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Where Customer Success Meets Woodstock

Customer Success is one of the fastest growing professions in the modern economy. If you are in a customer-facing role, you cannot afford to miss the definitive networking and learning conference in Customer Success.

  • Deep Learning

    You won’t find a better concentration of Customer Success best practices on the planet. Keynotes from industry luminaries and hands-on workshops to ensure you and your team leave with a competitive edge.

  • Elite Speakers

    Pulse is where the most profound voices in Customer Success share their perspectives with the industry. From business luminaries, executives, to leading practitioner case studies.

  • Peer Networking

    With 5000+ attendees gathered at Pulse 2018, this is THE premiere opportunity to meet peers and forge relationships in Customer Success that will last a lifetime.

Pulse Academy Live!

Pulse Academy Live (aka CSM Certification Day) is an internationally-renowned Customer Success educational event happening the day before Pulse APAC. This day-long immersive experience is meant for CS professionals and deep-dives into the latest best practices and thought leadership. We’ll provide high-quality content, workshops, and experts to accelerate your career and the impact you’ll have on your business. You’ll walk away with a strong foundation built around the proven core concepts of Customer Success.

What to Expect

Full-Day, In-Person Program

Expert leaders in Customer Success will guide the day’s learning and share their practical wisdom. This “conference-within-a-conference” will include a keynote, workshops, ask-me-anything sessions, and opportunities to collaborate with like-minded peers. At the end of the day, you’ll have the chance to earn certification.

Course Description

  • Customer Success Fundamentals

    This course will provide you with the foundation necessary to be successful in this rapidly-growing profession. It’s perfect for those new to Customer Success, new to the role of CSM, or anyone looking to learn the fundamentals of CS.

Pulse Academy Agenda

Customer Success Fundamentals

This course will provide you with the foundation necessary to be successful in this rapidly-growing profession. It’s perfect for those new to Customer Success, new to the role of CSM, or anyone looking to learn the fundamentals of CS.

  • 7:30 AM - 8:30 AM
    Registration Open & Light Breakfast
  • 8:30 AM - 8:45 AM
    Welcome & Logistics
  • 8:45 AM - 9:30 AM

    Why Customer Success Matters

    We’ve entered a new age. Customers have new expectations and represent new opportunities for growth. In this session, you’ll discover how Customer Success plays a critical role in maximising the value of your customer base.

  • 9:30 AM - 10:00 AM

    Customer Success Basics

    What is Customer Success? What isn’t it? And what does a CSM do, exactly? Learn the answers to these questions and much, much more in Customer Success Fundamentals. This session will provide you with a solid understanding of the function of Customer Success and the frameworks involved in delivering the outcomes your customers truly desire.

  • 10:00 AM - 10:30 AM

    Panel: 10 Laws of Customer Success

    Customer Success is growing every day. With all the tactics and strategies floating around, it can be hard to turn the overflow of information into an organised strategy. This session will cover 10 fundamental laws of Customer Success that you can use to give your frameworks some more focus.

  • 10:30 AM - 10:40 AM
    Break
  • 10:40 AM - 11:30 AM

    Customer Success Metrics

    The most impactful Customer Success teams are metrics-driven. They know which numbers matter and how to calculate them—and after this session, you will too. Get ready to deep-dive into the metrics commonly used by best-in-class Customer Success orgs and gain a deep understanding of terms like churn, retention, renewal rate, and more.

  • 11:30 AM - 12:00 PM

    Ask-Me-Anything Session with Gainsight Executive

    This session is a great opportunity to engage candidly with us at Gainsight. Bring your questions—even the hard ones. We will rapid-fire answer as many of them as we can, starting with the ones upvoted in real time by attendees.

  • 12:00 PM - 1:00 PM
    Lunch
  • 1:00 PM - 1:15 PM
    Pulse Academy Competition, It's a Tradition
  • 1:15 PM - 2:00 PM

    Customer Journey Mapping Workshop

    A customer journey map is a key part of Customer Success strategy, and in this session, we’re diving deep into the methodology for doing it right. You’ll learn invaluable skills like how to define key personas, build out playbooks, understand success across the customer lifecycle, define key stages, and more. At the end of the session, you’ll have the tools you need to create meaningful journeys for your customers.

  • 2:00 PM - 2:30 PM

    Panel: Traits of a Great CSM

    Not every CSM is created equal. What habits and traits are required to move from good to great? In this session, we will explore the key traits found in the most effective CS professionals and provide a tangible approach for becoming a "rock star" CSM.

  • 2:30 PM - 3:15 PM

    Customer Health Score Workshop

    The process of designing and implementing an effective customer health score requires a careful balancing act of identifying meaningful measures and thresholds while keeping it simple. We will give you some very practical guidance and share best practises. The fundamental goal of scorecards is to improve customer retention and expansion by having better line-of-sight into risks and growth opportunities.

