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BEGIN:VEVENT
DTSTART;TZID=UTC:20260401T170000
DTEND;TZID=UTC:20260401T180000
DTSTAMP:20260430T232937
CREATED:20260320T112552Z
LAST-MODIFIED:20260320T112552Z
UID:10000610-1775062800-1775066400@practicalcsm.com
SUMMARY:Customer Success is a Lie: GRR - The Hidden Promise
DESCRIPTION:Customer Success Universe! 🌍 \nRSVP today to join me\, Matt Grasela\, Anthony DeShazor and Tamika Brunetti on Wednesday\, April 1\, 2026\, at 11 AM CT\, as we expand on something you did not expect me to say about Customer Success! \nTopic: GRR The Hidden Lie that includes TCV\, marks contraction and inflates revenue stability. \nCustomer Succes is a Lie: A provocative\, myth-busting session on why many Customer Success organizations think they’re practicing CS—yet still fail to deliver meaningful\, repeatable\, revenue-driving outcomes.
URL:https://practicalcsm.com/event/customer-success-is-a-lie-grr-the-hidden-promise/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260407T180000
DTEND;TZID=UTC:20260407T190000
DTSTAMP:20260430T232937
CREATED:20260320T113802Z
LAST-MODIFIED:20260330T193400Z
UID:10000611-1775584800-1775588400@practicalcsm.com
SUMMARY:The New Rules of CS: Stop Tracking Adoption. Start Predicting Retention
DESCRIPTION:If you’re just measuring logins and clicks\, you’re not actually tracking adoption. You’re just reporting. Most adoption metrics measure logins and clicks\, which were useful when companies measured CS on activity. In 2026\, it’s more important than ever that your adoption metrics tell you  who’s realizing value\, who’s at risk\, or who’s on track to grow. \nIn this webinar\, Gainsight’s Sr. Manager of Digital CS\, Jared Block\, will break down why traditional adoption signals can miss the mark\, give leaders a false sense of renewal confidence\, mislead health scores\, and make it harder for CSMs to focus where it counts. \nYou’ll also learn: \n\nWhat signal-driven adoption looks like in practice\, and how it helps teams focus where outcomes are possible\nHow to deliver a consistent and scalable adoption motion that goes beyond “one-size-fits-all”\nHow to demonstrate value so the impact is obvious long before renewal
URL:https://practicalcsm.com/event/the-new-rules-of-cs-stop-tracking-adoption-start-predicting-retention/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260408T150000
DTEND;TZID=UTC:20260409T220000
DTSTAMP:20260430T232937
CREATED:20260305T095025Z
LAST-MODIFIED:20260305T095025Z
UID:10000606-1775660400-1775772000@practicalcsm.com
SUMMARY:AI Customer Success Summit | April 2026 | Free virtual event
DESCRIPTION:Unlock AI-driven strategies to automate workflows\, map smarter touchpoints\, analyze feedback\, reduce churn\, and future-proof your CSM role. \nLevel up your Customer Success strategy and learn specific\, practical AI use cases. Dive into sessions on scaling CS using automation\, enhancing customer communication\, and driving retention and growth. \nSecure your free pass for live and OnDemand access to expert-led discussions\, live Q&As\, and actionable insights to future-proof your role.
URL:https://practicalcsm.com/event/ai-customer-success-summit-april-2026-free-virtual-event/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260414T150000
DTEND;TZID=UTC:20260414T160000
DTSTAMP:20260430T232937
CREATED:20260330T194323Z
LAST-MODIFIED:20260330T194323Z
UID:10000612-1776178800-1776182400@practicalcsm.com
SUMMARY:AI Success Starts with the Right Data Foundation - How to Improve AI Outcomes and Reduce Failure Rates
DESCRIPTION:Despite significant investment\, analysts consistently report that most AI projects fail—most often due to challenges accessing\, governing\, and operationalizing the data that underpins successful AI. In this webinar\, we’ll explore how EverFlex AI Data Hub as a Service helps organizations overcome these barriers. By delivering predefined\, industry relevant AI use cases supported by proven design guides and tools\, AI Data Hub as a Service accelerates the deployment of functional\, outcome driven AI initiatives. Line of business leaders gain faster insights and measurable business value\, while IT teams benefit from simplified deployment\, scalability\, and operations using Cisco AI Pods delivered through a flexible consumption model available from Hitachi.
