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Event starts in:
24

days :

4

: hours :

11

minutes

1

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
Andrea Bumstead, Founder of CS Impact
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
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
Andrea Bumstead, Founder of 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, Founder of CS Impact
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
Kip Ng, Director, Customer Success, Microsoft
See the details
14:15
Main stage
Elevating customer success: Driving value realization with eecutive engagement & EBRs
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
Andrea Bumstead, Founder of 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, Founder of CS Impact
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
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
Andrea Bumstead, Founder of 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, Founder of CS Impact
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
Kip Ng, Director, Customer Success, Microsoft
See the details
14:15
Main stage
Elevating customer success: Driving value realization with eecutive engagement & EBRs
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
Andrea Bumstead, Founder of CS Impact
See the details

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