First Comes Success Then Comes Hypergrowth! An IBM Story of Scaling Customer Success

Completing a large-scale rollout of Customer Success doesn’t have to be complex. With the right people, process and practice, driving...

Launch Customer Success Fast and Deliver the Value your Customers Expect

With the growing importance of customer success, businesses are not only focused on establishing a customer success function and launching...

New Company, New Team: Creating Customer Success as a New Function

As seasoned CS leaders, our panelists have experienced building out CS teams and strategies for multiple organizations. In this session,...

Aligning Stakeholders on a Shared Vision & Key Milestones

Come to this session to learn how to build a vision for shared success across your Strategy and Operations teams....

The Customer Health Bake Off: Creating Great Health Models Through Iteration (Gainsight on Gainsight)

In this session, Gainsight’s Kendra McClanahan, Manager, Customer Success Operations, will focus on the importance of not only establishing a...

Building Programs That Drive Adoption at Scale

At the core of retention and growth is adoption. If customers aren’t adopting your product, they probably aren’t seeing value...

Win Fast by Hiring CS Operations Early

At the center of some of the most impactful Customer Success strategies lies CS Operations. From translating high-level goals into...

To All the Jobs I’ve Loved Before: Navigating a Career in CS Operations

Customer Success Operations plays a critical role in enabling and scaling your Customer Success team, but as a relatively new...

Enablement: The Key to CS Success (Gainsight on Gainsight)

There’s a pitfall in Customer Success Operations: You can focus intently on making CSMs more efficient, but leave their customer...

Drive to Thrive: How CS Ops Enables a High Performance Strategy

Delivering Operations ROI for Customer Success is critical to any successful team. At PTC, we’ve tied the success of our...

Building O2: Lessons Learned Creating Gainsight’s Value Realization Program (Gainsight on Gainsight)

In this session, VP of Client Experience Tyler McNally will share how we designed Gainsight’s Value Realization Program – O2...

End-To-End Outcomes: Strategies for Delivering Value Throughout the Entire Customer Journey

In today’s customer-centric world, delivering value to your customers across their entire lifecycle is absolutely critical to retaining them and...

Real-World Outcomes: How Uber Eats Leverages Technology to Power Outcomes Across the Customer Lifecycle

While the type of customers in your base and the post-sale journey may be different for many businesses, one thing...

Fast and Furious SaaS Drift: Is Sales or CS in the Driver’s Seat? (Gainsight on Gainsight)

Our answer? Both sales and CS teams need to work together in order to truly accelerate the growth of the...

Delphix: How Value Engineering leads to Customer Success

From the very start of our company’s interaction with potential clients, we’re focused on identifying the value our customers are...

Start with a Plan and Execute: How to Establish CS with Sales

Having algined Sales and CS teams is imperative in setting the tone of the customer journey. During this session, panel...

From On-Prem to the Cloud. How Customer Success has Been Adapted and Adopted

As companies make the shift to a cloud model, they’re faced with taking on another transformation – shifting from reactive,...

You’re on Mute: Making CS Work In a Remote-first Model

What does Customer Success look like in a world where we aren’t actually able to interact with our customers live...

NDR: Key Benchmarks at $50M, $200M, $1B ARR

Net Dollar Retention (NDR) is quickly becoming the “North Star” metric for recurring revenue businesses when measuring the impact of...

The Power of CS from an Investor POV

Customer Success has seen tremendous growth over the past several years, and as it has evolved, has been recognized for...

PX, I Still Love You: Nurturing Customer Success Using Your Product (Gainsight on Gainsight)

Until we’ve uncovered the secrets to cloning, your product is the CSM’s best way to be everywhere at once. After...

Trial With Benefits: How to Use Your Free Trial to Drive Quicker Time to Value

Product Experience is a large part of the customer journey. The product experience is central to our product vision and...

Netflix’s Customer Obsession

In this highly interactive talk, Gib shares how Netflix moved beyond customer focus to delight its customers in hard-to-copy, margin-enhancing...

Closing the “Say Do Gap”: Using Your Product to Deeply Understand Customer Needs

In this session, we will learn how data, feedback and closed-loop communication with users can help bridge the “say-do gap”...

