Practical CSM

THE FUTURE OF CUSTOMER SUCCESS: 2025 & BEYOND
2025-09-23 02:00 - 2025-09-24 10:00 UTC
The Future of Customer Success: 2025 & Beyond brings together industry leaders and innovators to explore how data, AI, and cross-functional collaboration can elevate customer experience and scale success. From building agile CS teams to creating hyper-personalized journeys, this summit offers a forward-thinking space to share insights, foster connections, and shape the future of customer relationships. It’s the ultimate event for anyone serious about customer-centric transformation.
Get ready to unlock future-ready strategies that transform Customer Success into a true engine of loyalty and growth.

Behind the Strategy: The Tech Ecosystem Powering Scaled CX
2025-09-23 15:00 - 16:00
When people talk about tech stacks, the conversation usually stops at a list of tools. But here’s the reality: the stack is not the strategy. It’s the support behind it.
In today’s world of blurred lines between customer education, community, in-app guidance, and digital success, the pressure is on:

AI tools are hitting the market daily
Execs are demanding consolidation and ROI
Responsibilities for CX leaders keep expanding

So how do you cut through the noise and actually make this work?
What You’ll Hear:

From “Stack” to “Ecosystem” → How to view your tools as part of a bigger system that supports strategy, not distracts from it
What’s Changed in 10 Years → Why the old linear maturity model doesn’t fit when customer needs and learning styles keep evolving
AI’s Real Role → Where automation and AI add value, and where they’re just noise
Workflows That Scale → Practical examples where people, processes, and tools come together to deliver impact across the post-sale experience
Straight Talk From the Field → Two seasoned leaders who’ve managed stacks across multiple companies and vendors, with all the scars (and wins) to show for it

Why Join?
If you’re leading Academy, Community, or Digital CS and are tired of the “buy our product” spin, this conversation is for you.
You’ll leave with:

A clearer framework for how to think about your ecosystem in today’s CX landscape
Stories and lessons from leaders who’ve been through vendor sprawl, rebuilds, and executive pressure

Inspiration and support for building workflows that scale — powered by great people and the right tools, not shiny distractions

Quality isn’t an Option; It’s the Key to Unlocking Long-Term Success
2025-09-23 16:00 - 17:00
About this talk

In light of recent high-profile network disruptions, the urgency for robust quality management to protect critical infrastructure systems and services has never been clearer. As Information and Communications Technology (ICT) becomes the backbone of our modern society, the industry is at a crucial crossroads to elevate Quality Management to the forefront. Transitioning from reactive fixes to proactive prevention is not just a change, it’s a competitive strategy that promises to dramatically boost performance, enhance market responsiveness, and deepen customer loyalty. Don’t miss the chance to learn from top industry experts about their quality management strategies by joining our exclusive webinar.

Kicking Off Client Conversations with Confidence in Direct Advisory Suite
2025-09-23 19:00 - 19:30
About this talk

Join this session to kickoff our new Client-Centric Webinar series- workshops dedicated to showcasing a typical client interaction and how you can succeed using Morningstar Direct Advisory Suite. Discover how to transform a first-time client meeting into a success story. Learn to import, analyze, and compare client data efficiently using Morningstar Direct Advisory Suite.

Women in Customer Success Preparing for AI and Agents
2025-09-24 14:00 - 15:00
AI in Customer Success is evolving quickly. What started with assistants that summarise calls or draft emails has now advanced to intelligent agents that can run entire playbooks. Picture a renewal agent sending emails, making calls, updating the CRM, and escalating risks, all within the guardrails you define.
This session will explore how Agentic AI is reshaping CS roles and workflows, why it will not replace humans but instead change how we scale, and the practical steps you can take today to prepare your team.
We’ll explore:

How AI agents disrupt the old “growth = more headcount” model
Where AI delivers meaningful value in CS, and where it still falls short
Practical, low-lift steps to prepare: cleaning your data, setting guardrails, and upskilling your team

Walk away with actionable insights to future-proof your CS strategy and confidently embrace the age of AI and agents.

