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Event starts in:
39

days :

8

: hours :

32

minutes

2

until summit starts

November 12 & 13, 2026
Marriott Downtown at CF Toronto Eaton Centre
525 Bay Street
Toronto

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the agenda

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What's on
November 12
November 13
November 12
November 12
08:00
Exhibition & networking
Registration & welcome breakfast
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09:00
Main stage
Chairperson opening remarks
Andrea Bumstead, CEO & Founder, CS Impact
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09:15
Main stage
Customer success in 2027: From proving sentiment to proving financial impact
Kip Ng, Director, Customer Success, Microsoft
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09:45
Main stage
Where AI is actually saving customer success teams time, and where it still falls short
Carolina Nemi, Director, Client Success (Canada & Brazil), Indeed
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10:15
Main stage
Net revenue retention: the metric everyone owns but no one fully controls
Gunjan Marwah Nichani, Director of Customer Success Operations, Hyland
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10:45
Exhibition & networking
Coffee break
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11:15
Main stage
Turning customer signals into an early warning system for churn
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11:45
Main stage
Panel | Agentic AI in CS: Who owns the outcome when AI runs the customer relationship?
Chris MacKinnon, Head of Client Success - Americas, Addepar
Karam Al Jajeh, Director of Customer Success, N-able
Sam Brennand, Director, Customer Enablement (Global), Figma
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12:30
Main stage
Making the case in the boardroom: Customer success ROI when CFOs ask harder questions
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13:00
Exhibition & networking
Lunch
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14:00
Main stage
Automating the busywork so customer success managers can focus on relationships
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14:45
Main stage
Interactive roundtable discussions
Madhur Choudhary, Sr Director, Customer Success, Trackunit
Tyler Ryll, Director of Customer Success, Fellow
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Panel | Building CS teams that scale: Talent strategy for a CSM role that's changing fast
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16:15
Main stage
Fireside chat | Built to last: What a decade of scaling customer teams taught one CCO about sustainable pace
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16:45
Main stage
Chairperson closing remarks
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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November 13
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Main stage
Chairperson opening remarks
Andrea Bumstead, CEO & Founder, CS Impact
See the details
09:15
Main stage
Where human touch still wins: Rethinking segmentation now that AI can serve everyone
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09:45
Main stage
From CSM to SVP: What the path to the top of customer success actually looks like
Erika Cowen, Senior Vice President Customer Success, Entrust
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10:15
Exhibition & networking
Coffee break
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10:45
Main stage
Panel | Consistency without rigidity: Standardizing customer success in a growing organization
Charles Ferrao, Director of Customer Success, North America, EcoOnline
Sid Sengupta, Senior Director, Customer Success, Borderless ai
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11:30
Main stage
The silent architect: How customer success earns a seat in shaping the product roadmap
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12:00
Main stage
Speed networking session
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12:30
Exhibition & networking
Lunch
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13:30
Main stage
Interactive roundtable discussions
Dave Aucoin, Director, Customer Operations, Zuva
Marilena Danelon, Director, Customer Success, Protexxa
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14:15
Main stage
The pod model: What changes when one CSM manages a fleet of AI agents
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14:45
Main stage
Turning customers into your best sales team: Building a scalable advocacy engine
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15:15
Main stage
Chairperson closing remarks
Andrea Bumstead, CEO & Founder, CS Impact
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Get your ticket

for the summit

"Scale CS without new headcount" is the ask. "Use AI" is the instruction. But nobody's telling you which workflows to hand off without breaking the relationships that keep customers renewing.

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, investment in AI, and buy-in across functions.

Toronto
November 12 & 13, 2026

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