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Event starts in:
44

days :

16

: hours :

52

minutes

39

until summit doors open

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

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agenda

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What's on
Main stage
Exhibition & networking
November 12
November 13
November 12
November 12
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Main stage
Chairperson opening remarks
See the details
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
See the details
09:45
Main stage
One team, one revenue engine: Rethinking CS and sales alignment from the top down
Richard Wiltshire, VP, Customer Success Management and Renewals, Atlassian
See the details
10:15
Main stage
From cost center to revenue driver: Monetizing customer success with tiered support models
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
Beyond the Bot: How Human-Led CS Thrives in the Age of AI
Kip Ng, Director, Customer Success, Microsoft
See the details
11:45
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
Stephen O'Connor, VP, Customer Success and Account Management, 1Password
See the details
12:30
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
See the details
13:00
Exhibition & networking
Lunch
See the details
14:00
Main stage
Interactive roundtable discussions
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Navigating the CS job market: Hiring and getting hired in the current employment market
Michelle Sheppard, VP, Customer Success, Smarsh
See the details
16:15
Main stage
Strategic OKRs: Positioning customer success to drive net retention
See the details
16:45
Main stage
Chairperson closing remarks
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
November 13
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Main stage
Chairperson opening remarks
See the details
09:15
Main stage
Voice of the customer, reimagined: Turning feedback into a global growth engine
Nicolas Gyurkovics, Global Director, Customer Success + Process Owner O2C, Septodont
See the details
09:45
Main stage
CS ops at scale: Building the engine for sustainable growth
Haneen Shouman, VP, Global Customer Success, Eptura
See the details
10:15
Exhibition & networking
Coffee break
See the details
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
See the details
11:15
Main stage
The retention engine: Building a data strategy that powers personalization at scale
Callie Reynolds, VP, Customer Success, Top Hat
See the details
11:45
Main stage
Speed networking session
Victoria Hillier, CSM, M3 Tech
See the details
12:30
Exhibition & networking
Lunch
See the details
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
See the details
14:15
Main stage
Elevating customer success: Delivering value realization through executive engagement
Peter Bilewicz, Vice President, Global Customer Success, D2L
See the details
14:45
Main stage
Beyond retention: How CS drives customer lifetime value
See the details
15:15
Main stage
Chairperson closing remarks
See the details
What's on
Main stage
Exhibition & networking
November 12
November 13
November 12
November 12
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Main stage
Chairperson opening remarks
See the details
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
See the details
09:45
Main stage
One team, one revenue engine: Rethinking CS and sales alignment from the top down
Richard Wiltshire, VP, Customer Success Management and Renewals, Atlassian
See the details
10:15
Main stage
From cost center to revenue driver: Monetizing customer success with tiered support models
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
Beyond the Bot: How Human-Led CS Thrives in the Age of AI
Kip Ng, Director, Customer Success, Microsoft
See the details
11:45
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
Stephen O'Connor, VP, Customer Success and Account Management, 1Password
See the details
12:30
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
See the details
13:00
Exhibition & networking
Lunch
See the details
14:00
Main stage
Interactive roundtable discussions
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Navigating the CS job market: Hiring and getting hired in the current employment market
Michelle Sheppard, VP, Customer Success, Smarsh
See the details
16:15
Main stage
Strategic OKRs: Positioning customer success to drive net retention
See the details
16:45
Main stage
Chairperson closing remarks
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
November 13
08:00
Exhibition & networking
Registration & welcome breakfast
See the details
09:00
Main stage
Chairperson opening remarks
See the details
09:15
Main stage
Voice of the customer, reimagined: Turning feedback into a global growth engine
Nicolas Gyurkovics, Global Director, Customer Success + Process Owner O2C, Septodont
See the details
09:45
Main stage
CS ops at scale: Building the engine for sustainable growth
Haneen Shouman, VP, Global Customer Success, Eptura
See the details
10:15
Exhibition & networking
Coffee break
See the details
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
See the details
11:15
Main stage
The retention engine: Building a data strategy that powers personalization at scale
Callie Reynolds, VP, Customer Success, Top Hat
See the details
11:45
Main stage
Speed networking session
Victoria Hillier, CSM, M3 Tech
See the details
12:30
Exhibition & networking
Lunch
See the details
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
See the details
14:15
Main stage
Elevating customer success: Delivering value realization through executive engagement
Peter Bilewicz, Vice President, Global Customer Success, D2L
See the details
14:45
Main stage
Beyond retention: How CS drives customer lifetime value
See the details
15:15
Main stage
Chairperson closing remarks
See the details

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