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

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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
Chris MacKinnon, Head of Client Success - Americas, Addepar
See the details
09:45
Main stage
Customer success in 2027: From proving sentiment to proving financial impact
Emma Lo, Head of Customer Success, Kameleoon
See the details
10:15
Main stage
Fireside Chat | From CSM to SVP: What the path to the top of customer success actually looks like
Andrea Bumstead, CEO & Founder, CS Impact
Erika Cowen, Senior Vice President Customer Success, Entrust
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
Building a customer value pipeline
Madhur Choudhary, Sr Director, Customer Success, Trackunit
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, Mastercard
See the details
12:30
Main stage
Sell without selling: What changes when CS owns expansion
Brandon Chin, Head of Customer Success, The Adaptavist Group
See the details
13:00
Exhibition & networking
Lunch
See the details
14:00
Main stage
Interactive roundtable discussions
Tyler Ryll, Director of Customer Success
Victoria Hillier, CSM, M3 Tech
Dave Aucoin, Director, Customer Operations, Zuva
Srinidhi Narayana, Enterprise Customer Success Manager, Rightsline
Jennifer Sutton, VP, Customer Success, CS Impact
See the details
14:45
Main stage
Panel | Before AI faces the customer: What CS teams need to get right behind the scenes first
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
15:30
Exhibition & networking
Coffee break
See the details
16:00
Main stage
Automate the Friction, Keep the Human: Where AI Belongs in the Customer Journey
Claudia Lona, Director, Customer Success Operations, StickerYou
See the details
16:30
Main stage
Speed networking session
Andrea Bumstead, CEO & Founder, CS Impact
See the details
16:45
Main stage
Chairperson closing remarks
Andrea Bumstead, CEO & Founder, CS Impact
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
The Customer Context Gap: Everyone Has the Data. Who Has the Customer?
Karen Lam, Director of Customer Support, Top Hat
See the details
09:45
Main stage
Green isn't a renewal strategy: What health scores miss about the customer's next buying decision
Al Ricci, Global Lead, Customer Success Programs & Operations, Oracle
See the details
10:15
Exhibition & networking
Coffee break
See the details
10:45
Main stage
Building Together: What customer success looks like when you build from scratch
Bryanne Massey, VP, Customer Experience, Chartwell Retirement Residences
See the details
11:15
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
Dannah Barnett Vaughan, Director, Customer Success, Silverline Solutions
See the details
12:00
Main stage
Interactive roundtable discussions
Tarang Singhal, Scaled Onboarding & Adoption Lead, Element451
James Alarcon, Head of Customer Success, Pontosense
Isha Seth, Senior Team Lead, Enterprise Customer Success, EZRA Coaching
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Main stage
Closing the important renewal: How CS teams run renewals like a sales process
Tyler Ryll, Director of Customer Success
See the details
14:15
Main stage
Speed networking session
See the details
14:45
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
Chris MacKinnon, Head of Client Success - Americas, Addepar
See the details
09:45
Main stage
Customer success in 2027: From proving sentiment to proving financial impact
Emma Lo, Head of Customer Success, Kameleoon
See the details
10:15
Main stage
Fireside Chat | From CSM to SVP: What the path to the top of customer success actually looks like
Andrea Bumstead, CEO & Founder, CS Impact
Erika Cowen, Senior Vice President Customer Success, Entrust
See the details
10:45
Exhibition & networking
Coffee break
See the details
11:15
Main stage
Building a customer value pipeline
Madhur Choudhary, Sr Director, Customer Success, Trackunit
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, Mastercard
See the details
12:30
Main stage
Sell without selling: What changes when CS owns expansion
Brandon Chin, Head of Customer Success, The Adaptavist Group
See the details
13:00
Exhibition & networking
Lunch
See the details
14:00
Main stage
Interactive roundtable discussions
Tyler Ryll, Director of Customer Success
Victoria Hillier, CSM, M3 Tech
Dave Aucoin, Director, Customer Operations, Zuva
Srinidhi Narayana, Enterprise Customer Success Manager, Rightsline
Jennifer Sutton, VP, Customer Success, CS Impact
See the details
14:45
Main stage
Panel | Before AI faces the customer: What CS teams need to get right behind the scenes first
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
15:30
Exhibition & networking
Coffee break
See the details
16:00
Main stage
Automate the Friction, Keep the Human: Where AI Belongs in the Customer Journey
Claudia Lona, Director, Customer Success Operations, StickerYou
See the details
16:30
Main stage
Speed networking session
Andrea Bumstead, CEO & Founder, CS Impact
See the details
16:45
Main stage
Chairperson closing remarks
Andrea Bumstead, CEO & Founder, CS Impact
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
The Customer Context Gap: Everyone Has the Data. Who Has the Customer?
Karen Lam, Director of Customer Support, Top Hat
See the details
09:45
Main stage
Green isn't a renewal strategy: What health scores miss about the customer's next buying decision
Al Ricci, Global Lead, Customer Success Programs & Operations, Oracle
See the details
10:15
Exhibition & networking
Coffee break
See the details
10:45
Main stage
Building Together: What customer success looks like when you build from scratch
Bryanne Massey, VP, Customer Experience, Chartwell Retirement Residences
See the details
11:15
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
Dannah Barnett Vaughan, Director, Customer Success, Silverline Solutions
See the details
12:00
Main stage
Interactive roundtable discussions
Tarang Singhal, Scaled Onboarding & Adoption Lead, Element451
James Alarcon, Head of Customer Success, Pontosense
Isha Seth, Senior Team Lead, Enterprise Customer Success, EZRA Coaching
See the details
12:45
Exhibition & networking
Lunch
See the details
13:45
Main stage
Closing the important renewal: How CS teams run renewals like a sales process
Tyler Ryll, Director of Customer Success
See the details
14:15
Main stage
Speed networking session
See the details
14:45
Main stage
Chairperson closing remarks
Andrea Bumstead, CEO & Founder, CS Impact
See the details

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