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Event starts in:
8

days :

16

: hours :

7

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
September 16
September 17
September 16
September 16
08:00
Exhibition & networking
Welcome breakfast & registration
09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
09:15
Main track: Customer Support Summit
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
09:15
Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
09:45
Main track: Customer Support Summit
Strong foundations, smarter scale: A modern framework for support teams
Kenji Hayward, Sr Director, Customer Support, Front
09:45
Customer Success Summit
From AI helpers to autonomous CS agents: Your roadmap to true scale
Josh Schachter, Senior Vice President Atlas, Gainsight
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
10:15
Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
10:45
Exhibition & networking
Coffee break
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
11:15
Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
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
11:45
Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
12:15
Main track: Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
12:15
Customer Success Summit
Interactive roundtables: Foundations of strategic CS
12:45
Exhibition & networking
Lunch
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
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
13:45
Customer Success Summit
Panel - Breaking silos: Enabling value exchange across CS, product, and sales
14:30
Main track: Customer Support Summit
Interactive roundtable discussions
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
14:30
Customer Success Summit
How B2B customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
15:15
Exhibition & networking
Coffee break
15:30
Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
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
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
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
16:45
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
September 17
08:00
Exhibition & networking
Welcome breakfast & registration
09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
09:15
Main track: Customer Support Summit
Mind Over Machine: Empower Your Org for AI
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
09:15
Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
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
09:45
Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
10:15
Main track: Customer Support Summit
The Executive Briefing: From Escalation to Strategic Insight
Cory Edmonds, VP, Customer Experience - Resource Planning, PowerSchool
10:45
Exhibition & networking
Coffee break
10:45
Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
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
11:15
Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
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, Manager, Technical Support, Front
11:45
Customer Success Summit
Interactive roundtables: Growth, talent & leadership for people coaches and individual contributors
12:15
Main track: Customer Support Summit
The Support Concierge: Leveraging AI to Anticipate Needs
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
12:45
Main track: Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
13:15
Exhibition & networking
Lunch
13:30
Customer Success Summit
Competing priorities, shared success: Aligning customers and business goals
14:00
Customer Success Summit
Panel - Level up: Elevating core competencies in your CS team
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
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
15:30
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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
09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
09:15
Main track: Customer Support Summit
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
09:15
Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
09:45
Main track: Customer Support Summit
Strong foundations, smarter scale: A modern framework for support teams
Kenji Hayward, Sr Director, Customer Support, Front
09:45
Customer Success Summit
From AI helpers to autonomous CS agents: Your roadmap to true scale
Josh Schachter, Senior Vice President Atlas, Gainsight
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
10:15
Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
10:45
Exhibition & networking
Coffee break
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
11:15
Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
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
11:45
Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
12:15
Main track: Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
12:15
Customer Success Summit
Interactive roundtables: Foundations of strategic CS
12:45
Exhibition & networking
Lunch
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
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
13:45
Customer Success Summit
Panel - Breaking silos: Enabling value exchange across CS, product, and sales
14:30
Main track: Customer Support Summit
Interactive roundtable discussions
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
14:30
Customer Success Summit
How B2B customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
15:15
Exhibition & networking
Coffee break
15:30
Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
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
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
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
16:45
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
September 17
08:00
Exhibition & networking
Welcome breakfast & registration
09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
09:15
Main track: Customer Support Summit
Mind Over Machine: Empower Your Org for AI
