI and strong foundations
Kevin Yang, Head of AI, Front
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14:30
Customer Success Summit
How customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
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15:15
Exhibition & networking
Coffee break
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15:30
Customer Success Summit
AI‑powered autonomous customer org: Turning customer success into a self‑driving engine
Shachar Avrahami, Vice President Product & Strategy, EverAfter
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15:45
Main track: Customer Support Summit
The customer support leader's toolkit: How to build teams, trust, and tangible results
Hilary Newman, Head of Global Support, Benchling
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16:00
Customer Success Summit
Panel - How CS teams are winning with AI (and tactics you can actually steal)
Ishan Gupta, Former VP of Customer Success, Paper
Patrick Flanagan, Strategic Account Specialist, Oracle NetSuite
Nick Thomas, Head of North American Customer Solutions, AWS
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16:15
Main track: Customer Support Summit
Turning metrics into momentum: understanding NPS, CSAT and more to strategically improve your support team
Stephen Ng, Sr. Director, Global Support and Customer Advocacy, Splashtop
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16:45
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
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September 17
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details
09:15
Main track: Customer Support Summit
Mind Over Machine: Empower Your Org for AI
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
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09:15
Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
Jacob Flannigan, Director, Customer Success, eightfold.ai
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09:45
Main track: Customer Support Summit
Through the Eyes of Hundreds of Companies: How modern teams are reconfiguring support with AI
Simon Rohrbach, Co-Founder & CEO, Plain
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09:45
Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
Mary Lee, Vice President, Customer Success, Global Relay
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10:15
Main track: Customer Support Summit
The Executive Briefing: From Escalation to Strategic Insight
Cory Edmonds, VP, Customer Experience - Resource Planning, PowerSchool
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10:45
Exhibition & networking
Coffee break
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10:45
Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
Patrick Shields, Director of Customer Success, Informa
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11:15
Main track: Customer Support Summit
Interactive roundtable discussions
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
Mike Davis, Sr. Director, Global Technical Support, Planet
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
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11:15
Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
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11:45
Main track: Customer Support Summit
Panel - Support as strategy: Unlocking proactive solutions and strategic value from the front lines
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
Nicholas Lawlis, Sr. Director, Customer Care, Wesco
Anthony Galleran, Head of Technical Support Operations, Front
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11:45
Customer Success Summit
Interactive workshop: Your CS growth lab: Turning today’s learnings into tomorrow’s moves
Jan Young, Chief Customer Officer
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12:15
Main track: Customer Support Summit
The Support Concierge: Leveraging AI to Anticipate Needs
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
Jay Gurudevan, Enterprise AI Product Leader, LinkedIn
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12:45
Main track: Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
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13:15
Exhibition & networking
Lunch
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13:30
Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
Mily Hoi, Former Head of Customer Success, Walmart
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14:00
Customer Success Summit
Panel - Level up: Elevating core competencies in your CS team
Amy Hutmacher, Vice President of Customer Success, Ironclad
Sara Noorzay, Director, Customer Success, Slack
Tami Doss, Director, Client Success, SAP Concur
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14:15
Main track: Customer Support Summit
Panel - From tickets to traction: Connecting product decisions to customer reality
Bhagya Sodem, Head of Customer Support, Services, Customer Education & Sales Engineering, Clever Inc.
Kendra Gauntlett, VP, Product, Flexpress AI
Julie Keith, Sr Director, Customer Support, Gluware, Inc.
Sahil Yadav, Head of Software & AI (Senior Director, Product Management), AOI
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15:00
Main track: Customer Support Summit
AI runs on clean data: Laying the foundation for smarter support
Scott Wilder, Head of Digital Self-Serve, LastPass
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15:30
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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Get your ticket

for the summit

We’re bringing together the brightest minds in customer support for two days of unrivaled networking, learning, and discussion so you can:

- Deliver high-quality support at scale with AI-enabled personalization at every customer touchpoint.

- Accelerate ticket resolution and increase customer satisfaction by developing a team of empowered first and second line support agents.

- Transform customer support touchpoints into actionalble insights that drive smarter decisions across your entire organization.

San Francisco
September 16 & 17, 2025

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