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Event starts in:

38

days :

16

: hours :

43

minutes

54

until summit starts

November 12 & 13, 2026

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

Andrea Bumstead, CEO & Founder, CS Impact

See the details

09:15

Main stage

Where AI is actually saving customer success teams time, and where it still falls short

Ali Kazimi, Director, Customer Lifecycle Management & Strategy, BMO

See the details

09:45

Main stage

Customer success in 2027: From proving sentiment to proving financial impact

Chris MacKinnon, Head of Client Success - Americas, Addepar

See the details

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

See the details

10:45

Exhibition & networking

Coffee break

See the details

11:15

Main stage

Turning customer signals into an early warning system for churn

See the details

11:45

Main stage

Panel | Building CS teams that scale: Talent strategy for a CSM role that's changing fast

Carolina Nemi, Director, Client Success (Canada & Brazil), Indeed

Kip Ng, Director, Customer Success, Microsoft

Yasmen AbdelKhalek, Director, Customer Success, Kindsight

Abbas Husain, Director, Customer Success - NAM Lead, Mastercard

See the details

12:30

Main stage

Making the case in the boardroom: Customer success ROI when CFOs ask harder questions

See the details

13:00

Exhibition & networking

Lunch

See the details

14:00

Main stage

Automating the busywork so customer success managers can focus on relationships

See the details

14:45

Main stage

Interactive roundtable discussions

Madhur Choudhary, Sr Director, Customer Success, Trackunit

Tyler Ryll, Director of Customer Success, Fellow

Victoria Hillier, CSM, M3 Tech

See the details

15:15

Exhibition & networking

Coffee break

See the details

15:45

Main stage

Panel | Agentic AI in CS: Who owns the outcome when AI runs the customer relationship?

Karam Al Jajeh, Director of Customer Success, N-able

Sam Brennand, Director, Customer Enablement (Global), Figma

Gunjan Marwah Nichani, Director of Customer Success Operations, Hyland

See the details

16:15

Main stage

Fireside chat | Built to last: What a decade of scaling customer teams taught one CCO about sustainable pace

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

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

See the details

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

See the details

10:15

Exhibition & networking

Coffee break

See the details

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

Laurel Hansen, Director, Customer Success - Americas, EcoVadis

See the details

11:30

Main stage

The silent architect: How customer success earns a seat in shaping the product roadmap

See the details

12:00

Main stage

Speed networking session

See the details

12:30

Exhibition & networking

Lunch

See the details

13:30

Main stage

Interactive roundtable discussions

Dave Aucoin, Director, Customer Operations, Zuva

Frank Ferlaino, Senior Director Customer Success, Sparkrock

See the details

14:15

Main stage

The pod model: What changes when one CSM manages a fleet of AI agents

See the details

14:45

Main stage

Turning customers into your best sales team: Building a scalable advocacy engine

See the details

15:15

Main stage

Chairperson closing remarks

Andrea Bumstead, CEO & Founder, CS Impact

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

Andrea Bumstead, CEO & Founder, CS Impact

See the details

09:15

Main stage

Where AI is actually saving customer success teams time, and where it still falls short

Ali Kazimi, Director, Customer Lifecycle Management & Strategy, BMO

See the details

09:45

Main stage

Customer success in 2027: From proving sentiment to proving financial impact

Chris MacKinnon, Head of Client Success - Americas, Addepar

See the details

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

See the details

10:45

Exhibition & networking

Coffee break

See the details

11:15

Main stage

Turning customer signals into an early warning system for churn

See the details

11:45

Main stage

Panel | Building CS teams that scale: Talent strategy for a CSM role that's changing fast

Carolina Nemi, Director, Client Success (Canada & Brazil), Indeed

Kip Ng, Director, Customer Success, Microsoft

Yasmen AbdelKhalek, Director, Customer Success, Kindsight

Abbas Husain, Director, Customer Success - NAM Lead, Mastercard

See the details

12:30

Main stage

Making the case in the boardroom: Customer success ROI when CFOs ask harder questions

See the details

13:00

Exhibition & networking

Lunch

See the details

14:00

Main stage

Automating the busywork so customer success managers can focus on relationships

See the details

14:45

Main stage

Interactive roundtable discussions

Madhur Choudhary, Sr Director, Customer Success, Trackunit

Tyler Ryll, Director of Customer Success, Fellow

Victoria Hillier, CSM, M3 Tech

See the details

15:15

Exhibition & networking

Coffee break

See the details

15:45

Main stage

Panel | Agentic AI in CS: Who owns the outcome when AI runs the customer relationship?

Karam Al Jajeh, Director of Customer Success, N-able

Sam Brennand, Director, Customer Enablement (Global), Figma

Gunjan Marwah Nichani, Director of Customer Success Operations, Hyland

See the details

16:15

Main stage

Fireside chat | Built to last: What a decade of scaling customer teams taught one CCO about sustainable pace

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

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

See the details

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

See the details

10:15

Exhibition & networking

Coffee break

See the details

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

Laurel Hansen, Director, Customer Success - Americas, EcoVadis

See the details

11:30

Main stage

The silent architect: How customer success earns a seat in shaping the product roadmap

See the details

12:00

Main stage

Speed networking session

See the details

12:30

Exhibition & networking

Lunch

See the details

13:30

Main stage

Interactive roundtable discussions

Dave Aucoin, Director, Customer Operations, Zuva

Frank Ferlaino, Senior Director Customer Success, Sparkrock

See the details

14:15

Main stage

The pod model: What changes when one CSM manages a fleet of AI agents

See the details

14:45

Main stage

Turning customers into your best sales team: Building a scalable advocacy engine

See the details

15:15

Main stage

Chairperson closing remarks

Andrea Bumstead, CEO & Founder, CS Impact

See the details

Useful links

**Source: Customer Success Salary Survey 2025

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