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March 20 & 21, 2024
New York


Agenda

An agenda packed with grounbreaking keynotes, roundtables, breakouts and panel
discussions. Full 2024 agenda to be released soon.

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What's on

March 20
March 21
March 20
March 20
09:00
Main stage
Chairperson opening remarks


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09:15
Main stage
The strategic edge: Empowering CSMs in business reviews
Chad Horenfeldt, Vice President of Customer Experience, PathFactory

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09:45
Main stage
Customer success 2.0: A comparative exploration of human-first and digital-first
paradigms
Tereza Sukopova, Head of Customer Education and Enablement, Cisco

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10:45
Main stage
How to predict and avoid customer churn using data analytics and AI
Suyog Gandhi, Director of Customer Success, Salesforce

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11:15
Main stage
First impressions matter: Elevating your onboarding experience
Mike Sasaki, Chief Customer Officer, ID.me

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11:45
Main stage
Interactive roundtable discussions
Kimberly Ayala, Director of Customer Success, North & South America, Akeneo
Jennifer Hartman, Director of Client Success, Noom

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13:30
Main stage
Panel discussion: Building a high-performance CS team - from recruitment to
retention
Ruy Tiapula de Alencar, Head of Customer Success, Broadridge
Samantha Blum, Director of Customer Success, data.ai
Dylan Douglas, Head of Customer Success, Smartly.io
Steve Clancy, Global Vice President, Customer Success, TIME

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14:15
Main stage
Maximizing revenue potential: The CSM's guide to commercial conversations
Gabriel Dizon, Head of Customer Success, Workday

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14:45
Main stage
Operational excellence: Building customer success in high-growth environments
Alana D'Angelica, Vice President of Customer Success, Wix

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15:45
Main stage
Retention revolution: The changing face of customer success KPIs
Matthew Kaplon, Director of Enterprise Client Success | Logistics and Top
Accounts, Indeed

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16:15
Main stage
Panel discussion: From support to strategy - securing your seat at the table
Christopher Kocher, Regional Head of Customer Success, Financial Times
Avinash Asthana, Principal Leader, Customer Success, IBM
Alan Olegario, Customer Success Account Director, Microsoft
Derrick Smith, Strategic Director of Customer Success, Jellyfish

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17:00
Main stage
Closing Remarks


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17:15
Main stage
Happy hour sponsored by Customer Success Collective


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