DeepTarget Customer Success Webinars
2025-09-25 08:00 - 17:00, 2025-10-24 17:00 - 18:00
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.
Each Webinar is unique and designed with you in mind. Learn how to grow your deposits, loans, revenue and customer loyalty through your DeepTarget platform.
Register Today!

COFFEE & CONVERSATION
2025-09-25 11:30 - 13:30
On September 25th, Wednesday Women cofounders Leslie Greenwood and Melissa Moody and Sarah Kiley from ChurnZero will host executive women in the DC area for delightful conversation and delicious coffee.
Interested in joining us? Please register below.
Location: Bluestone Lane Dupont Circle Coffee Shop
1150 Connecticut Ave NW, Washington, DC 20036

When: September 25, 2025 from 7:30-9:30 am EST
This event is generously brought to you by our partner ChurnZero.
WHAT MAKES THIS EVENT SO SPECIAL?
Wednesday Women events are a unique chance to gather in support of our mission: to amplify women you should know, learn from, and be inspired by.
• Not your standard networking event: We go beyond the basics to facilitate deep, impactful connection.
• Relaxed, yet professional atmosphere: Ditch the typical small talk. This group will feel like old friends.
• No selling or pitching: Our focus is purely on shared growth and support.

NYC Customer Success Week 2025
2025-09-29 - 2025-10-03
Make real-life connections
at our main event.

We’re bringing the entire Customer Success world to New York City for one week, providing thought-provoking content as the backdrop for meaningful conversations and relationships.
The entire week is anchored by an incredible main event on Tuesday, September 30th at Convene (225 Liberty Street – inside Brookfield Place, 2nd floor).

2025 NYC Customer Success Week
2025-09-30 13:00 - 2025-10-01 22:00

My First 90 Days Owning Customer Success: A CRO’s Playbook
2025-10-01 18:00 - 19:00
For Gainsight’s Chief Revenue Officer, Marilee Bear, the first 90 days leading Customer Success were eye-opening. Complex incentives, fuzzy retention metrics, and buried expansion signals made it challenging to forecast growth with confidence.
In this exclusive session, Marilee shares how she redefined the role of CS from a support function to a revenue lever, and why she now sees Gross Revenue Retention (GRR) as her north star.
You’ll learn how she:

Connected the dots across Sales, CS, and RevOps to drive shared accountability for growth and retention
Turned hidden expansion signals from within Gainsight’s customer base into pipeline with clear workflows and AI-powered insights
Built a CS strategy that fuels post-sale revenue and makes GRR a leading indicator of company health

If you’re a CRO who suddenly owns CS, or a CS leader trying to earn executive influence, this is your roadmap to transforming CS into your most strategic growth engine.

Customer Success Leadership Accelerator Program | October 7
2025-10-07 17:00 - 18:00
Take control of your career with our six-week leadership program that’ll turn you into a bonafide customer success leader.
Next cohort start date: October 7th
Fortify your résumé for future promotions with a leadership certification.
Uncover exclusive expert insights that you won’t find on your LinkedIn feed.
Learn how to maximize the potential of customer success in your organization.

Secrets Management 101: The Key to Security
2025-10-09 15:00 - 16:00
About this talk

In today’s rapidly evolving digital landscape, managing secrets such as API keys, credentials, and other sensitive information is crucial for maintaining security and operational efficiency. The “Secrets Management 101” webinar will provide a comprehensive overview of the challenges associated with secrets management and present effective solutions to address these issues.
We will explore common problems such as hardcoded credentials and insecure storage and discuss how modern secrets management solutions offer centralized control, enhanced security, and streamlined processes. Attendees will learn about the benefits of implementing a robust secrets management system, including improved protection against unauthorized access, regulatory compliance, and operational efficiency.
Join us to gain valuable insights into best practices for managing secrets, discover real-world success stories, and understand the steps required to integrate a secrets management solution into your organization. This webinar is designed for IT professionals, security experts, and anyone interested in safeguarding their sensitive information.

