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October 29, 2026
Sydney

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Full 2026 agenda coming soon.

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What's on
October 29
October 29
October 29
08:00
Exhibition & Networking
Welcome breakfast & networking
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09:00
Main stage
Chairperson opening remarks
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09:15
Main stage
AI-powered net retention: Turning customer data into growth opportunities
Isha Narayan, Head of Customer Success, 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
One size fails all: Rethinking CS for SMB, mid-market, and enterprise
Lorenzo Serva, Director of Customer Success, Sumo Logic
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11:45
Main stage
Roundtable discussions : The four customer success archetypes
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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
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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
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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 29, 2026

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