BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//Practical CSM - ECPv6.15.20//NONSGML v1.0//EN
CALSCALE:GREGORIAN
METHOD:PUBLISH
X-WR-CALNAME:Practical CSM
X-ORIGINAL-URL:https://practicalcsm.com
X-WR-CALDESC:Events for Practical CSM
REFRESH-INTERVAL;VALUE=DURATION:PT1H
X-Robots-Tag:noindex
X-PUBLISHED-TTL:PT1H
BEGIN:VTIMEZONE
TZID:UTC
BEGIN:STANDARD
TZOFFSETFROM:+0000
TZOFFSETTO:+0000
TZNAME:UTC
DTSTART:20250101T000000
END:STANDARD
END:VTIMEZONE
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T160000
DTEND;TZID=UTC:20260618T170000
DTSTAMP:20260617T202053
CREATED:20260429T104042Z
LAST-MODIFIED:20260429T104042Z
UID:10000632-1781798400-1781802000@practicalcsm.com
SUMMARY:The handoff problem Your NRR is bleeding before onboarding ends
DESCRIPTION:Don’t be fooled into thinking your net revenue retention (NRR) is just a customer success metric. NRR is the result of every single handoff\, every alignment failure\, and every missed milestone that occurs between the moment a deal closes and the moment a customer achieves real value. \nThat gap between what was promised in the sale and what gets delivered in practice is where retention is quietly won or lost. \nWhen sales\, services\, and success operate in silos\, the customer journey fractures: time-to-value slips\, milestones go unmet\, and churn that should have been preventable becomes inevitable. \nInstead of having CSMs dive in for heroic last-minute saves\, your company should be focused on outcome continuity. \nIn this session\, Todd Kisaberth\, Chief Customer Officer\, and Steve Frost\, Head of Industry & Executive Advisory\, Customer Success at Certinia\, share how Certinia’s own go-to-market teams made that shift\, and what it meant for their customers’ time-to-value. \n\nIn this session\, you’ll learn how to:\n\nStop inheriting problems you didn’t create\, and start catching them before they land on your desk\nReplace the “surprise churn” conversation at renewal with a timeline of proof\nGet sales\, services\, and success working from the same story\, not three different versions of it\nTurn onboarding from a cost you defend into a retention metric you own\nKnow which accounts need your attention today\, not after the QBR\n\nYou’ll leave with clarity on moving beyond departmental silos\, continuous value realization\, when and how to leverage specialist AI agents\, and why transparency around implementations is pivotal for defending against churn. \n\nSpeakers\nTodd Kisaberth\nChief Customer Officer at Certinia \nTodd oversees all Certinia Customer Operations spanning Customer Success\, Professional Services\, Renewals\, Support\, Training\, and Communities. \nSteve Frost\nHead of Industry & Executive Advisory – Customer Success at Certinia \nAs a strategic consultant and advisor\, Steve leverages his 25+ years of experience in the technology industry to help clients achieve revenue growth and retention.
URL:https://practicalcsm.com/event/the-handoff-problem-your-nrr-is-bleeding-before-onboarding-ends/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/WB144-CSC_Webinar_Meta-2-tiny.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T170000
DTEND;TZID=UTC:20260618T180000
DTSTAMP:20260617T202053
CREATED:20260609T094115Z
LAST-MODIFIED:20260609T094115Z
UID:10000651-1781802000-1781805600@practicalcsm.com
SUMMARY:How AI helps customer-facing teams see the full customer picture
DESCRIPTION:Customer-facing teams don’t have a data problem. They just have too many disconnected places to look for the context they need. \nCritical customer signals live across support tickets\, CRM records\, product usage\, onboarding docs\, help center content\, meeting notes\, internal conversations\, and more. \nWhen that context is fragmented\, support teams struggle to resolve issues quickly\, and customer success teams struggle to spot risk\, stay proactive\, and see what’s really happening inside an account. \nJoin Gainsight\, Glean\, and Flock for a practical conversation on how leading organizations are using AI to connect customer context across service\, support\, and success workflows — so teams can respond faster\, reduce unnecessary escalations\, identify risk earlier\, and create a more consistent customer experience. \nYou’ll hear how teams are bringing the right knowledge and signals into the flow of work\, helping frontline teams resolve more with confidence while giving success teams a clearer\, more complete view of the customer. We’ll also share how the new Glean x Gainsight integration fits into that model. \nWhat you’ll learn \n\nWhy fragmented customer signals make it harder for service\, support\, and success teams to operate proactively and efficiently\nHow AI helps support teams resolve issues faster with the right context\, while helping success teams build a clearer view of account health and risk\nPractical ways to reduce escalations\, improve onboarding and team efficiency\, and keep more work moving at the frontline\nHow connecting customer context across systems can help teams deliver a faster\, more consistent\, and more proactive customer experience
URL:https://practicalcsm.com/event/how-ai-helps-customer-facing-teams-see-the-full-customer-picture/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/Webinar-How-AI-helps-customer-facing-teams-see-the-full-customer-picture_Resource-Tile_1200x600-1-1024x512-1.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260617T202053
CREATED:20260429T100623Z
LAST-MODIFIED:20260429T100623Z
UID:10000630-1781809200-1781812800@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - June 2026
DESCRIPTION:Each month\, DeepTarget hosts a Customer Success Webinar filled with industry news\, helpful tips\, innovations\, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month. \nEach Webinar is unique and designed with you in mind. Learn how to grow your deposits\, loans\, revenue and customer loyalty through your DeepTarget platform.
