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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, 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
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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10:45
Exhibition & networking
Coffee break
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11:15
Main stage
Interactive roundtable discussions
Heather Jacobs, Director, Customer Success, AVI-SPL Symphony
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12:15
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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12:30
Main stage
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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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
Margaret Sula, Director of Customer Experience, FirstDay Foundation
Sarah Bowe, Sr. VP, Customer Success, Spring Health
Brittany Casey, VP, Customer Success, Disco
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14:45
Main stage
The great divide: The impact of CS reporting structure on revenue growth
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Fireside chat - From onboarding to ongoing impact: Rethinking retention through continuous value delivery
Stephanie Workman-Bolden, VP, Partner Success, Discovery Education
Keishla Ceaser-Jones, Managing Director, Partner Success, EAB
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16:15
Main stage
Winning executive buy-in: Making the strategic ROI of CS your ticket to the executive table
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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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Early bird discount

is now live

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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