URL:https://practicalcsm.com/event/ai-success-starts-with-the-right-data-foundation-how-to-improve-ai-outcomes-and-reduce-failure-rates/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260416T170000
DTEND;TZID=UTC:20260416T180000
DTSTAMP:20260430T232937
CREATED:20260126T180145Z
LAST-MODIFIED:20260126T180145Z
UID:10000588-1776358800-1776362400@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - April 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. \nRegister Today!
URL:https://practicalcsm.com/event/deeptarget-customer-success-webinar-april-2026/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260421T180000
DTEND;TZID=UTC:20260421T190000
DTSTAMP:20260430T232937
CREATED:20260407T184805Z
LAST-MODIFIED:20260407T184805Z
UID:10000615-1776794400-1776798000@practicalcsm.com
SUMMARY:The New Rules of CS: Turning Risk Signals Into Action
DESCRIPTION:Risk is showing up earlier and faster than most teams can keep up with. \nSignals are everywhere\, but more visibility can make it harder to know what actually matters and when to act. \nIn this session\, Gainsight’s Sr. Director of Advisory Services\, Taylor Johnston\, and Principal Customer Success Manager\, Kelsey Bennett\, unpack how modern CS teams are building risk engines that see the signals that matter and act on them fast. You’ll learn how to detect early indicators of revenue loss across your entire book of business\, including long-tail segments where you can’t chase every account. \nWe’ll break down: \n\nHow to build a risk framework that separates signal from noise and ties each flag to a clear next step\nHow to focus your team’s time on the accounts that matter most\nHow to spot signals that indicate churn risk or growth potential\, and respond with the right play
URL:https://practicalcsm.com/event/the-new-rules-of-cs-turning-risk-signals-into-action/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260422T150000
DTEND;TZID=UTC:20260422T160000
DTSTAMP:20260430T232937
CREATED:20260407T192200Z
LAST-MODIFIED:20260407T192200Z
UID:10000618-1776870000-1776873600@practicalcsm.com
SUMMARY:Your AI users don't churn. Or do they?
DESCRIPTION:Your AI users don’t churn. Or do they? \n​Wednesday 22 April · 16:00 CET · 30 min \n​Your product has new kinds of users. Some are AI agents running automations on behalf of your customers. Others are humans — but they’re using AI features inside your product in ways that look nothing like traditional adoption. \n​The result: your health metrics need a re-do or you are flying blind. \n​Login frequency\, feature adoption\, seat utilization — the metrics CS teams have relied on for years were built for a different world. In a mixed environment\, they give you a false picture of customer health. And a false picture means missed churn signals. \n​In this session\, Johan Nilsson — founder of Startdeliver and Jecta — shares a practical framework for measuring success in a world where humans\, AI-assisted users\, and autonomous agents all interact with your product differently. \n​You’ll leave with: \n​→ A clear model for thinking about the three types of users in your product today → What signals actually indicate health in a mixed environment — and how to weight them → A scoring approach you can start applying this week \n​Hands-on\, 30 minutes\, no fluff. Just a framework built for the reality CS teams are dealing with right now. \n​Free to attend. Seats are limited. \n​Register above to secure your spot.
URL:https://practicalcsm.com/event/your-ai-users-dont-churn-or-do-they/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260422T170000
DTEND;TZID=UTC:20260422T173000
DTSTAMP:20260430T232937
CREATED:20260416T083152Z
LAST-MODIFIED:20260416T083152Z
UID:10000624-1776877200-1776879000@practicalcsm.com
SUMMARY:How to Manage the Growing Demands of CS and Deliver More Strategic Value
DESCRIPTION:As the scope of Customer Success continues to expand\, teams must balance more responsibilities\, higher expectations\, and greater accountability. In this session\, we discuss how CS professionals can adapt their workflows\, priorities\, and mindset to succeed in this evolving environment.