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-june-2026/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Deep-Target.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260617T202053
CREATED:20260526T085849Z
LAST-MODIFIED:20260526T085849Z
UID:10000643-1781809200-1781812800@practicalcsm.com
SUMMARY:Webinar: Inside EHS Implementation: Behind the Scenes with Customer Success
DESCRIPTION:Successful EHS software implementation depends on more than just the platform. It requires clear expectations\, aligned teams\, and a structured approach to implementation and adoption. This panel discussion expands on these principles with real-world insights from VelocityEHS Customer Success experts. \nJoin us on June 18 for a live discussion built around our “Zero-Stress Guide to Successful EHS Software Implementation” eBook. Panelists will break down common implementation barriers like process uncertainty\, delays\, and low user adoption\, and show how a structured\, expectation-driven approach helps you avoid them from day one. You’ll also get an inside look at the implementation process for the VelocityEHS Accelerate® Platform’s Safety Solution\, and how our process supports faster time-to-value\, stronger engagement\, and long-term scalability. \nIf you want implementation done right the first time\, this is the conversation you need to hear. \nWhat you’ll learn:\n– How to set clear expectations and align stakeholders from the start\n– Proven strategies to accelerate adoption and time-to-value\n– Best practices for onboarding\, training\, and system configuration\n– How to avoid common implementation delays and pitfalls\n– A framework for long-term success and continuous improvement
URL:https://practicalcsm.com/event/webinar-inside-ehs-implementation-behind-the-scenes-with-customer-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/1779368113780.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T220000
DTEND;TZID=UTC:20260618T220000
DTSTAMP:20260617T202053
CREATED:20260512T140105Z
LAST-MODIFIED:20260512T140332Z
UID:10000641-1781820000-1781820000@practicalcsm.com
SUMMARY:Customer Success Festival London
DESCRIPTION:We’re convening the leaders shaping the future of Customer Success for a fast-paced day of insight and collaboration\, giving you the ability to: \n\n👉 Rethink the customer journey with a lifecycle model that actually scales.\n👉 Operationalize CS as a core part of revenue strategy across the GTM ecosystem.\n👉 Leverage AI\, automation\, and data to deliver personalization at scale.\n👉 Champion customer-centric decision-making across your entire organisation.
URL:https://practicalcsm.com/event/customer-success-festival-london/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/Customer-Success-Summit-In-Person-3.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260623T170000
DTEND;TZID=UTC:20260623T173000
DTSTAMP:20260617T202053
CREATED:20260608T141855Z
LAST-MODIFIED:20260608T141855Z
UID:10000648-1782234000-1782235800@practicalcsm.com
SUMMARY:Why Forward-Deployed Engineers Are Redefining Customer Success
DESCRIPTION:Forward-deployed engineers are becoming a bigger part of how technology companies support complex customers. In this session\, we’ll explore what this shift could mean for Customer Success and how CS\, product\, and engineering roles are evolving.
