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Event starts in:
44

days :

13

: hours :

36

minutes

47

until early bird prices end

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
Customer success in 2027: From proving sentiment to proving financial impact
Kip Ng, Director, Customer Success, Microsoft
See the details
09:45
Main stage
Where AI is actually saving customer success teams time, and where it still falls short
Carolina Nemi, Director, Client Success (Canada & Brazil), Indeed
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 | Agentic AI in CS: Who owns the outcome when AI runs the customer relationship?
Chris MacKinnon, Head of Client Success - Americas, Addepar
Karam Al Jajeh, Director of Customer Success, N-able
Sam Brennand, Director, Customer Enablement (Global), Figma
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Panel | Building CS teams that scale: Talent strategy for a CSM role that's changing fast
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
Debbie Lillitos, Chief Customer Officer, Teamviewer
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
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
Marilena Danelon, Director, Customer Success, Protexxa
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
Customer success in 2027: From proving sentiment to proving financial impact
Kip Ng, Director, Customer Success, Microsoft
See the details
09:45
Main stage
Where AI is actually saving customer success teams time, and where it still falls short
Carolina Nemi, Director, Client Success (Canada & Brazil), Indeed
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 | Agentic AI in CS: Who owns the outcome when AI runs the customer relationship?
Chris MacKinnon, Head of Client Success - Americas, Addepar
Karam Al Jajeh, Director of Customer Success, N-able
Sam Brennand, Director, Customer Enablement (Global), Figma
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Panel | Building CS teams that scale: Talent strategy for a CSM role that's changing fast
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
Debbie Lillitos, Chief Customer Officer, Teamviewer
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
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
Marilena Danelon, Director, Customer Success, Protexxa
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

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