URL:https://practicalcsm.com/event/how-to-manage-the-growing-demands-of-cs-and-deliver-more-strategic-value/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260422T190000
DTEND;TZID=UTC:20260422T200000
DTSTAMP:20260430T232937
CREATED:20260407T183511Z
LAST-MODIFIED:20260407T183511Z
UID:10000614-1776884400-1776888000@practicalcsm.com
SUMMARY:From Sales to Customer Success: Leveraging Salesforce Native LMS
DESCRIPTION:Join us for the Webinar on leveraging Salesforce Native LMS to bridge the gap between Sales & Customer Success.on April 22\, 2026 at 2 PM EDT. \nKey Takeaways:\n-> Automate onboarding transitions from Closed-Won deals\n-> Predict churn using native Salesforce data\n-> Boost retention profits up to 50 – 60%\n-> Scale customer training directly within your CRM
URL:https://practicalcsm.com/event/from-sales-to-customer-success-leveraging-salesforce-native-lms/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260422T190000
DTEND;TZID=UTC:20260422T200000
DTSTAMP:20260430T232937
CREATED:20260407T191159Z
LAST-MODIFIED:20260407T191159Z
UID:10000617-1776884400-1776888000@practicalcsm.com
SUMMARY:Balancing AI\, Automation\, and the Human Touch in Customer Success
DESCRIPTION:CS teams are turning to AI and automation to deliver proactive and personalized experiences at scale. But scaling engagement should not come at the expense of meaningful human relationships. The challenge for modern CS leaders is knowing where automation adds value and where human connection matters most. \nIn this webinar\, Carlos Quezada\, VP of Global Services and Success at Gigamon\, will join Lukas Alexander\, VP of Customer Success at ChurnZero\, for a conversation on how leading organizations design AI-powered customer journeys that improve efficiency while strengthening customer relationships. Drawing on both strategic and operational perspectives\, they will discuss how teams can combine automation\, data\, and human expertise to drive adoption\, retention\, and long-term growth. \nKey takeaways: \n\n\n\nWhere AI and automation create the most value across the customer journey\nHow to balance digital engagement with high-impact human interactions\nThe biggest pitfalls companies face when automating CS and how to avoid them\nPractical ways to use data and automation to identify risk\, drive adoption\, and uncover growth opportunities
URL:https://practicalcsm.com/event/balancing-ai-automation-and-the-human-touch-in-customer-success/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260423T170000
DTEND;TZID=UTC:20260423T180000
DTSTAMP:20260430T232937
CREATED:20260407T194819Z
LAST-MODIFIED:20260407T194819Z
UID:10000621-1776963600-1776967200@practicalcsm.com
SUMMARY:SEC virtual: A bookclub for sales enablers
DESCRIPTION:A new virtual series for Sales Enablement professionals who want to learn\, share\, and grow together. \n\nWe’re kicking off with Fanatical Prospecting by Jeb Blount – diving into practical ideas and real-world takeaways you can apply in your day-to-day work. \nEach session will be a relaxed\, discussion-led space with peers across the community. \n\nGrab the book and join the conversation 💬\n\n📅  April 23\n🕣  12-1pm ET
URL:https://practicalcsm.com/event/sec-virtual-a-bookclub-for-sales-enablers/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260429T180000
DTEND;TZID=UTC:20260429T190000
DTSTAMP:20260430T232937
CREATED:20260407T195131Z
LAST-MODIFIED:20260407T195131Z
UID:10000622-1777485600-1777489200@practicalcsm.com
SUMMARY:Women in enablement - Evolution of Sales Enablement
DESCRIPTION:What we’ll cover: \nEvolution of Sales Enablement \n🎯 From Training to Revenue Engine – Sales enablement has evolved beyond onboarding and content delivery to become a driver of pipeline\, deal execution\, and revenue outcomes. \n🎯 AI\, Data\, and Deal Intelligence – Advanced tools like AI\, conversation intelligence\, and real-time data now enhance forecast accuracy\, deal inspection\, and rep performance. \n🎯 Enablement as a Cross-Functional System – Modern enablement integrates Sales\, Marketing\, RevOps\, and Customer Success\, creating a unified\, repeatable revenue motion that connects strategy to execution. \nWe can’t want to have you there.
