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Event starts in:
28

days :

19

: hours :

53

minutes

54

until doors open in San Francisco

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

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What's on
Main track: Customer Support Summit
Exhibition & networking
Customer Success Summit
Breakout workshops
September 16
September 17
September 16
September 16
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
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
See the details
09:15
Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
See the details
09:45
Main track: Customer Support Summit
Strong foundations, smarter scale: A modern framework for support teams
Kenji Hayward, Sr Director, Customer Support, Front
See the details
09:45
Customer Success Summit
From AI helpers to autonomous CS agents: Your roadmap to true scale
Josh Schachter, Senior Vice President Atlas, Gainsight
See the details
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
See the details
10:15
Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main track: Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Josh Solomon, North American General Manager, Ask-AI
See the details
11:15
Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
See the details
11:45
Main track: Customer Support Summit
Global support, unified vision: Balancing regional autonomy with international excellence
Jamie Farinos, Sr Director, Global Support Strategy & Operations, HashiCorp
See the details
11:45
Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
See the details
12:15
Main track: Customer Support Summit
How B2B support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Customer Success Summit
Interactive roundtables: Foundations of strategic CS
See the details
12:45
Exhibition & networking
Lunch
See the details
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.
See the details
13:45
Customer Success Summit
Panel - Breaking silos: Enabling value exchange across CS, product, and sales
See the details
13:45
Breakout workshops
Breakout workshop - From firefighting to foresight: Building a proactive customer success & support strategy
Nadav Kemper, Co-founder & CEO, Quack AI
See the details
14:30
Main track: Customer Support Summit
Interactive roundtable discussions
Mike Davis, Sr. Director, Global Technical Support, Planet
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
See the details
14:30
Customer Success Summit
How B2B customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
14:30
Breakout workshops
Breakout workshop - Beyond headcount: Scaling support with intentional AI and strong foundations
Kenji Hayward, Sr Director, Customer Support, Front
Kevin Yang, Sr Director, Customer Support, Front
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:30
Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
See the details
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
See the details
16:00
Customer Success Summit
Panel - How CS teams are winning with AI (and tactics you can actually steal)
Kenji Hayward, Sr Director, Customer Support, Front
Nick Thomas, Head of North American Customer Solutions, AWS
See the details
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
See the details
16:45
Main track: Customer Support Summit
Chairperson closing remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details
17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
See the details
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
Proactive by design: Deploying AI and predictive analytics to transform support
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
See the details
09:15
Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
See the details
09:45
Main track: Customer Support Summit
Connected support: Driving cross-functional collaboration in a global team environment
Mason Sherman, Director, Global Technical Support, Pixelogic Media
See the details
09:45
Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
See the details
10:15
Main track: Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
See the details
10:45
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
See the details
11:15
Main track: Customer Support Summit
Fireside chat - Support as strategy: Leveraging call center data to drive company-wide impact
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
Nicholas Lawlis, Sr. Director, Customer Care, Wesco
See the details
11:15
Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
See the details
11:45
Main track: Customer Support Summit
Big picture insights: Analysing customer behavior to reveal systemic challenges
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
See the details
11:45
Customer Success Summit
Interactive roundtables: Growth, talent & leadership for people coaches and individual contributors
See the details
12:15
Main track: Customer Support Summit
Interactive roundtable discussions
See the details
13:00
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Competing priorities, shared success: Aligning customers and business goals
See the details
14:00
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
See the details
14:00
Customer Success Summit
Panel - Level up: Elevating core competencies in your CS team
See the details
14:45
Main track: Customer Support Summit
AI runs on clean data: Laying the foundation for smarter support
Scott Wilder, Head of Digital Self-Serve, LastPass
See the details
15:15
Main track: Customer Support Summit
Chairperson closing remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details
What's on
Main track: Customer Support Summit
Exhibition & networking
Customer Success Summit
Breakout workshops
September 16
September 17
September 16
September 16
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
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
See the details
09:15
Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
See the details
09:45
Main track: Customer Support Summit
Strong foundations, smarter scale: A modern framework for support teams
Kenji Hayward, Sr Director, Customer Support, Front
See the details
09:45
Customer Success Summit
From AI helpers to autonomous CS agents: Your roadmap to true scale
Josh Schachter, Senior Vice President Atlas, Gainsight
See the details
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
See the details
10:15
Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main track: Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Josh Solomon, North American General Manager, Ask-AI
See the details
11:15
Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
See the details
11:45
Main track: Customer Support Summit
Global support, unified vision: Balancing regional autonomy with international excellence
Jamie Farinos, Sr Director, Global Support Strategy & Operations, HashiCorp
See the details
11:45
Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
See the details
12:15
Main track: Customer Support Summit
How B2B support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Customer Success Summit
Interactive roundtables: Foundations of strategic CS
See the details
12:45
Exhibition & networking
Lunch
See the details
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.
See the details
13:45
Customer Success Summit
Panel - Breaking silos: Enabling value exchange across CS, product, and sales
See the details
13:45
Breakout workshops
Breakout workshop - From firefighting to foresight: Building a proactive customer success & support strategy
Nadav Kemper, Co-founder & CEO, Quack AI
See the details
14:30
Main track: Customer Support Summit
Interactive roundtable discussions
Mike Davis, Sr. Director, Global Technical Support, Planet
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
See the details
14:30
Customer Success Summit
How B2B customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
14:30
Breakout workshops
Breakout workshop - Beyond headcount: Scaling support with intentional AI and strong foundations
Kenji Hayward, Sr Director, Customer Support, Front
Kevin Yang, Sr Director, Customer Support, Front
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:30
Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
See the details
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
