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January 29, 2026
Washington

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What's on
Main stage
Exhibition & networking
January 29
January 29
January 29
09:00
Main stage
Chairperson opening remarks
See the details
09:15
Main stage
The human touch: Reinventing customer connections in a digital age
Brittany Casey, Director, Customer Engagement, Docusign
See the details
09:45
Main stage
Customer health scoring unpacked: Challenges, innovations, and best practices
See the details
10:15
Exhibition & networking
Coffee break
See the details
10:45
Main stage
Empathy meets intuition: Nurturing customer-centric thinking across your org
See the details
11:15
Main stage
Fireside chat: The ROI of customer success - how CS drives business impact
Tope Omidiji, Customer Success Director, Microsoft
Jeremy Donaldson, Senior Director, Customer Success, LifeLoop
See the details
11:45
Main stage
Interactive roundtable discussions
Mark Behrle, Head of Customer Success, LinkedIn
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main stage
Panel: AI and the next era of customer success - insights and innovation
Tutu Adenle, Vice President Global CX, Success & Ops, Eventbrite
Janice Garland, Customer Success Director, Salesforce
Krista Crockett, Director, Customer Success, D2L
Carol Gersten, Senior Vice President, Customer Success, Elsevier
See the details
14:15
Main stage
Role evolution: Customer success teams driving and owning revenue
See the details
14:45
Main stage
Relationships, getting above the line and multi-threaded
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Customer success at scale: How to evolve with your growing business
Melonie Keeffe, Head of Customer Success, Language I/O
See the details
16:15
Main stage
Panel: From churn to champions - how to keep customers for the long haul
Rachel Castaneda, Customer Success & Retention Director, Cvent
Tracy Henriques, Vice President, Customer Success, Salsify
Ryan Healy, Executive Vice President, Customer Success, Radancy
See the details
17:00
Main stage
Chairperson closing remarks
See the details
17:00
Main stage
Happy hour sponsored by Customer Success Collective
See the details
What's on
Main stage
Exhibition & networking
January 29
January 29
January 29
09:00
Main stage
Chairperson opening remarks
See the details
09:15
Main stage
The human touch: Reinventing customer connections in a digital age
Brittany Casey, Director, Customer Engagement, Docusign
See the details
09:45
Main stage
Customer health scoring unpacked: Challenges, innovations, and best practices
See the details
10:15
Exhibition & networking
Coffee break
See the details
10:45
Main stage
Empathy meets intuition: Nurturing customer-centric thinking across your org
See the details
11:15
Main stage
Fireside chat: The ROI of customer success - how CS drives business impact
Tope Omidiji, Customer Success Director, Microsoft
Jeremy Donaldson, Senior Director, Customer Success, LifeLoop
See the details
11:45
Main stage
Interactive roundtable discussions
Mark Behrle, Head of Customer Success, LinkedIn
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main stage
Panel: AI and the next era of customer success - insights and innovation
Tutu Adenle, Vice President Global CX, Success & Ops, Eventbrite
Janice Garland, Customer Success Director, Salesforce
Krista Crockett, Director, Customer Success, D2L
Carol Gersten, Senior Vice President, Customer Success, Elsevier
See the details
14:15
Main stage
Role evolution: Customer success teams driving and owning revenue
See the details
14:45
Main stage
Relationships, getting above the line and multi-threaded
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Customer success at scale: How to evolve with your growing business
Melonie Keeffe, Head of Customer Success, Language I/O
See the details
16:15
Main stage
Panel: From churn to champions - how to keep customers for the long haul
Rachel Castaneda, Customer Success & Retention Director, Cvent
Tracy Henriques, Vice President, Customer Success, Salsify
Ryan Healy, Executive Vice President, Customer Success, Radancy
See the details
17:00
Main stage
Chairperson closing remarks
See the details
17:00
Main stage
Happy hour sponsored by Customer Success Collective
See the details
What's on
Main stage
Exhibition & networking
January 29
January 29
January 29
09:00
Main stage
Chairperson opening remarks
See the details
09:15
Main stage
The human touch: Reinventing customer connections in a digital age
Brittany Casey, Director, Customer Engagement, Docusign
See the details
09:45
Main stage
Customer health scoring unpacked: Challenges, innovations, and best practices
See the details
10:15
Exhibition & networking
Coffee break
See the details
10:45
Main stage
Empathy meets intuition: Nurturing customer-centric thinking across your org
See the details
11:15
Main stage
Fireside chat: The ROI of customer success - how CS drives business impact
Tope Omidiji, Customer Success Director, Microsoft
Jeremy Donaldson, Senior Director, Customer Success, LifeLoop
See the details
11:45
Main stage
Interactive roundtable discussions
Mark Behrle, Head of Customer Success, LinkedIn
See the details
12:30
Exhibition & networking
Lunch
See the details
13:30
Main stage
Panel: AI and the next era of customer success - insights and innovation
Tutu Adenle, Vice President Global CX, Success & Ops, Eventbrite
Janice Garland, Customer Success Director, Salesforce
Krista Crockett, Director, Customer Success, D2L
Carol Gersten, Senior Vice President, Customer Success, Elsevier
See the details
14:15
Main stage
Role evolution: Customer success teams driving and owning revenue
See the details
14:45
Main stage
Relationships, getting above the line and multi-threaded
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Customer success at scale: How to evolve with your growing business
Melonie Keeffe, Head of Customer Success, Language I/O
See the details
16:15
Main stage
Panel: From churn to champions - how to keep customers for the long haul
Rachel Castaneda, Customer Success & Retention Director, Cvent
Tracy Henriques, Vice President, Customer Success, Salsify
Ryan Healy, Executive Vice President, Customer Success, Radancy
See the details
17:00
Main stage
Chairperson closing remarks
See the details
17:00
Main stage
Happy hour sponsored by Customer Success Collective
See the details

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