URL:https://practicalcsm.com/event/women-in-enablement-evolution-of-sales-enablement/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260501T180000
DTEND;TZID=UTC:20260501T190000
DTSTAMP:20260430T232937
CREATED:20260429T093811Z
LAST-MODIFIED:20260429T093811Z
UID:10000626-1777658400-1777662000@practicalcsm.com
SUMMARY:AMA: Ask Murray Anything
DESCRIPTION:Meet your quarterly webinar for real talk on customer education\, digital customer success\, and what’s actually working right now. \nIf you think the industry is moving fast\, you haven’t met Sam. Samantha Murray has spent years at the intersection of customer education and digital CS strategy\, and she’s got a point of view\, a playbook\, and a lot to say. \nNow she’s bringing all of it directly to you as VP of Education Strategy at Gainsight. Tune in\, submit your questions live\, and get the unfiltered takes you actually need to hear. \nJoin us May 1st at 10 AM PST for the inaugural AMA. \nHere’s what’s on the table: \n\nLessons from the last year. What the market taught her\, what surprised her\, and what she’d do differently\nWhy she joined Gainsight. The honest version\, and what her decision might tell you something about your own strategy\nWhat she’s watching in 2026. Across customer education\, digital CS\, and the AI shifts changing both faster than anyone expected\nAll on you. Your questions\, your challenges\, your messiest problems. Submit in advance or bring them live. Nothing is off the table.\n\nShe’s done the work: seeing what works and what doesn’t. And now that she’s here at Gainsight\, you have a direct line to someone who genuinely wants to help you figure it out. \nPlus\, one lucky attendee will win a free ticket to Pulse\, where Sam will be taking the main stage. \nNo slides. No script. Just Sam.
URL:https://practicalcsm.com/event/ama-ask-murray-anything/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260512T170000
DTEND;TZID=UTC:20260512T180000
DTSTAMP:20260430T232937
CREATED:20260429T094013Z
LAST-MODIFIED:20260429T094013Z
UID:10000627-1778605200-1778608800@practicalcsm.com
SUMMARY:The New Rules of CS: Building a Renewal Engine That Doesn't Rely on Heroics
DESCRIPTION:Most renewal conversations start too late\, and by the time someone steps in\, the outcome is already shaped by months of missed signals. \nIn this webinar\, Shannon Reynolds\, Gainsight Director of Renewals Management\, will break down what it takes to build a retention motion that’s predictable\, repeatable\, and connected to the signals your team is already tracking. You’ll learn how leading teams are turning renewal management into a system\, not a scramble\, and why the handoff between CSM and renewal manager is one of the most underleveraged moments in the customer lifecycle. \nWe’ll unpack: \n\nHow to build a renewal process that starts well before the contract date\, and what that timeline actually looks like in practice\nWhat separates teams that forecast renewals accurately from teams that get surprised\, and how to close that gap with the signals you already have\nHow to structure the CSM-to-renewal-manager handoff so context isn’t lost\, risk is surfaced early\, and commercial conversations land with the right person at the right time
URL:https://practicalcsm.com/event/the-new-rules-of-cs-building-a-renewal-engine-that-doesnt-rely-on-heroics/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260513T170000
DTEND;TZID=UTC:20260513T180000
DTSTAMP:20260430T232937
CREATED:20260407T193314Z
LAST-MODIFIED:20260407T193314Z
UID:10000620-1778691600-1778695200@practicalcsm.com
SUMMARY:Customer Success is a Lie: NRR is a Lagging Indicator
DESCRIPTION:📅 RSVP NOW | Customer Success Is a Lie: LinkedIn Live Series\n🗓 Wednesday\, May 13\, 2026\, | 11 AM CT \n📌 Topic: NRR: Lagging Indicator – It Tells You What Happened. Not Why. Not What’s Next. \nThis is the topic that started it ALL. \nNRR is treated as the ultimate truth of CS performance the North Star metric that proves your team’s value. But here’s the uncomfortable reality: by the time NRR reflects a problem\, the customer has already decided. \nThe renewal was won or lost long before the number appeared on your dashboard. \nJoin me and an incredible panel of CS thought leaders:\nRob Zambito\nAlex Turkovic\nLara Baeckers\nThomas Voight \n…as we break down what NRR actually tells you\, what it doesn’t and how to build the forward-looking signals that let you steer outcomes before the quarter closes. \n💥 This is part of the ongoing series: Customer Success is a Lie: Why We Should Keep Believing in It – a provocative\, myth-busting exploration of why so many CS organizations are measuring the wrong things and leaving revenue on the table. \nIf your CS strategy lives and dies by NRR\, you don’t want to miss this. \n🔗 Drop a comment or DM me to get the RSVP link. \n#CustomerSuccess #NRR #CSLeadership #CustomerSuccessIsALie #RevenueRetention #ChurnPrevention #CustomerSuccessUniverse
