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Watch OnDemand

October 27, 2026
Dockside Group
2 Wheat Road
Sydney

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What's on
October 27
October 27
October 27
08:00
Exhibition & Networking
Welcome breakfast & networking
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09:00
Main stage
Chairperson opening remarks
Akash Singh, Founder, Portfolia | Ex-IBM, Adobe, Dynatrace
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09:15
Main stage
AI-powered net retention: Turning customer data into growth opportunities
Isha Narayan, Head of Portfolio CS, APJ, Qualtrics
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09:45
Main stage
Redefining success: Why the future of CS starts with leadership, not metrics
Arent van der Schatte Olivier, Head of Customer Success APAC, Prometheus Group
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10:15
Main stage
Navigating through the transformation of the CS role: State of CS report
Ashish Mehta, Customer Success Manager, Cornerstone
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10:45
Exhibition & Networking
Coffee break
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11:15
Main stage
Fireside chat | One size fails all: Rethinking CS for SMB, mid-market, and enterprise
Lorenzo Serva, Director, Solutions and Customer Success, Sumo Logic
Vignesh Shanmugam, Director, Customer Success, Oracle
Haimee Code, Director, Customer Success, LinkedIn
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11:45
Main stage
Roundtable discussions
Navneeth Thomas, Head of Client Success, Smokeball
Poorva Bhardwaj, Head of Customer Success, APAC, Miro
Magui Labouze, Former Executive Manager Payments Customer Success, Commonwealth Bank
Thomas Klingler, Regional Director, Customer Success, Elsevier
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12:30
Exhibition & Networking
Lunch break
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13:30
Main stage
Panel | The CS revenue ledger: Proving impact in GRR, NRR, and expansion
Richard Burton, VP Customer Success APAC, RELEX Solutions
Michael Dy, Director, Customer Success Management, Okta
Jenny Tran, Customer Success Director, Ideagen
Joanne Wyllie, Manager, Customer Success, Mastercard
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14:15
Main stage
Workshop | Consulting-led CS: CSM as a strategic partner
Elise Franklin, Senior Director, Customer Success, Korn Ferry
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15:00
Exhibition & Networking
Coffee break
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15:30
Main stage
Panel | Gen AI, agentic AI, and the CSM job description no one's updated yet
Simonetta Sarogni, Director, Customer Success, Sinch
Elian Priel, Regional Director Customer Success, Monday.com
Zach Tempany, Customer Success Manager, TabLogs
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16:15
Main stage
Customer success is a lie: Why we should keep believing in it
De'Edra Williams, Chief Customer Officer
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17:00
Main stage
Chairperson closing remarks
Akash Singh, Founder, Portfolia | Ex-IBM, Adobe, Dynatrace
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17:00
Exhibition & Networking
Happy hour hosted by Customer Success Collective
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