Glint Guided Experience (GGE): Creating WOW customer moments at scale

As a follow up to last year’s discussion about how to create a WOW customer experience at scale, we will...

The Joy of Digital Success (Gainsight on Gainsight)

When looking at a painting, each piece of the artwork is important to defining the painting. What might be the...

Hypergrowth Through Customer Success

Customer success isn’t just a means to an end—it’s a huge growth lever when done right. In this panel, we’ll...

PayPal: Our Road to World-Class Customer Success

PayPal Merchant Success Story Maeve Dorman is PayPal’s Senior Vice President of ‘Customer Success Management, Revenue Operations and Enablement.’ The...

Your Customers Need You to Put Yourself First: Listen to Them!

In any customer facing role it can be easy to be fully focused on the customer’s agenda. This can easily...

Human First in CS Starts with Yourself, Not Your Customers

Human-first in Customer Success is all about creating an environment for relationships between people to thrive. Relationships thrive when there’s...

Grow Your Personal Brand in 30 Minutes a Day or Less

Growing your personal brand doesn’t have to be time-consuming or difficult. All it takes is a few minutes each day...

The Key to Customer Success: Leadership

You’re thinking about renewals, health scores, dashboards – these are all important, but how often do you think about the...

Team Up with Sales to Drive Revenue

Sales and CS Teams are often placed into conflict by their goals and compensation plans. By teaming up, CS and...

Outcome-Based Selling: Expanding Accounts Without Compromising Your Trusted Advisor Relationship

As a Customer Success Professional, your role often requires you to work closely with other departments within your organization to...

How To Hire A Customer Success Manager The Right Way

How do you ensure that you’re hiring the perfect customer success manager for the job? Hiring CSMs can be complicated....

ONE Powerful Word That Can Transform Your Customer Relationships

Have you ever struggled with getting your customers to take action, complete what they committed to, or see your solution...

Turning Customer Interviews Into Tangible Features

Customer Interviews are meant to help product people gain qualitative insights on how and why customers and users buy and...

Actionable Success: How to Exponentially Multiply your Success with the Human-First Success Equation

To be Human-First in Customer Success means expanding the singular focus of a customer’s success, to multiplying that success for...

Is the Time Right for AI in Customer Success?

Today’s CSMs have to handle thousands of conversations, hundreds of thousands of data points and are also on the hook...

After The Final Session: The Working Parents of Customer Success Tell All

For our final session, we follow one of the most dramatic times in Customer Success history—the Work From Home season....

The Fate of The Customer is the Future of Product Management

Is it destiny, is it fate? According to Product School’s survey of 1500+ product leaders, the fate of the customer...

Exploring the Connection Between Customer Education & Customer Success

There is a big difference between selling outcomes and helping clients achieve those outcomes. In this session, Intellum CCO Ruben...

Onboarding for Retention & Revenue

Dominic will give attendees an exclusive look at how customer success organizations can use customer-centric processes in tandem with a...

Why Customer Value Management Solidifies Customer Retention and Ensures Upsell

In today’s SaaS economy, contracts are up for evaluation every year as a part of their renewal cycle. While 100%...

What Customers Want: 5 Key Insights from Hundreds of Churn Interviews

IcebergIQ has conducted hundreds of churn interviews on behalf of B2B software companies. Often interviewees will use examples of being...

The Danger of Mediocre Support Experiences & How to Fix Them!

Join Adrian Speyer, Head of Community with Higher Logic, as he discusses the importance of creating a solid self-support experience...

Bizzabo’s Customer Experience Strategy: Creating Economies of Scale

Well-defined experiences are what keeps people coming back for more, especially in crowded verticals like SaaS & B2B Software. Your...

5 High-Impact Ideas to Level Up Your Customer Onboarding

We talked to 100 CS leaders, and picked 5 simple-yet-powerful concepts that anyone can put to use in their onboarding...

CS Fight Club: The Things You Don’t Own End Up Owning You

How the most avoidable causes of customer churn are areas you’re likely not talking about — or don’t have ownership...

Building a High-Touch Engagement Model with a Horizontal Product

It can sometimes take a hundred interactions to build a strong, long-lasting relationship with a customer—but only one to break...

No One Cares About Your Go-Live

Customer Success (CS) is the key growth engine for companies where it forms a core tenet of their strategy and...