URL:https://practicalcsm.com/event/customer-success-is-a-lie-nrr-is-a-lagging-indicator/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260514T030000
DTEND;TZID=UTC:20260514T083000
DTSTAMP:20260430T232937
CREATED:20260407T195538Z
LAST-MODIFIED:20260407T195538Z
UID:10000623-1778727600-1778747400@practicalcsm.com
SUMMARY:Onboarding & Retention Summit
DESCRIPTION:Turn onboarding into your strongest retention strategy. \nLearn how the most effective customer success teams cut early churn\, build lasting loyalty\, and drive growth by keeping the customers they already have. \nRegister free to join live or catch up with every session recording OnDemand after the event. \nIf you’re not improving onboarding and retention\, you’re leaving revenue\, loyalty\, and growth on the table. In today’s high-stakes SaaS landscape that’s a fast-track to failure. \nJoin this summit and learn to: \n\nStop losing customers in the first 90 days with scaleable onboarding that realizes value faster\nBuild loyalty from day one so customers stay longer\, spend more\, and become advocates\nSteal proven onboarding playbooks from CS teams that have already figured it out
URL:https://practicalcsm.com/event/onboarding-retention-summit/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260520T170000
DTEND;TZID=UTC:20260520T180000
DTSTAMP:20260430T232937
CREATED:20260429T105442Z
LAST-MODIFIED:20260429T105442Z
UID:10000633-1779296400-1779300000@practicalcsm.com
SUMMARY:How AI Is Reshaping Customer Onboarding: Lessons From CS Leaders
DESCRIPTION:​Customer onboarding has always been the make-or-break moment in the customer journey. But right now\, something fundamental is shifting – and the leaders who recognize it early will have a significant edge. \n​AI is no longer a future consideration for customer success teams. It’s actively changing how top companies compress time-to-value\, scale personalized onboarding without scaling headcount\, and turn what used to be a manual\, resource-heavy process into a strategic growth lever. The teams that get this right aren’t just onboarding customers faster – they’re retaining them longer and expanding them sooner. \n​But with that opportunity comes real complexity: How do you implement AI in onboarding without losing the human touch that builds trust? Where does automation help\, and where does it hurt? And how are CS leaders actually making the case internally to change a process that’s worked “well enough” for years? \n​Join us for a candid conversation with four senior CS leaders who are navigating exactly these questions – in real time\, at scale\, across different industries. \n​You’ll hear from: \n\n\n​Frank Auger\, COO at Onramp \n\n\n​Mollie Navarro\, VP of Customer Experience at Xplor \n\n\n​Molly Gilson\, Head of Customer Success\, Operations & Strategy at Harvey \n\n\n​Yayun Cheng\, Global Director of Customer Onboarding at Brandwatch \n\n\n​Here’s what we’ll dive into: \n\n\n​How AI is being used right now to reduce onboarding time-to-value – and what’s actually driving results \n\n\n​Where automation wins\, and where the human element is non-negotiable \n\n\n​How senior CS leaders are building the internal case for AI-driven onboarding change \n\n\n​What separates the teams pulling ahead from those still figuring it out \n\n\n​Here’s what you’ll take away: \n\n\n​A clear framework for identifying where AI can have the highest impact in your onboarding motion \n\n\n​Specific tactics and tools that leaders at Xplor\, OnRamp\, Harvey\, and Brandwatch are using today \n\n\n​A gut-check on your current onboarding process – and concrete next steps to modernize it \n\n\n​Talking points to bring back to your team and leadership to drive alignment \n\n\n​If you’re an operator or leader in CS\, onboarding\, CX and you’re thinking about where AI fits into your team’s strategy\, this hour is worth your calendar.