Building Your First AI Agent: AI for Customer Success | Session #5
2025-10-10 11:30 - 12:30
In our lunch & learn webinar series, Caroline Depierre (pollup.ai) and Christiane Kaiser (kaiser-cx.com) share how Customer Success teams can adopt AI in a practical, hands-on way. From identifying where to start, to automating communication touchpoints, to building AI agents and automations that actually work.
Session #5 on the 10th October is all about Building Your First AI Agent for Customer Success. Join us to learn the basics of AI agents, and apply it to your own team set up and needs. Register via Zoom: https://us02web.zoom.us/webinar/register/WN_bLhTEM8YQvW_fuq0te-qBA#/registration

Customer Success Core: Certified Live Training | October 15
2025-10-15 15:00 - 16:00
The most comprehensive customer success certification around, Customer Success Core: Certified is here to to set you and your customers up for a lifetime of success.
Join live with our customer success expert who will take you through the accredited curriculum to arm you with the theory and frameworks (along with some seriously interesting real-life case stories) to demystify CS best practices and enable you to accelerate time-to-value and deliver your customers’ goals.
Please note that signing up to the LinkedIn event does not mean you are registered to attend. To secure your place, complete your registration on our website.

Customer Success Keynote: Build Your Agentic Enterprise
2025-10-17 00:30 - 01:30
See how leading organizations are cutting costs, scaling fast, and building loyalty — and celebrate three Customer Success Award winners showing what’s possible.

ScalePad Product Studio: Customer Success
2025-10-21 18:00 - 19:00
Join the ScalePad Product Team for a live session focused on solving the Customer Success challenges MSPs face daily.
We’ll dive into Lifecycle Manager and Quoter, demo best practices for strategic client engagement, and show how MSPs are using our tools to drive business alignment, faster project approvals, and real growth.
✅ Tips and best practices from our product team
✅ Updates on Lifecycle Manager X
✅ New Quoter features
✅ Live Q&A — bring your questions!
🎯 Built for CS professionals, vCIOs, AMs, and MSP operators ready to evolve their client conversations

Upcoming Webinar: CS100 Replay Series
2025-10-21 18:00 - 19:00
Did you miss the CS100 Summit last month? Don’t worry, we’ve got you covered. From October 21st through December 9th, we’re bringing the best of the Summit straight to you in an 8-part virtual webinar series. Each week, you’ll hear from our top-rated speakers as they deliver the same sessions that attendees couldn’t stop talking about, filled with powerful insights, real-world stories, and practical takeaways you can apply immediately.
What You’ll Learn
In each 60-minute session, you’ll hear from your favorite Customer Success thought leaders and practitioners on topics from How to Build Your CS Career, AI in Customer Success, What CEO’s Really Want from CS Leaders and so much more.
Reserve your spot today, you won’t want to miss it!

Human-Centric Design: Keys To Associate Success & Customer Connections
2025-10-22 18:00 - 19:00
This webinar will explore how leading retailers are reimagining brick-and-mortar experiences through a human-centric design approach that puts shoppers and associates first.
Walk away with actionable perspectives of former and current top retailers for elevating the in-store experience through thoughtful design and a truly human-first approach.
Featuring:
– Global Retail Leaders and Pioneers Martin Urrutia and Lesley Hawkins
– CEO of Retail Design firm ZoCo Lacey Picazo
– Host: Lauren Cevallos, Director of Strategy & Customer Success at Jumpmind
This discussion will unpack how to create spaces that drive loyalty and conversion, and how to align tech and operations for maximum impact.

