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November 12 & 13, 2025
Marriott Downtown at CF Toronto Eaton Centre
525 Bay Street
Toronto

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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
Is high-touch dead?: Rethinking customer success in the age of AI and digital scale
Taylor Hodges, Executive Director, Customer Success, JLL
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09:45
Main stage
One team, one revenue engine: Rethinking CS and sales alignment from the top down
Richard Wiltshire, Former VP, Customer Success Management and Renewals, Atlassian
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10:15
Main stage
Expansion without the hard sell: How customer success fuels sustainable revenue growth
Stephen O'Connor, VP, Customer Success and Account Management, 1Password
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10:45
Exhibition & networking
Coffee break
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11:15
Main stage
Fireside chat - Beyond the first 30 days: How to drive lasting product usage
Michelle Cai Chen, Director, Customer Success, Dayforce
Carolina Nemi, Director, Client Success (Canada & Brazil), Indeed
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11:45
Main stage
Navigating tech transformations: A journey through data-driven retention.
Callie Reynolds, VP, Customer Success, Top Hat
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12:15
Main stage
Panel - Embedding customer-centricity into the heart of your org culture
Julia Vadurro, Director, Customer Success, UKG
Prajakta Dravid, VP, Customer Success, Aislelabs
Kelly McGuire, VP, Customer Success, Everstage
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13:00
Exhibition & networking
Lunch
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14:00
Main stage
Interactive roundtable discussions
Marilena Danelon, Director, Customer Success, Protexxa
Raji RV, Customer Success Manager, IBM
Laurel Hansen, Director, Customer Success - Americas, EcoVadis
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14:45
Main stage
Fireside Chat - Show me the money: Proven tactics to drive revenue without sacrificing customer trust
James Townsend, VP of Customer Success and Growth, ConnectAndSell
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Navigating the CS job market: Hiring and getting hired in the current employment market
Michelle Sheppard, Founder of The Michelle Sheppard
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16:15
Main stage
Fireside chat: Unlocking the power of your CAB: Insights that shape strategy and accelerate growth
Taylor Hodges, Executive Director, Customer Success, JLL
Michelle Sheppard, Founder of The Michelle Sheppard
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16:45
Main stage
Chairperson closing remarks
Andrea Bumstead, CEO & Founder, CS Impact
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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
How to compete with AI to make CS more strategic
Madhur Choudhary, Sr Director, Customer Success, Trackunit
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09:45
Main stage
CS ops at scale: Building the engine for sustainable growth
Haneen Shouman, VP, Global Customer Success, Eptura
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10:15
Exhibition & networking
Coffee break
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10:45
Main stage
Fireside chat - Rethinking roles: Transforming your CS function from transactional to proactive
Charita Kumar, Director, Client Success, Bell
Madhur Choudhary, Sr Director, Customer Success, Trackunit
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11:15
Main stage
Beyond the Bot: How Human-Led CS Thrives in the Age of AI
Kip Ng, Director, Customer Success, Microsoft
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11:45
Main stage
Speed networking session
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12:30
Exhibition & networking
Lunch
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13:30
Main stage
Panel - Defining your role in customer success: Lessons learned from 2025
Talibah Gordon, Manager, Customer Success, Equisoft
Jeff Cann, Former Director, Customer Success, Enable
Kip Ng, Director, Customer Success, Microsoft
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14:15
Main stage
Elevating customer success: Driving value realization with executive engagement & EBRs
Peter Bilewicz, Vice President, Global Customer Success, D2L
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14:45
Main stage
Beyond retention: How CS drives customer lifetime value
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15:15
Main stage
Chairperson closing remarks
Andrea Bumstead, CEO & Founder, CS Impact
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Watch the summit

OnDemand

Catch up on all the sessions from Customer Success Summit Toronto so you can:

- Elevate your team's capability to drive revenue expansion.

- Leverage the latest AI and automation tech to future-prood your CS function.

- Prove the strategic value of CS and embed a customer-centric mindset across your entire org.

Watch OnDemand now.

Toronto
November 12 & 13, 2025

Watch OnDemand

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