URL:https://practicalcsm.com/event/how-ai-is-reshaping-customer-onboarding-lessons-from-cs-leaders/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T150000
DTEND;TZID=UTC:20260521T153000
DTSTAMP:20260430T232937
CREATED:20260407T192539Z
LAST-MODIFIED:20260407T192539Z
UID:10000619-1779375600-1779377400@practicalcsm.com
SUMMARY:Onboarding and re-boarding at 10x — without hiring
DESCRIPTION:​Onboarding and re-boarding at 10x — without hiring \n​Thursday 21 May · 16:00 CET · 30 min \n​Onboarding is the most resource-intensive motion in Customer Success. Re-boarding — when a customer stalls\, churns a use case\, or goes through a major change — is often even harder. And most CS teams are expected to do both with the same headcount they had two years ago. \n​AI changes the equation. Not just for your team\, but for your customers too. \n​The real unlock isn’t automation for automation’s sake. It’s leverage — removing work that your customers used to have to do themselves. Fewer forms to fill in. Fewer kickoff calls to prepare for. Fewer follow-ups to chase. When AI handles the heavy lifting on both sides\, onboarding actually gets done. \n​In this session\, Johan Nilsson — founder of Startdeliver and Jecta — shares the concrete playbook for running onboarding and re-boarding at scale with AI. \n​You’ll leave with: \n​→ The 5 onboarding tasks AI can own from day one → How to build a re-boarding motion that doesn’t depend on CSM bandwidth → Practical examples of AI removing effort from your customers — not just your team \n​Hands-on\, 30 minutes\, no fluff. Built for CS teams that need to do more with what they have. \n​Free to attend. Seats are limited. \n​Register above to secure your spot.
URL:https://practicalcsm.com/event/onboarding-and-re-boarding-at-10x-without-hiring/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T170000
DTEND;TZID=UTC:20260521T180000
DTSTAMP:20260430T232937
CREATED:20260429T095547Z
LAST-MODIFIED:20260429T095547Z
UID:10000629-1779382800-1779386400@practicalcsm.com
SUMMARY:DeepTarget Customer Success Webinar - May 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-may-2026/
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DTSTART;TZID=UTC:20260603T130000
DTEND;TZID=UTC:20260603T140000
DTSTAMP:20260430T232937
CREATED:20260429T093022Z
LAST-MODIFIED:20260429T093022Z
UID:10000625-1780491600-1780495200@practicalcsm.com
SUMMARY:Free live session: The end of the customer success platform era
DESCRIPTION:Everyone’s talking about proactive customer success. Fewer teams are actually achieving it. \nJoin us for a candid\, operator-led conversation with Jenna McLaughlin\, Sr. Director of Renewals at Pendo\, and Jay Nathan\, CEO at Balboa\, on why the traditional CS platform model is breaking down and what’s replacing it. \nThis isn’t another pitch for more tooling. It’s a practical look at why CSMs are stuck reacting too late\, how fragmented data slows down action\, and what happens when AI starts doing the monitoring\, prioritisation\, and recommendation work for you. \nWe’ll unpack how leading teams are closing the gap between risk and action without adding more dashboards\, more logins\, or more manual effort. \nBy signing up for the live session\, you agree to receive marketing communications from Pendo about its products\, services\, and events. Consent can be withdrawn at any time. See Pendo’s Privacy Policy here: https://www.pendo.io/legal/privacy-policy/
URL:https://practicalcsm.com/event/free-live-session-the-end-of-the-customer-success-platform-era/
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DTSTART;TZID=UTC:20260609T170000
DTEND;TZID=UTC:20260609T180000
DTSTAMP:20260430T232937
CREATED:20260429T094347Z
LAST-MODIFIED:20260429T094347Z
UID:10000628-1781024400-1781028000@practicalcsm.com
SUMMARY:The New Rules of CS: Identifying Early Expansion Signals
DESCRIPTION:Expansion is becoming harder to earn. \nIn a market where it’s easier than ever to build and switch between products\, growth doesn’t come from timing a well-placed upsell. It comes from proving value continuously and recognizing when customers are ready for more before they ask. \nIn this session\, Matt Middleton\, Director of Customer Account Management\, will break down how leading CS teams are rebuilding their expansion motion for this new reality. You’ll learn how to move beyond opportunistic upsells and toward a system that identifies where growth actually exists\, acts on it at the right moment\, and aligns teams around it. \nWhat we’ll unpack: \n\nWhat expansion signals actually look like today\, and why most teams miss them\nHow to influence expansion earlier in the customer journey\nHow to build a shared expansion motion across CS\, Sales\, and Product without creating friction or overlap
