Practical CSM

Rethinking the Sales Playbook: What today's teams actually need
2026-02-26 17:00 - 18:00 UTC
Sales plans aren’t failing because teams are lazy—they’re failing because the playbooks are outdated. In this candid conversation, Mark Ward, Managing Consultant at Revenue Arc, and Glenn Haertel, Global Head of Sales at memoryBlue, unpack what it really takes to build high-performing sales teams in today’s complex, fast-moving environment.

Why Customer Insights Never Turn Into Action
2026-02-26 17:00 - 18:00
The gap between insight and action is solvable…once you understand how scattered knowledge can wreak havoc on execution.
Drowning in customer feedback, performance metrics and operational data, but still struggling to turn any of it into real change?
Many teams have plenty of insight, but execution breaks down when the information people rely on is hard to find, inconsistent or outdated.
The numbers back it up:

Half of executives say knowledge gaps and training issues prevent consistent delivery
One-third of employees rely on 10+ tools just to document processes
Employees spend 15+ minutes searching for the information they need in the moment

That friction slows teams down, creates inconsistency and puts customer experience at risk — which is exactly what we’ll unpack on February 26 in a practical discussion with Procedureflow’s Jaclyn Lo on what stalls execution and how teams move from insight to action.
In this session, we’ll cover:

Why customer insights fail to drive change, even when the data is clear
How fragmented process knowledge creates execution gaps across teams
What consistent execution looks like when information is accessible in the moment of need
Where leaders should focus to identify gaps, improve adoption and drive performance

Join the conversation to understand what’s really getting in the way of execution, and how teams are closing the gap between insight and action.

Behind the Data: How Digital Customer Success Is Taking Center Stage in 2026
2026-02-26 18:00 - 19:00
In this live session, we’ll go behind freshly released data to unpack what’s really changing, and why digital customer success, education, and community are moving from supporting roles to center stage in 2026.
You’ll hear directly from leaders actively changing how teams are structured, how community-led education works, and how success is measured in practice.
Get ready for a fast-paced mix of fresh benchmark data, real anecdotes from the field, and a forward-looking view of what’s coming next. Key topics include:

New benchmark data on where companies are investing in digital customer success, education, community, and AI
Real-world examples of how these changes are showing up today, from team structure and operating models to how leaders are redefining success
Practical perspective on how AI is accelerating change, and where human judgment, trust, and community matter more than ever

Plus get access to your own copy of the data report, so you can take the insights back to your team and leadership!
Speakers:

Jill Glynn, Senior Manager, Scaled Engagement, LinkedIn
Samantha Murray, Strategic Advisor & GTM Strategy for CX & Learning Tech

We hope to see you there!

A.I. Applications for Customer Success
2026-03-01 06:00 - 2026-03-14 07:00
Learn how artificial intelligence can enhance customer service and experience. This workshop focuses on using A.I. tools, like chatbots, to provide 24/7 support, resolve simple issues, and deliver personalized interactions through intelligent automation. Gain a professional edge with this expert-led, self-paced online workshop and earn a micro-credential that showcases your skills and sets you apart in today’s A.I.-driven workplace.
This program is offered in partnership with MSOE Center for Professional Education.
INSTRUCTOR:
Patrik Neuwirth, MSOE Adjunct Trainer
WHO SHOULD ATTEND:
-Customer success professionals seeking to apply A.I. for improved engagement and efficiency.
-Job seekers and career changers targeting roles in support, CX, or digital service delivery.

Fix the broken customer experience
2026-03-03 17:00 - 18:00
In this unfiltered conversation, John Bishara from Seismic will share how adopting an AI-native CRM transformed their customer service operations, delivering faster resolutions at lower cost. You’ll also hear from our experts on why service teams get stuck in fragmented workflows and manual triage, and how AI agents are changing the experience by resolving issues before customers even ask.