See the details
16:00
Customer Success Summit
Panel - How CS teams are winning with AI (and tactics you can actually steal)
Kenji Hayward, Sr Director, Customer Support, Front
Nick Thomas, Head of North American Customer Solutions, AWS
See the details
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
See the details
16:45
Main track: Customer Support Summit
Chairperson closing remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details
17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
See the details
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
Proactive by design: Deploying AI and predictive analytics to transform support
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
See the details
09:15
Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
See the details
09:45
Main track: Customer Support Summit
Connected support: Driving cross-functional collaboration in a global team environment
Mason Sherman, Director, Global Technical Support, Pixelogic Media
See the details
09:45
Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
See the details
10:15
Main track: Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
See the details
10:45
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
See the details
11:15
Main track: Customer Support Summit
Fireside chat - Support as strategy: Leveraging call center data to drive company-wide impact
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
Nicholas Lawlis, Sr. Director, Customer Care, Wesco
See the details
11:15
Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
See the details
11:45
Main track: Customer Support Summit
Big picture insights: Analysing customer behavior to reveal systemic challenges
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
See the details
11:45
Customer Success Summit
Interactive roundtables: Growth, talent & leadership for people coaches and individual contributors
See the details
12:15
Main track: Customer Support Summit
Interactive roundtable discussions
See the details
13:00
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Competing priorities, shared success: Aligning customers and business goals
See the details
14:00
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
See the details
14:00
Customer Success Summit
Panel - Level up: Elevating core competencies in your CS team
See the details
14:45
Main track: Customer Support Summit
AI runs on clean data: Laying the foundation for smarter support
Scott Wilder, Head of Digital Self-Serve, LastPass
See the details
15:15
Main track: Customer Support Summit
Chairperson closing remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details
What's on
Main track: Customer Support Summit
Exhibition & networking
Customer Success Summit
Breakout workshops
September 16
September 17
September 16
September 16
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
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
See the details
09:15
Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
See the details
09:45
Main track: Customer Support Summit
Strong foundations, smarter scale: A modern framework for support teams
Kenji Hayward, Sr Director, Customer Support, Front
See the details
09:45
Customer Success Summit
From AI helpers to autonomous CS agents: Your roadmap to true scale
Josh Schachter, Senior Vice President Atlas, Gainsight
See the details
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
See the details
10:15
Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main track: Customer Support Summit
Cutting through the hype: How to identify ROI-positive use cases with AI
Josh Solomon, North American General Manager, Ask-AI
See the details
11:15
Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
See the details
11:45
Main track: Customer Support Summit
Global support, unified vision: Balancing regional autonomy with international excellence
Jamie Farinos, Sr Director, Global Support Strategy & Operations, HashiCorp
See the details
11:45
Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
See the details
12:15
Main track: Customer Support Summit
How B2B support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
12:15
Customer Success Summit
Interactive roundtables: Foundations of strategic CS
See the details
12:45
Exhibition & networking
Lunch
See the details
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.
See the details
13:45
Customer Success Summit
Panel - Breaking silos: Enabling value exchange across CS, product, and sales
See the details
13:45
Breakout workshops
Breakout workshop - From firefighting to foresight: Building a proactive customer success & support strategy
Nadav Kemper, Co-founder & CEO, Quack AI
See the details
14:30
Main track: Customer Support Summit
Interactive roundtable discussions
Mike Davis, Sr. Director, Global Technical Support, Planet
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
Hannah Gonzalez, Support & Revenue Operations Manager, NoFraud
See the details
14:30
Customer Success Summit
How B2B customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
See the details
14:30
Breakout workshops
Breakout workshop - Beyond headcount: Scaling support with intentional AI and strong foundations
Kenji Hayward, Sr Director, Customer Support, Front
Kevin Yang, Sr Director, Customer Support, Front
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:30
Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
See the details
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
See the details
16:00
Customer Success Summit
Panel - How CS teams are winning with AI (and tactics you can actually steal)
Kenji Hayward, Sr Director, Customer Support, Front
Nick Thomas, Head of North American Customer Solutions, AWS
See the details
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
See the details
16:45
Main track: Customer Support Summit
Chairperson closing remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details
17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
See the details
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
Proactive by design: Deploying AI and predictive analytics to transform support
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
See the details
09:15
Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
See the details
09:45
Main track: Customer Support Summit
Connected support: Driving cross-functional collaboration in a global team environment
Mason Sherman, Director, Global Technical Support, Pixelogic Media
See the details
09:45
Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
See the details
10:15
Main track: Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
See the details
10:45
Exhibition & networking
Coffee break
See the details
10:45
Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
See the details
11:15
Main track: Customer Support Summit
Fireside chat - Support as strategy: Leveraging call center data to drive company-wide impact
Awasi Ambei, Head of Customer Service, Santa Clara Valley Transportation Authority
Nicholas Lawlis, Sr. Director, Customer Care, Wesco
See the details
11:15
Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
See the details
11:45
Main track: Customer Support Summit
Big picture insights: Analysing customer behavior to reveal systemic challenges
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
See the details
11:45
Customer Success Summit
Interactive roundtables: Growth, talent & leadership for people coaches and individual contributors
See the details
12:15
Main track: Customer Support Summit
Interactive roundtable discussions
See the details
13:00
Exhibition & networking
Lunch
See the details
13:30
Customer Success Summit
Competing priorities, shared success: Aligning customers and business goals
See the details
14:00
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
See the details
14:00
Customer Success Summit
Panel - Level up: Elevating core competencies in your CS team
See the details
14:45
Main track: Customer Support Summit
AI runs on clean data: Laying the foundation for smarter support
Scott Wilder, Head of Digital Self-Serve, LastPass
See the details
15:15
Main track: Customer Support Summit
Chairperson closing remarks
Kenji Hayward, Sr Director, Customer Support, Front
See the details

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