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Event starts in:
13

days :

21

: hours :

59

minutes

22

until doors open in D.C.

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

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agenda

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What's on
Main stage
Exhibition & networking
January 28
January 28
January 28
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Main stage
Chairperson opening remarks
Sarah Bowe, Sr. VP, Customer Success
See the details
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.
See the details
09:45
Main stage
From fear to frontier: How Microsoft builds CS teams that thrive on the edge of innovation
Matthew Morrell, Director, Customer Success, Microsoft
Melisa Bardhi, Senior Cloud Solution Architect | Cloud & AI, Microsoft
See the details
10:15
Main stage
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
11:45
Main stage
The story behind the metrics: Turning customer data into customer understanding
Cam Turnbow, VP of Customer Success, Clozd
See the details
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
See the details
13:00
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Unlocking your customer's story: An empathic approach to data analysis
Gwen Radsch, Manager, Customer Success, Smartling
See the details
16:15
Main stage
Fireside chat - The great divide: The impact of CS reporting structure on revenue growth
See the details
16:45
Main stage
Chairperson closing remarks
Sarah Bowe, Sr. VP, Customer Success
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
What's on
Main stage
Exhibition & networking
January 28
January 28
January 28
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Main stage
Chairperson opening remarks
Sarah Bowe, Sr. VP, Customer Success
See the details
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.
See the details
09:45
Main stage
From fear to frontier: How Microsoft builds CS teams that thrive on the edge of innovation
Matthew Morrell, Director, Customer Success, Microsoft
Melisa Bardhi, Senior Cloud Solution Architect | Cloud & AI, Microsoft
See the details
10:15
Main stage
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
11:45
Main stage
The story behind the metrics: Turning customer data into customer understanding
Cam Turnbow, VP of Customer Success, Clozd
See the details
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
See the details
13:00
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Unlocking your customer's story: An empathic approach to data analysis
Gwen Radsch, Manager, Customer Success, Smartling
See the details
16:15
Main stage
Fireside chat - The great divide: The impact of CS reporting structure on revenue growth
See the details
16:45
Main stage
Chairperson closing remarks
Sarah Bowe, Sr. VP, Customer Success
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details
What's on
Main stage
Exhibition & networking
January 28
January 28
January 28
08:00
Exhibition & networking
Welcome breakfast & registration
See the details
09:00
Main stage
Chairperson opening remarks
Sarah Bowe, Sr. VP, Customer Success
See the details
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.
See the details
09:45
Main stage
From fear to frontier: How Microsoft builds CS teams that thrive on the edge of innovation
Matthew Morrell, Director, Customer Success, Microsoft
Melisa Bardhi, Senior Cloud Solution Architect | Cloud & AI, Microsoft
See the details
10:15
Main stage
Back to the future: Building an AI support system for simplicity, speed, and empathy
Niraj Rout, CEO & Co-founder, Hiver
See the details
10:45
Exhibition & networking
Coffee break
See the details
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
See the details
11:45
Main stage
The story behind the metrics: Turning customer data into customer understanding
Cam Turnbow, VP of Customer Success, Clozd
See the details
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
See the details
13:00
Exhibition & networking
Lunch
See the details
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
See the details
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
See the details
15:15
Exhibition & networking
Coffee break
See the details
15:45
Main stage
Unlocking your customer's story: An empathic approach to data analysis
Gwen Radsch, Manager, Customer Success, Smartling
See the details
16:15
Main stage
Fireside chat - The great divide: The impact of CS reporting structure on revenue growth
See the details
16:45
Main stage
Chairperson closing remarks
Sarah Bowe, Sr. VP, Customer Success
See the details
17:00
Exhibition & networking
Happy hour sponsored by Customer Success Collective
See the details

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