The Post-Hype Reality of AI in CS
2026-03-03 17:00 - 18:00
AI is increasingly part of the customer success conversation, but for many teams and leaders, it’s still early, and the impact is hard to explain.
Join Gainsight alumnus Rod Cherkas, CEO of strategy consulting firm HelloCCO and author of The Chief Customer Officer Playbook, Josh Schacter, SVP of Strategy and Market Development at Gainsight, and Casandra Brice, VP CS Americas at Zendesk, for an engaging discussion grounded in insights from Rod Cherkas’s AI-in-Post-Sale benchmark research.
You’ll learn:

Where AI is actually being adopted inside CS teams—and how deep it really goes
Why productivity improvements show up fast, but real business impact lags behind
How expectations from boards and execs are shifting
What it takes to move from experimentation to outcomes you can defend

If you’re under pressure to “do something with AI” but still struggling to show the value, this session is for you.

How To Align Revenue Teams Around The Buyer Journey
2026-03-12 - 2026-03-13
Are your revenue teams fully aligned with your buyer’s journey? 💰
Disconnected systems, rigid processes, and slow response times aren’t just frustrating buyers – they’re leaving revenue on the table.
In this complimentary live session with LeanData, we share how RevOps leaders are aligning revenue, marketing, and sales operations teams around the buyer journey.
Gain practical insights for eliminating friction across teams and discover how a strong orchestration foundation can transform complex operations into measurable revenue impact.

Partner Success vs Customer Success: Why Separation Matters
2026-03-13 16:00 - 17:00
At first, it feels efficient to run Partner Success inside Customer Success.
Then the partner channel grows and everything gets blurry: who owns onboarding, enablement, renewals, expansions, and escalations?
Partners ramp slower.
CS gets pulled into channel firefighting.
Customers feel the gaps.
On Friday, March 13, 2026, at 12:00 PM ET, Ella Eng will discuss with Ivan Stefanovski (CCSS) on when Partner Success and Customer Success should split, and what actually changes when you do it right.
What we’ll cover:
– The inflection point that forces separation
– Org design and ownership (renewals, expansions, escalations)
– Partner motions vs customer motions
– Metrics that expose the need and prove it’s working (partner health, PSAT, partner-influenced GRR/NRR)
Incentives and economics: why partner-led deals convert higher, and when they stop being worth it

Is Your Community Ready for AI? A Practical Guide to Becoming LLM-Ready
2026-03-17 16:00 - 17:00
AI won’t quietly compensate for messy systems while you wait. Those outdated threads won’t get organized overnight, vague answers won’t get clarified, and chaotic tags won’t magically get fixed. Instead, AI will expose those gaps when LLMs no longer surface or cite your content. So, let’s get to work fixing it.
On March 17th, Richard Millington and Jon Wishart will discuss real community examples so that you walk away with:

A simple rubric to assess whether your community is AI-ready
Clear criteria for what “good” looks like in threads, tagging, and knowledge structure
A stronger definition of your role, from volume driver to knowledge architect
The confidence to explain your AI-readiness strategy to leadership

The New Rules of CS: Treating Onboarding as a Revenue Predictor
2026-03-18 17:00 - 18:00
The biggest revenue indicators often show up in the first 30 days, but many CS teams aren’t looking for them (or don’t know where to look). Even more problematic, most onboarding still looks like a handoff, a checklist, and a race to hit time-to-value rather than a strategic moment to build momentum and set the tone for long-term success.
In this webinar, Taylor Johnston, Sr. Director, Advisory Services at Gainsight, will reveal how onboarding is quietly becoming one of the most powerful forecasting levers in Customer Success. You’ll learn why traditional metrics like “time to value” miss the mark, how leading teams are looking at those first 30 days, and what scalable onboarding really looks like in 2026, so you can grow with confidence.
What we’ll unpack:

What leading teams track in the first 30 days to predict expansion or churn
Why time-to-value isn’t the only (or best) metric to measure onboarding success
How to scale onboarding with onboarding plays, signals, workflows, and dashboards

The State of Customer Growth & Renewal 2026
2026-03-18 18:00 - 19:00
The customer growth and renewal (CGR) industry is facing an existential pivot driven by AI economics, marking the end of the “growth at all costs” era and the beginning of a focus on profitable growth and trust.
Overview

Summary

In this webinar, TSIA explains the “Agentic Pivot” reshaping Customer Growth & Renewal in 2026 as AI Economics shifts the focus to profitable growth and trust. You’ll learn how to move from adoption-led motions to outcome telemetry and agentic AI—while overcoming pricing paralysis, fragmented data, and revenue volatility. The session outlines the key shifts to win: adopting the DARE framework, building human-on-the-loop architectures, and unifying revenue operations around NRR and expansion.