Customer Success Operations Deep-Dive (Pulse Unplugged) – Day 2

Join Customer Success Operations to learn about the field, what’s trending, and how you can improve your systems, processes, and...

Elevating Relationships with Your Executive Sponsors (Pulse Unplugged)

To increase renewals, you must be aligned with your Executive Sponsors, ensuring you’re speaking the language of leadership – the...

Revenue Collective: Career and Professional Development (Pulse Unplugged)

Sam Jacobs, CEO and Founder of Revenue Collective, will be joined by key partners and leaders from within the community...

Monetized Customer Success – Pros and Cons (Pulse Unplugged)

Are you trying the monetize Customer Success in your org? Discuss the pros and cons of adding a monetized element...

Pooled CSM Model and 1:Many Power Combinations (Pulse Unplugged)

As the business scales we always face challenges balancing resources to deliver the highest impact to Customers in the most...

Scaling for High Growth (Pulse Unplugged)

Let’s discuss how CX and CSM teams are evolving to ensure they are delivering high impact customer value.

GameChanger Community: Learn How to Thrive in the Community (Pulse Unplugged)

Learn how CS leaders and Gainsight Admins have crowdsourced ideas and driven product enhancements in the GameChanger Community.

Scaling Diversity, Scaling Success (Pulse Unplugged)

Hiring for diversity doesn’t just impact DEI metrics.It’s the key to rapidly scaling a high-performing team that delivers strong client...

Break Through the Noise with Gain Grow Retain (Pulse Unplugged) – Day 1

Come talk about ways to break through the noise, create your voice and connect with your customers to drive retention.

Career Corner: Practical Advice for Advancing your CS Career (Pulse Unplugged)

Do you want to advance in your CSM, CS Ops, or CS Leadership career? Want to hear how others have...

Chairside Yoga with Danielle Allwood (Pulse Unplugged) – Day 1

Unplug your mind, recharge your body

Customer Onboarding Workshop by Rocketlane (Pulse Unplugged)

We learn about your implementation problems, and give you actionable insights on how you can improve your onboarding and implementation...

Customer Success Operations Deep-Dive (Pulse Unplugged) – Day 1

Join Customer Success Operations to learn about the field, what’s trending, and how you can improve your systems, processes, and...

Defragmenting Your Customer Experience Across Teams

Take a look at your at-risk customers. Unless there was sponsor change or something else outside your control, you can...

O2: Value Realization Programs (Pulse Unplugged)

Value Realization Programs like Gainsight’s O2 are critical to quickly show ROI and drive expansion. Share your approach and learn...

Product Fails: Mistakes, Pitfalls, and Traps to Avoid (Pulse Unplugged)

Everybody makes mistakes. Even the best product people can admit to that. In this lively discussion, we will be talking...

Simplifying CS with Growth Molecules: Process + Systems (Pulse Unplugged)

Complexities diminish CX & revenue opportunities. Learn how to simplify customer success which leads to expansion & retention opportunities.

Top 5 Things Successful CSMs can do to Grow their Business (Pulse Unplugged)

We’ll talk about how we build skills, how we change behavior and the top 5 things successful CSMs do to...

Why You Need a Customer Education Strategy In Your CS Motion (Pulse Unplugged)

This conversation will include engagement from the audience to discuss how to set up and manage a successful customer education...

Binge Worthy Series to Add to Your Watch List (Pulse Unplugged)

Put on your sweats, get comfy, and join us for a casual conversation about binge worthy series that you have...

Break Through the Noise with Gain Grow Retain (Pulse Unplugged) – Day 2

Come talk about ways to break through the noise, create your voice and connect with your customers to drive retention.

Career-flix After Party: Tips, Tricks & Hacks to Fast Track Success (Pulse Unplugged)

Join your hosts Dana & Laura for lively discussions and rapid-fire Q&A, on how to find, pivot, achieve, and fast-track...

Chairside Yoga with Danielle Allwood (Pulse Unplugged) – Day 2

Unplug your mind, recharge your body

Gainsight in Paris

The CCO’s Gambit

Retention King

Success Things

The Workplace

The Haunting of Red Customers

Nick’s Creek

A Little Customer Obsessed