  • 3:15 PM - 3:25 PM
    Break
  • 3:25 PM - 4:15 PM

    Two CSMs Walk into a Costa

    This fun and interactive session will feature two principal-level Customer Success Managers having "coffee talk" about a day in the life of a CSM. Top audience-voted topics will be covered such as EBRs, Risk Management, Surveys, Comp Structures, and many more, giving everyone practical takeaways.

  • 4:15 PM - 4:30 PM
    Final Thoughts and Session Wrap
  • 4:30 PM - 5:00 PM
    PULSE CERTIFICATION EXAMS

Agenda

Registration

Sign Your Team Up Today While Prices Are Still Low

Cancel by September 30, 2018 for a full refund. 50% refunds given from October 1st — November 9th. No refunds after November 9th.

Hyatt Regency Sydney

Pulse APAC will be held at the centrally-located Hyatt Regency Sydney. Walking-distance from a variety of iconic locations, this venue will provide ample opportunities to network with fellow customer-focused peers inside and outside its walls. This is an incredibly special time for Customer Success as this event marks the true, international application of the discipline.

161 Sussex Street, Sydney, New South Wales, Australia, 2000

Hotels

Making a Week in Sydney a Little Less Expensive

  • Hyatt Regency Sydney
    Hyatt Regency Sydney

    161 Sussex Street, Sydney
    $315 per Night

    Reserve Now

Sponsors

Presented By

Interested in Sponsoring Pulse? Learn more.

Q&A

  • What is Pulse APAC?

    Australia and Asia Pacific’s definitive Customer Success learning and networking event.

  • Why should I attend?

    Customer Success is one of the fastest growing professions in the modern economy and if you’re in a customer-facing role, you cannot afford to miss Pulse APAC. You’ll walk away with a fundamental understanding of Customer Success, advanced tactics, and concrete ideas you can apply within your organization. We have four comprehensive breakout tracks covering a wide range of topics:

    • Imperatives of Customer Success
    • Road to Transformation
    • Customer Success Alignment
    • Success Unplugged
  • What is Pulse Academy Live?

    Pulse Academy Live (aka CSM Certification Day) is an internationally-renowned Customer Success educational event. This day-long experience provides a smaller, classroom-style setting to learn and network the day before Pulse APAC. Think of it like a conference-within-a-conference—we’ll provide high-quality content, workshops, and experts to accelerate your career and the impact you’ll have on your business. You’ll walk away with a strong foundation built around the proven core concepts of Customer Success.

  • What should I wear?

    You’ll feel comfortable in business casual. We recommend you dress in layers and bring a jacket. Although it’s warm outside, the rooms in the hotel tend to run cold.

  • Are meals included in my Pulse APAC registration fee?

    Yes! As part of your Pulse APAC registration fee, we plan to serve a light breakfast and lunch. We’ll also have plenty of beverages available throughout the day. Meals will also be provided for Pulse Academy attendees on 11 December.

  • Where is Pulse APAC taking place?

    Pulse APAC will be held at the centrally located Hyatt Regency Sydney. Walking distance from a variety of iconic locations, this venue will provide ample opportunities to network with fellow customer-focused peers inside and outside its walls.

    Address: 161 Sussex Street, Sydney, New South Wales, Australia, 2000

  • Where should I stay if I’m traveling from outside Sydney?

    We have a discounted room block reserved in the Hyatt Regency Sydney for our out of town attendees.

    Click here to reserve your room.

  • Is parking available at the venue?

    Hyatt Regency Sydney offers guests the option of valet parking for AUD $75.00/car for a 24-hour period. This includes unlimited entry and exit privileges. Entry is gained via our driveway at 161 Sussex Street, Sydney. Our Concierge Team will be pleased to assist you.

  • How do I register?
    • To register, click here or on the “Register Now” located at the top of the Pulse APAC website.
    • Gainsight only accepts credit cards for registration. Payment can be made by Visa, Mastercard, or American Express.
    • If you have questions about group registrations, need a copy of your receipt, need to cancel your registration, or inquire about sending someone in your place, please contact the Pulse APAC event team.
    • Pulse APAC is a business conference and not appropriate for anyone under the age of 18. Guest passes or spouse tickets are not available.
    • If you have any special dietary requirements or ADA questions, please contact the Pulse APAC event team.
  • What sponsorship are available?

    Interested in sponsoring Pulse APAC? Please contact the Pulse APAC team.

  • I have another question, who should I contact?

    Please reach out to the Pulse APAC team with any other questions you may have.