URL:https://practicalcsm.com/event/the-new-rules-of-cs-identifying-early-expansion-signals/
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DTSTART;TZID=UTC:20260611T150000
DTEND;TZID=UTC:20260611T160000
DTSTAMP:20260430T232937
CREATED:20260429T101210Z
LAST-MODIFIED:20260429T101210Z
UID:10000631-1781190000-1781193600@practicalcsm.com
SUMMARY:Scale CS with Partners
DESCRIPTION:​Scale CS with Partners \n​Thursday 11 June · 16:00 CET · 30 min \n​Partner-led growth is accelerating. More and more B2B SaaS companies are building and scaling their business through resellers\, implementors\, and channel partners — and increasingly\, those partners are taking on a bigger role in customer success too. \n​Your partners are already talking to your customers. They’re doing implementations\, running training\, handling support. In many businesses\, they’re the primary relationship. \n​So why aren’t they a formal part of your CS motion? \n​The companies winning at partner-led growth have figured out that partners aren’t a channel to manage around — they’re an extension of your CS capability. When partners are set up to drive success\, your reach multiplies without your headcount growing. \n​But making that work requires a different approach. Different visibility\, different playbooks\, different ways of measuring health and risk across a network you don’t fully control. \n​In this session\, Johan Nilsson — founder of Startdeliver and Jecta — shares a practical framework for turning your partner network into a scalable CS motion. \n​You’ll leave with: \n​→ How to structure the CS relationship when a partner sits between you and your customer → What partners need to drive success — and what you need to stay in control → How AI enables your partners to act as CS professionals without becoming one \n​Hands-on\, 30 minutes\, no fluff. Built for CS and revenue leaders scaling through partners. \n​Free to attend. Seats are limited. \n​Register above to secure your spot.
URL:https://practicalcsm.com/event/scale-cs-with-partners/
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DTSTART;TZID=UTC:20260616T170000
DTEND;TZID=UTC:20260616T180000
DTSTAMP:20260430T232937
CREATED:20260407T185902Z
LAST-MODIFIED:20260407T185902Z
UID:10000616-1781629200-1781632800@practicalcsm.com
SUMMARY:Executive Presence: The art of being seen\, heard\, & trusted to build success
DESCRIPTION:In the second of our ‘Building Bridges’ series\, ‘Executive Presence’ is an OpenText webinar in partnership with AchieveUnite\, designed to help leaders strengthen credibility\, confidence\, and influence in high-visibility moments. Learn how to apply four core executive presence behaviors\, avoid common credibility pitfalls\, and communicate with clarity\, composure\, and trust. Attendees will leave with practical techniques and one high-impact behavior they can apply immediately in meetings\, partner conversations\, and executive settings. \nAttendees will learn how to:\n• Strengthen composure and confidence in high-pressure conversations and leadership moments\n• Understand the four executive presence behaviors to communicate with clarity\, conviction\, and trust\n• Identify personal presence strengths and growth areas\, including leadership blind spots\n• Avoid common credibility derailers such as over-explaining\, hedging language\, and reactive responses\n• Recognize how to convey calm authority and professional credibility\n• Improve influence in executive\, partner\, and customer discussions\n• Be able to commit to one visible\, high-impact behavior that strengthens presence immediately in real work situations \nThis session helps leaders:\n• Communicate more clearly and confidently in executive and partner settings\n• Build trust faster with teams\, stakeholders\, and customers\n• Strengthen credibility and decision influence\n• Lead high-stakes conversations with greater calm\, clarity\, and authority\n• Improve leadership presence in meetings\, presentations\, and critical business moments
URL:https://practicalcsm.com/event/executive-presence-the-art-of-being-seen-heard-trusted-to-build-success/
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DTSTART;TZID=UTC:20260618T160000
DTEND;TZID=UTC:20260618T170000
DTSTAMP:20260430T232937
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/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T190000
DTEND;TZID=UTC:20260618T200000
DTSTAMP:20260430T232937
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
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