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January 28, 2026
Washington

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agenda

An agenda packed with groundbreaking keynotes, roundtables, breakouts and panel discussions. Full 2026 agenda to be released soon.

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What's on
January 28
January 28
January 28
08:00
Exhibition & networking
Welcome breakfast & registration
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09:00
Main stage
Chairperson opening remarks
Sarah Bowe, Sr. VP, Customer Success, Spring Health
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09:15
Main stage
Unlocking your customer's story: An empathic approach to data analysis
Gwen Radsch, CCO, YPulse
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09:45
Main stage
Navigating the AI revolution: Guiding your customers through change and driving product adoption
Natalie Bradley, Sr Director, CS Practices and Offerings, GitHub
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10:15
Main stage
The voice of the customer: Your early warning system for churn and downsell
Alan Merenbloom, Director, Customer Success, Plume Design, Inc.
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10:45
Exhibition & networking
Coffee break
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11:15
Main stage
Interactive roundtable discussions
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12:00
Main stage
From Fear to Frontier: How Microsoft Builds Customer Success Teams that Thrive on the Edge of Innovation
Matthew Morrell, Director, Customer Success, Microsoft
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12:30
Main stage
The great divide: The impact of CS reporting structure on revenue growth
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13:00
Exhibition & networking
Lunch
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14:00
Main stage
Panel: Embedding customer-centricity into the heart of your organization
Krista Crockett, Director, Customer Success, D2L
Sabina Rana, Head of Client Success & Engagement, Bloomberg Industry Group
Margaret Sula, Director of Customer Experience, FirstDay Foundation
Sarah Bowe, Sr. VP, Customer Success, Spring Health
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14:45
Main stage
Fireside chat: CS Ops for the future - Redefining roles in customer success
Tutu Adenle, Vice President Global CX, Success & Ops, Eventbrite
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Fireside chat: Beyond onboarding: Strategies for customer success & retention
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16:15
Main stage
The value multiplier: Demonstrating the strategic ROI of CS
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16:45
Main stage
Chairperson closing remarks
Sarah Bowe, Sr. VP, Customer Success, Spring Health
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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Get your ticket

for the summit

We’re bringing together the brightest minds in customer success for a day of unrivaled networking, learning, and discussion so you can:

- Prove the ROI of CS and implement impactful CS tactics to drive growth.

- Leverage the latest uses of AI & emerging tech to amplify reach.

- Embed a customer-centric mindset across your entire org.

- Meet mentors & build a network of peers you can rely on throughout your career.

Washington, D.C.
January 28, 2026

Register now

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