URL:https://practicalcsm.com/event/why-forward-deployed-engineers-are-redefining-customer-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/How-To-Series-2026-Series-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260623T170000
DTEND;TZID=UTC:20260623T180000
DTSTAMP:20260617T202053
CREATED:20260526T165745Z
LAST-MODIFIED:20260526T165745Z
UID:10000644-1782234000-1782237600@practicalcsm.com
SUMMARY:AI workflows for the overwhelmed marketer
DESCRIPTION:capitalizing on it in ways that save time and drive better campaigns. \nJoin us for a practical\, operator-led session with Naomi West and Giorgio Leonardi from Customer.io\, alongside Jan Meinecke\, Co-Founder of 9x\, as they break down how real teams are using AI to cut busywork\, move faster\, and personalize at scale. \nThis is a hands-on look at the workflows marketers are already running today\, the ones that actually ship campaigns faster\, reduce repetitive work\, and make personalization feel manageable instead of overwhelming. \n\nWhat you’ll learn\nIn this session\, we’ll cover: \n\nWhat 500+ marketers are actually doing with AI right now and what’s working\nHow to move from one-off AI experiments to repeatable\, integrated workflows\nHow to build end-to-end personalisation into your campaigns\n\nLeave with: \n\nFour practical workflows you can implement immediately\nPrompts and templates you can use today\, with real ROI benchmarks\nClear\, actionable ways to start using AI in your campaigns without adding more to your plate.
URL:https://practicalcsm.com/event/ai-workflows-for-the-overwhelmed-marketer/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/Populated_CMA_Webinar_Meta-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260630T180000
DTEND;TZID=UTC:20260630T190000
DTSTAMP:20260617T202053
CREATED:20260609T151839Z
LAST-MODIFIED:20260609T151839Z
UID:10000653-1782842400-1782846000@practicalcsm.com
SUMMARY:CSC Central and Eastern Europe: Virtual networking hour
DESCRIPTION:CSC Central and Eastern Europe: Virtual networking hour | June 30 \nJoin us on June 30 for our CSC Central and Eastern Europe virtual networking meetup\, where you will get the chance to connect\, engage\, and network with your fellow community members. \n🗓 June 30\n⏰ 7:00 PM CEST\n📍 Virtual \n\nWhat is a CSC meetup? \nThink of it as your local community hub. CSC meetups are casual\, virtual gatherings where customer success professionals come together to: \n\nBuild meaningful connections with peers in your region\nSwap stories\, wins\, and challenges from the field\nGet inspired by fresh ideas and real-world experiences\n\nMeetups are free to attend. \n\nWhat to expect: \n\nRelaxed conversations: No slides\, no pressure\, just real talk.\nNetworking made easy: Small group chats designed to help you meet people fast.\nCommunity first: Whether you are new to CSC or a longtime member\, you will leave with new connections and insights.\n\n\nWho is it for? \nCustomer success professionals across Central and Eastern Europe\, including Customer Success Managers\, VPs and Directors of CS\, Heads of Customer Success\, Onboarding Specialists\, Account Managers\, and Customer Experience Managers. \n\nWho is Customer Success Collective? \nWe are a global\, community-led network built by and for customer success professionals. No pitches. No pressure. Just practical insights\, real connections\, and a shared mission to elevate the role of CS and put customers at the heart of every business.
