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January 28, 2026
Convene Hamilton Square
600 14th Street Northwest
Washington

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agenda

Deep dive into the CS track below, and if you want to explore what else is happening across the other co-located tracks, discover more here.

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
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09:15
Main stage
Saving the renewal: The warning signs of downsell and churn - and what to do next
Alan Merenbloom, Director, Customer Success, Plume Design, Inc.
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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
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
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10:45
Exhibition & networking
Coffee break
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11:15
Main stage
Fireside chat - Beyond onboarding: Where real success begins
Stephanie Workman-Bolden, SVP, Partner Success, Discovery Education
Keishla Ceaser-Jones, Managing Director, Partner Success, EAB
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11:45
Main stage
The story behind the metrics: Turning customer data into customer understanding
Cam Turnbow, VP of Customer Success, Clozd
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12:15
Main stage
Interactive roundtable discussions
Heather Jacobs, Director, Customer Success, AVI-SPL Symphony
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
Jeremy Donaldson, Senior Director, Customer Success, LifeLoop
Dannah Barnett Vaughan, Principal of Customer Success, Silverline Solutions
Natalie Alesi, Senior Director, Customer Success, iManage
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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
Sarah Bowe, Sr. VP, Customer Success
Alan McBride, Director of Area Support, US Federal, State & Local Government and Education, Microsoft
Todd Kisaberth, Chief Customer Officer, Certinia
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14:45
Main stage
Fireside chat - Redefining roles in customer success
Tutu Adenle, Vice President Global CX, Success & Ops, Eventbrite
Vinod Kumar, VP, Customer Success, GAVS Technologies
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14:45
Workshop room
Workshop - From fear to frontier: How Microsoft builds CS teams that thrive on the edge of innovation
Matthew Morrell, Director, Customer Success, Microsoft
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Unlocking your customer's story: An empathic approach to data analysis
Gwen Radsch, Manager, Customer Success, Smartling
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16:15
Main stage
Fireside chat - The great divide: The impact of CS reporting structure on revenue growth
Mike Lee, Global Head of Renewals, Avalara
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16:45
Main stage
Chairperson closing remarks
Sarah Bowe, Sr. VP, Customer Success
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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 your value as a CSM by implementing key tactics that deliver ROI and drive growth.

- Turn predictive analytics into decisions faster than your competition.

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

- Meet mentors & build a network of peers that will fuel your career growth.

Washington, D.C.
January 28, 2026

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