The state of customer revenue leadership: 2025 benchmark report
2025-10-22 19:00 - 20:00
Join us for an exclusive webinar to explore the most significant findings from the 6th annual Customer Revenue Leadership Study, the industry’s most comprehensive benchmark of customer revenue teams.
Based on data from nearly 800 customer growth leaders worldwide, you will learn what roles, strategies, and technologies are most linked to stronger revenue performance and how leading organizations are preparing their post-sales engines for growth.
Key takeaways:

Why 2025 is a baseline year for retention and revenue growth, and what that means for your planning
Which team roles, budgets, and tech investments have the biggest impact on NRR and GRR
How buying readiness and AI adoption are shaping customer revenue strategies
Practical recommendations to strengthen operations, align on lifecycle revenue metrics, and scale growth

How to measure the ROI of your Attack Surface Program
2025-10-23 15:00 - 16:00
About this talk

Security teams often struggle to quantify the impact of their work and clearly demonstrate value to leadership. In this webinar, we’ll explore how to effectively measure the performance of your Attack Surface Management (ASM) program. You’ll learn actionable, data-driven metrics and benchmarking methods to highlight efficiency gains and ensure your team’s contributions are recognized.
Join Tim Hunt, VP of Customer Success at Searchlight Cyber, as he shares best practice advice from his time working with some of the largest companies in the world, as he shares the way to measure the impact of your ASM program; time. The faster your team can mitigate risks, the lower the chance of a cyber incident impacting your business’s bottom line e.g., system downtime, data loss, regulatory fines, reputational damage.
In this webinar, we’ll share :
– Key performance indicators: Metrics you can implement to measure the impact of your program
– Integration strategies: Recommendations on how to integrate your ASM program with other security teams
– Internal advocacy:
Tips on raising the internal profile of the work your security program is delivering Even if you can’t join live, register now to receive your link to the recording as soon as it’s available. We look forward to seeing you on the webinar soon.

Customer Success Bytes – Driving Business Value Through Integration IBM
2025-10-24
🚀 Customer Success Bytes – Driving Business Value Through Integration
📍 IBM Tower Munich, 26th Floor
🗓️ October 24, 2025 | 08:30 – 16:00
Join us for a full-day IBM TechXchange Workshop, where Customer Success meets Integration.
Discover how AI, webMethods, and IBM’s integration portfolio unlock real business outcomes.
✨ What’s in it for you?
Insights from IBM experts & customers on integration powered by AI
Live customer panel with real-world success stories
A roadmap view on Agentic AI & MCP consumption
Hands-on discussions with Customer Success Managers & product leaders
Networking opportunities in an exclusive venue with a stunning view over Munich 🌄 (and maybe even the Alps!)
👉 Whether you’re driving digital transformation, managing hybrid architectures, or looking to maximize your IBM solutions — this workshop is designed to inspire, inform & connect.

Churn Is Not A Customer Success Problem
2025-10-29 01:00 - 02:00
For years, you’ve been saying it: Customer Success can’t solve churn alone.
You’ve witnessed firsthand how sales overpromises, product gaps, and organizational silos undermine even the most dedicated CS efforts. Now, we have the data to prove it.
The Data Reveals:
• Churn is a Systemic Issue
• Product is Key
• Broken Promises Kill Relationship

Customer Success Summit | Boston | October 2025
2025-10-29 12:00 - 2025-10-30 19:30
Elevate your CS strategy and get in a room with industry leaders as they reveal case studies, best practices, and common challenges to help you get up-to-date with the latest innovations and build the skills you need to accelerate your career.

Beyond the Software: How Customer Success Drives Warehouse Excellence
2025-10-29 15:00 - 16:00
Technology is only part of the story when it comes to running an efficient warehouse. True success also depends on the people and processes behind the software. Join moderator John Monarch of PESTI as he sits down with SnapFulfil Account Managers Cheree Brewer and Adam Biggs to explore how a proactive customer success approach helps warehouses adapt, thrive, and achieve long-term results.
In this session you’ll learn:
– How SnapFulfil’s customer success team partners with clients beyond go-live.
– Strategies for navigating challenges and maximizing WMS capabilities.
– Real-world examples of how strong customer relationships lead to operational wins.

