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X-WR-CALDESC:Events for Practical CSM
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DTSTART;TZID=UTC:20260501T180000
DTEND;TZID=UTC:20260501T190000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260512T170000
DTEND;TZID=UTC:20260512T180000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260513T170000
DTEND;TZID=UTC:20260513T180000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260514T030000
DTEND;TZID=UTC:20260514T083000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260520T170000
DTEND;TZID=UTC:20260520T180000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T150000
DTEND;TZID=UTC:20260521T153000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260521T170000
DTEND;TZID=UTC:20260521T180000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260603T130000
DTEND;TZID=UTC:20260603T140000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260609T170000
DTEND;TZID=UTC:20260609T180000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260611T150000
DTEND;TZID=UTC:20260611T160000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260616T170000
DTEND;TZID=UTC:20260616T180000
DTSTAMP:20260501T005557
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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BEGIN:VEVENT
DTSTART;TZID=UTC:20260618T160000
DTEND;TZID=UTC:20260618T170000
DTSTAMP:20260501T005557
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:20260501T005557
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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