Challenges

Many organizations are stuck in pricing model paralysis. They resist disrupting per-user pricing, even as AI reduces the headcount those models depend on—creating a “Success Paradox”—where proving value can mean a customer pays less. At the same time, fragmented, low-quality data prevents AI from delivering reliable impact, and the move to consumption-based pricing adds revenue volatility that makes forecasting and budgeting far more complex.

Key takeaways

Transition to the DARE Framework
Organizations must move beyond linear adoption to a four-step cycle of outcome engineering and continuous value proof to drive net revenue retention (NRR).

Implementation of Agentic AI
Success in 2026 requires mastering ‘human-on-the-loop’ architectures, where autonomous agents handle end-to-end tasks like routine renewals and risk detection.

Unified Revenue Operations
To eliminate functional silos, compensation for customer success and renewal teams must be tethered directly to NRR and expansion revenue, aligning post-sale charters with a growth mandate.

What's your NBA? Build CS Momentum with the Next Best Action Framework
2026-03-18 21:00 - 22:00
Join our webinar to discover the NBA Framework™: a decision-making model built for customer success leaders navigating complex customer challenges, shifting priorities, or career-defining moments.
Grounded in a sport-inspired mindset where momentum is paramount, this framework steers you from overwhelm to action by focusing on one thing: the next best play. Through three clear steps (know the game, scan the court, and make the play), you’ll learn how to reduce churn risk, coach with confidence, handle renewal conversations better, and make high-impact decisions when time and clarity are limited.
Key takeaways:

Understand and apply the three-step NBA Framework™ to navigate complex customer and career decisions with clarity.
Identify high-impact moments where momentum—not perfection—is the goal, and confidently choose a next best action.
Use the framework as a coaching tool to develop CSMs, guide team discussions, and reduce decision-making friction across CS functions.

How we automated customer success onboarding
2026-03-19 13:00 - 14:00
If you work in customer success, operations, product, or growth and want to make your onboarding process more scalable and efficient, this session is for you.
In this live session, we’ll walk through how we automated customer success onboarding, which steps we automated, which tools and workflows we used, and how we reduced manual effort while maintaining a strong customer experience. You’ll also learn what worked, what didn’t, and the key metrics we focused on.

DeepTarget Customer Success Webinar - March 2026
2026-03-19 16:00 - 17:00
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!

How to Run a 15-Minute QBR That Wins Executive Attention
2026-03-26 17:00 - 17:30
Learn the concise, high-impact framework that earns executive attention, drives strategic alignment, and opens the door to expansion conversations.

Customer Success is a Lie: GRR - The Hidden Promise
2026-04-01 17:00 - 18:00
Customer Success Universe! 🌍
RSVP 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!
Topic: GRR The Hidden Lie that includes TCV, marks contraction and inflates revenue stability.
Customer 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.

The New Rules of CS: Stop Tracking Adoption. Start Predicting Retention
2026-04-07 18:00 - 19:00
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.
In 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.
You’ll also learn:

What signal-driven adoption looks like in practice, and how it helps teams focus where outcomes are possible
How to deliver a consistent and scalable adoption motion that goes beyond “one-size-fits-all”
How to demonstrate value so the impact is obvious long before renewal

AI Customer Success Summit | April 2026 | Free virtual event
2026-04-08 15:00 - 2026-04-09 22:00
Unlock AI-driven strategies to automate workflows, map smarter touchpoints, analyze feedback, reduce churn, and future-proof your CSM role.
Level 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.
Secure your free pass for live and OnDemand access to expert-led discussions, live Q&As, and actionable insights to future-proof your role.

AI Success Starts with the Right Data Foundation - How to Improve AI Outcomes and Reduce Failure Rates
2026-04-14 15:00 - 16:00
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.