Building a Recognition Program That Resonates Across Multicultural Workforces
2025-10-29 16:00 - 17:00
Appreciation is universal — but how it’s expressed and received varies widely across cultures.
In this session, Achievers’ Senior Director of Customer Success, Emma Harvie, is joined by Moxa’s Head of Learning and Development, Julie Lin, to explore how organizations can foster belonging and appreciation in diverse, multicultural environments.
They’ll share:
– How Moxa built a culturally attuned employee recognition and rewards strategy, starting in Taiwan and scaling globally
– Inclusive recognition strategies that drive employee engagement and retention
– Tips to foster a culture of appreciation and belonging that feels authentic, inclusive, and scalable across dynamic, multi-generational, and multi-cultural teams

From Busy to Productive: Upcoming Totango Updates for Improving Team Prioritization
2025-10-29 17:00 - 18:00
Top of mind for almost every post-Sales leader right now is how to scale their team’s ability to manage a growing customer population without having to scale headcount. Automation, playbooks, AI, digital CS – these can help, but what we ultimately need is to ensure that the human we trust to do these critical jobs are spending their time in the optimal way. Individual contributors need clarity in how to prioritize their week and decide which customers to invest in, while leaders need insight into how they should allocate resources across a customer population.
Totango’s upcoming product releases will be designed to connect these two needs – giving CSMs guided workflows to prep and act, and managers executive-level reporting to analyze engagement gaps, track IC performance, and improve quota planning.
Join us on October 29 to get a sneak peek into what’s coming soon to Totango.
During this session, we’ll:

Walk through how CSMs can use the My Week feature to focus on the right meetings and actions
Highlight how leaders can leverage Team Performance reporting to identify gaps and coach effectively
Provide a roadmap for how these features fit into Totango’s broader vision for scaling customer value

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Customer Success Summit | Sydney | October 2025
2025-10-29 21:00 - 2025-10-30 06:00
Elevate your customer success strategy and get in a room with industry leaders as they reveal case studies, best practices, and common challenges to help you get up-to-date with the latest innovations and build the skills you need to accelerate your career.

3 Ways to Accelerate Quoting, Contracting, and Renewals
2025-10-30 14:00 - 15:00
Join this webinar to learn how you can use ServiceNow Sales and Order Management to acquire and retain customers. It details how recent innovations in ServiceNow SOM make it possible to dynamically price and quote deals and manage and fulfill orders. You’ll leave with practical tips to reduce your time to quote, order fallout, and churn.

From silos to success: Creating a seamless customer journey
2025-11-05 16:00 - 17:00
Join our expert panel for a virtual discussion on how customer success professionals can unify sales, services, success, and support to achieve a truly connected customer journey.
Learn how a unified customer data strategy is the key to driving long-term growth, reducing churn, and delivering personalized experiences at every stage.
Can’t make it live? Don’t worry, we’ll still send you the recording.

Why attend?
In this session, you’ll discover how to:

Gain a 360° view of the customer journey by connecting your core business functions.
Drive predictable revenue and reduce costs with better visibility and best-practice orchestration.
Create personalized customer experiences by seamlessly connecting every stage – from sales and service delivery to ongoing success and support.

Key challenges we’ll tackle:

Disconnected systems and siloed data that block a holistic view of the customer lifecycle.
Inefficient, manual processes that slow teams down.
Customer churn and low renewals due to lack of insights and proactive engagement.

Meet the experts
We’ll be joined by Chris Petty, Senior Director Strategic Sales Programs, and Will Spice, VP Product Management, both from Certinia.
With over two decades of experience, Chris offers extensive technological expertise and a comprehensive understanding of business process efficiency and productivity enhancements.
Will leads the product design, development, and engineering teams to deliver a solution that enables organizations to leverage one platform and one team to deliver one value journey to maximize customer lifetime value.
Who should attend?
Customer professionals and leaders looking to:

Improve cross-functional collaboration
Leverage data to deliver measurable outcomes
Build stronger, longer-lasting customer relationships