URL:https://practicalcsm.com/event/csc-central-and-eastern-europe-virtual-networking-hour/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/decef760-c95d-4e6c-a1df-e62fd6afc82f-scaled.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260709T170000
DTEND;TZID=UTC:20260709T180000
DTSTAMP:20260617T202053
CREATED:20260526T170012Z
LAST-MODIFIED:20260526T170012Z
UID:10000645-1783616400-1783620000@practicalcsm.com
SUMMARY:Meet the Success Engineer: What CS leaders need to know about the evolving technical CSM role
DESCRIPTION:AI is absorbing the workflows that once filled a CSM’s week. The teams moving fastest have already rewritten their hiring profiles\, restructured their teams\, and started building toward a new kind of practitioner: the Success Engineer. \nPart technical expert\, part adoption architect\, the Success Engineer builds alongside customers\, rather than just advising. \nIn this live session\, Kelsey Bennett\, Strategic CSM at Gainsight\, joins us to get practical about what this shift looks like in real organizations today: what capabilities matter\, what to hire for\, and how CS leaders can get ahead of the role evolution before it creates gaps they can’t close. \n\nYou’ll leave this session with:\n\nA grounded view of what a Success Engineer capabilities look like in real CS teams\, today\, not in theory\nA view of how AI-powered workflows (success plans\, intelligent signals\, and agentic handoffs) change what you need from the humans running them\nCriteria for your next hire and development plan for the team you already have\nA leadership framework for staying ahead of the role before it creates gaps in your org
URL:https://practicalcsm.com/event/meet-the-success-engineer-what-cs-leaders-need-to-know-about-the-evolving-technical-csm-role/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/tiny.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260716T160000
DTEND;TZID=UTC:20260716T170000
DTSTAMP:20260617T202053
CREATED:20260609T150819Z
LAST-MODIFIED:20260609T150819Z
UID:10000652-1784217600-1784221200@practicalcsm.com
SUMMARY:The ultimate team sport: Ending the tug-of-war between sales and success
DESCRIPTION:The contract is signed. Sales are celebrating. And somewhere in your inbox is a new account with no context\, no notes\, and a go-live date in six weeks. \nThat gap isn’t just frustrating. It’s expensive. Fragmented handoffs erode customer trust from day one\, and a customer who feels ignored in their first 90 days is a churn risk before you’ve had a chance to prove your value. Your NRR pays the price. \nJoin Steve Frost\, Head of Industry & Executive Advisory\, Customer Success at Certinia\, as he shows both teams how to pull in the same direction. You’ll leave knowing how to align sales\, services\, and success into a single unit where the customer never feels a handoff\, only a continuous path to value. \nNo more “us” vs. “them. \nWhat we’re covering:\n\nThe true cost of friction: How fragmented data between sales and CS actively erodes your NRR and compromises customer trust.\nMastering the invisible pass: How to move data so fluidly that the customer never feels like they are being bounced around.\nPre-empting the friction: Practical strategies for bringing success into the fold before the deal closes to guarantee a high-confidence start.\n\nIn this session\, you will learn how to:\n\nCarry every customer promise from Sales into Success\, without losing anything\nGive every team a single account record they actually trust\nMove account context into your Success tools without manual entry\nSpot stalled onboardings before they turn into churn\nWalk into every CSM conversation knowing what the customer wants to expand into
URL:https://practicalcsm.com/event/the-ultimate-team-sport-ending-the-tug-of-war-between-sales-and-success/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/06/CSC_Webinar_Meta.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260717T190000
DTEND;TZID=UTC:20260717T200000
DTSTAMP:20260617T202053
CREATED:20260526T170608Z
LAST-MODIFIED:20260526T170608Z
UID:10000646-1784314800-1784318400@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - June 2026
DESCRIPTION:Each month\, DeepTarget hosts a Customer Success Webinar filled with industry news\, helpful tips\, innovations\, and case studies to make your job easier. We highlight our best performing customers by announcing our Award Winners for the Campaign of the Month and the SuperSTAR of the month. \nEach Webinar is unique and designed with you in mind. Learn how to grow your deposits\, loans\, revenue and customer loyalty through your DeepTarget platform.
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-june-2026-2/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/04/Deep-Target.png
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260721T170000
DTEND;TZID=UTC:20260721T180000
DTSTAMP:20260617T202053
CREATED:20260526T171618Z
LAST-MODIFIED:20260526T171618Z
UID:10000647-1784653200-1784656800@practicalcsm.com
SUMMARY:Scaling CS with AI and automation
DESCRIPTION:As customer portfolios grow\, manual processes become the bottleneck. This workshop is designed to help CS leaders scale impact without scaling headcount. You’ll work hands-on with frameworks for automation\, segmentation\, and AI-assisted workflows that preserve the human element while increasing consistency and coverage. Using realistic scenarios\, you’ll identify where automation adds value\, where it doesn’t\, and how to redesign CS motions for scale. The goal is to build a smarter\, more resilient CS model that grows with the business.
URL:https://practicalcsm.com/event/scaling-cs-with-ai-and-automation/
ATTACH;FMTTYPE=image/png:https://practicalcsm.com/wp-content/uploads/2026/05/CSC_Virtual_Workshop_Meta_.png
END:VEVENT
END:VCALENDAR