DeepTarget Customer Success Webinar - April 2026
2026-04-16 17:00 - 18:00

The New Rules of CS: Turning Risk Signals Into Action
2026-04-21 18:00 - 19:00
Risk is showing up earlier and faster than most teams can keep up with.
Signals are everywhere, but more visibility can make it harder to know what actually matters and when to act.
In 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.
We’ll break down:

How to build a risk framework that separates signal from noise and ties each flag to a clear next step
How to focus your team’s time on the accounts that matter most
How to spot signals that indicate churn risk or growth potential, and respond with the right play

Your AI users don't churn. Or do they?
2026-04-22 15:00 - 16:00
Your AI users don’t churn. Or do they?
​Wednesday 22 April · 16:00 CET · 30 min
​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.
​The result: your health metrics need a re-do or you are flying blind.
​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.
​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.
​You’ll leave with:
​→ 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
​Hands-on, 30 minutes, no fluff. Just a framework built for the reality CS teams are dealing with right now.
​Free to attend. Seats are limited.
​Register above to secure your spot.

How to Manage the Growing Demands of CS and Deliver More Strategic Value
2026-04-22 17:00 - 17:30
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.

From Sales to Customer Success: Leveraging Salesforce Native LMS
2026-04-22 19:00 - 20:00
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.
Key Takeaways:
-> Automate onboarding transitions from Closed-Won deals
-> Predict churn using native Salesforce data
-> Boost retention profits up to 50 – 60%
-> Scale customer training directly within your CRM

Balancing AI, Automation, and the Human Touch in Customer Success
2026-04-22 19:00 - 20:00
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.
In 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.
Key takeaways:

Where AI and automation create the most value across the customer journey
How to balance digital engagement with high-impact human interactions
The biggest pitfalls companies face when automating CS and how to avoid them
Practical ways to use data and automation to identify risk, drive adoption, and uncover growth opportunities

SEC virtual: A bookclub for sales enablers
2026-04-23 17:00 - 18:00
A new virtual series for Sales Enablement professionals who want to learn, share, and grow together.

We’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.
Each session will be a relaxed, discussion-led space with peers across the community.

Grab the book and join the conversation 💬

📅 April 23
🕣 12-1pm ET

Women in enablement - Evolution of Sales Enablement
2026-04-29 18:00 - 19:00
What we’ll cover:
Evolution of Sales Enablement
🎯 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.
🎯 AI, Data, and Deal Intelligence – Advanced tools like AI, conversation intelligence, and real-time data now enhance forecast accuracy, deal inspection, and rep performance.
🎯 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.
We can’t want to have you there.

Customer Success is a Lie: NRR is a Lagging Indicator
2026-05-13 17:00 - 18:00
📅 RSVP NOW | Customer Success Is a Lie: LinkedIn Live Series
🗓 Wednesday, May 13, 2026, | 11 AM CT
📌 Topic: NRR: Lagging Indicator – It Tells You What Happened. Not Why. Not What’s Next.
This is the topic that started it ALL.
NRR 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.
The renewal was won or lost long before the number appeared on your dashboard.
Join me and an incredible panel of CS thought leaders:
Rob Zambito
Alex Turkovic
Lara Baeckers
Thomas Voight
…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.
💥 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.
If your CS strategy lives and dies by NRR, you don’t want to miss this.
🔗 Drop a comment or DM me to get the RSVP link.
#CustomerSuccess #NRR #CSLeadership #CustomerSuccessIsALie #RevenueRetention #ChurnPrevention #CustomerSuccessUniverse

Onboarding & Retention Summit
2026-05-14 03:00 - 08:30
Turn onboarding into your strongest retention strategy.
Learn how the most effective customer success teams cut early churn, build lasting loyalty, and drive growth by keeping the customers they already have.
Register free to join live or catch up with every session recording OnDemand after the event.
If 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.
Join this summit and learn to:

Stop losing customers in the first 90 days with scaleable onboarding that realizes value faster
Build loyalty from day one so customers stay longer, spend more, and become advocates
Steal proven onboarding playbooks from CS teams that have already figured it out

Onboarding and re-boarding at 10x — without hiring
2026-05-21 15:00 - 15:30
​Onboarding and re-boarding at 10x — without hiring
​Thursday 21 May · 16:00 CET · 30 min
​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.
​AI changes the equation. Not just for your team, but for your customers too.
​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.
​In this session, Johan Nilsson — founder of Startdeliver and Jecta — shares the concrete playbook for running onboarding and re-boarding at scale with AI.
​You’ll leave with:
​→ 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
​Hands-on, 30 minutes, no fluff. Built for CS teams that need to do more with what they have.
​Free to attend. Seats are limited.
​Register above to secure your spot.
