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Watch OnDemand

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

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2026 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
Dannah Barnett Vaughan, Director, Customer Success, Silverline Solutions
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09:30
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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10:00
Main stage
From reactive to proactive: Building a customer success operating system
Cole Miller, Senior Account Representative, Hiver
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10:30
Exhibition & networking
Coffee break
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11:00
Main stage
Fireside chat - The great divide: The impact of CS reporting structure on revenue growth
Jeremy Donaldson, Senior Director, Customer Success, LifeLoop
Dannah Barnett Vaughan, Director, Customer Success, Silverline Solutions
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11:30
Main stage
The story behind the metrics: Turning customer data into customer understanding
Cam Turnbow, VP of Customer Success, Clozd
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12:00
Main stage
Interactive roundtable discussions
Heather Jacobs, Director, Customer Success, AVI-SPL Symphony
Jeremy Donaldson, Senior Director, Customer Success, LifeLoop
Dannah Barnett Vaughan, Director, 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
Todd Kisaberth, Chief Customer Officer, Certinia
Alan Merenbloom, Director, Customer Success, Plume Design, Inc.
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14:45
Main stage
Beyond onboarding: Where real success begins
Stephanie Workman-Bolden, SVP, Partner Success, Discovery Education
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15:15
Exhibition & networking
Coffee break
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15:45
Main stage
Redefining roles in customer success
Vinod Kumar, VP, Customer Success, GAVS Technologies
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16:15
Main stage
Unlocking your customer's story: An empathic approach to data analysis
Gwen Radsch, Manager, Customer Success, Smartling
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16:45
Main stage
Chairperson closing remarks
Dannah Barnett Vaughan, Director, Customer Success, Silverline Solutions
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17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
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