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
09:15
Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
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
09:45
Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
10:15
Main track: Customer Support Summit
The Executive Briefing: From Escalation to Strategic Insight
Cory Edmonds, VP, Customer Experience - Resource Planning, PowerSchool
10:45
Exhibition & networking
Coffee break
10:45
Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
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
11:15
Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
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, Manager, Technical Support, Front
11:45
Customer Success Summit
Interactive roundtables: Growth, talent & leadership for people coaches and individual contributors
12:15
Main track: Customer Support Summit
The Support Concierge: Leveraging AI to Anticipate Needs
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
12:45
Main track: Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
13:15
Exhibition & networking
Lunch
13:30
Customer Success Summit
Competing priorities, shared success: Aligning customers and business goals
14:00
Customer Success Summit
Panel - Level up: Elevating core competencies in your CS team
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
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
15:30
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
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
09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
09:15
Main track: Customer Support Summit
Redefining customer support: Leading with self-service
Mark McKercher, Vice President, Global Support, Sovos
09:15
Customer Success Summit
Customer value unlocked: Proving, delivering, and accelerating impact
09:45
Main track: Customer Support Summit
Strong foundations, smarter scale: A modern framework for support teams
Kenji Hayward, Sr Director, Customer Support, Front
09:45
Customer Success Summit
From AI helpers to autonomous CS agents: Your roadmap to true scale
Josh Schachter, Senior Vice President Atlas, Gainsight
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
10:15
Customer Success Summit
Data connectivity: Aligning teams through customer feedback loops
10:45
Exhibition & networking
Coffee break
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
11:15
Customer Success Summit
Develop the value narrative: Internal enablement for strategic communication
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
11:45
Customer Success Summit
Harnessing agentic AI to redefine customer success and boost NRR
12:15
Main track: Customer Support Summit
How support teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
12:15
Customer Success Summit
Interactive roundtables: Foundations of strategic CS
12:45
Exhibition & networking
Lunch
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
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
13:45
Customer Success Summit
Panel - Breaking silos: Enabling value exchange across CS, product, and sales
14:30
Main track: Customer Support Summit
Interactive roundtable discussions
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
14:30
Customer Success Summit
How B2B customer success teams are moving faster with AI
Marty Kausas, Co-Founder & CEO, Pylon
15:15
Exhibition & networking
Coffee break
15:30
Customer Success Summit
Navigating the CS job market: Hiring and getting hired in 2025
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
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
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
16:45
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front
17:00
Exhibition & networking
Happy Hour sponsored by Customer Success Collective
September 17
08:00
Exhibition & networking
Welcome breakfast & registration
09:00
Main track: Customer Support Summit
Chairperson opening remarks
Kenji Hayward, Sr Director, Customer Support, Front
09:15
Main track: Customer Support Summit
Mind Over Machine: Empower Your Org for AI
Shanta Bodhan, Associate Director, Innovation Customer Experience, Cornerstone
09:15
Customer Success Summit
The value multiplier: Demonstrating the strategic ROI of CS
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
09:45
Customer Success Summit
From retention to revenue expansion: Unlocking new revenue opportunities with CS
10:15
Main track: Customer Support Summit
The Executive Briefing: From Escalation to Strategic Insight
Cory Edmonds, VP, Customer Experience - Resource Planning, PowerSchool
10:45
Exhibition & networking
Coffee break
10:45
Customer Success Summit
Informa’s journey: Transitioning from reactive support to proactive CS
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
11:15
Customer Success Summit
CSM playbook: Supercharging product adoption with in-app nudges
Harshita Banka, VP, Customer Experience, Infor
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, Manager, Technical Support, Front
11:45
Customer Success Summit
Interactive roundtables: Growth, talent & leadership for people coaches and individual contributors
12:15
Main track: Customer Support Summit
The Support Concierge: Leveraging AI to Anticipate Needs
Shubha Rao, Director, Support Strategy & Ops, LinkedIn
12:45
Main track: Customer Support Summit
Frontline ambassadors: How support teams drive brand loyalty
Danielle Hallam, Director, Membership Services, Golden State Warriors
13:15
Exhibition & networking
Lunch
13:30
Customer Success Summit
Competing priorities, shared success: Aligning customers and business goals
14:00
Customer Success Summit
Panel - Level up: Elevating core competencies in your CS team
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
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
15:30
Main track: Customer Support Summit
Chairperson closing remarks
Kevin Yang, Head of AI, Front

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