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Event starts in:
8

days :

16

: hours :

10

minutes

46

until early bird prices rise

October 27, 2026
Dockside Group
2 Wheat Road
Sydney

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the agenda

Full 2026 agenda coming soon.

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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, Customer Success & Enterprise Software Advisor, Ex-IBM, Adobe
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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
From leadership to revenue: Connecting employee experience, customer experience, and growth
Peter Behrendt, Chief Customer Officer, Serco
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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 of 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
Arent Olivier, Regional Head of Customer Success, Prometheus Group
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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
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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
Nate Hanmer, Regional Vice President, Customer Success, Seismic
Megan Kennedy, Head of Customer Success, Dayforce
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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, Customer Success & Enterprise Software Advisor, Ex-IBM, Adobe
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17:00
Exhibition & Networking
Happy hour hosted by Customer Success Collective
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Early bird tickets

are live and limited

CS has become a revenue driver, and new tech means you can scale without adding headcount. The real question is which workflows to automate and which to keep human, because retention still runs on relationships.

You'll leave the summit with the frameworks, metrics, and strategies to:

- Own revenue outcomes you don't fully control by driving NRR and expansion

- Use predictive analytics and automation to detect churn signals and expansion opportunities while keeping customer relationships human

- Translate CS impact into language executives care about so you earn influence, budget, and headcount

Sydney
October 27, 2026

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