Practical CSM

The New Rules of CS: Stop Tracking Adoption. Start Predicting Retention
2026-04-07 18:00 - 19:00 UTC
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
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!

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.

Executive Presence: The art of being seen, heard, & trusted to build success
2026-06-16 17:00 - 18:00
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.
Attendees will learn how to:
• Strengthen composure and confidence in high-pressure conversations and leadership moments
• Understand the four executive presence behaviors to communicate with clarity, conviction, and trust
• Identify personal presence strengths and growth areas, including leadership blind spots
• Avoid common credibility derailers such as over-explaining, hedging language, and reactive responses
• Recognize how to convey calm authority and professional credibility
• Improve influence in executive, partner, and customer discussions
• Be able to commit to one visible, high-impact behavior that strengthens presence immediately in real work situations
This session helps leaders:
• Communicate more clearly and confidently in executive and partner settings
• Build trust faster with teams, stakeholders, and customers
• Strengthen credibility and decision influence
• Lead high-stakes conversations with greater calm, clarity, and authority
• Improve leadership presence in meetings, presentations, and critical business moments
