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X-WR-CALNAME:Practical CSM
X-ORIGINAL-URL:https://practicalcsm.com
X-WR-CALDESC:Events for Practical CSM
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DTSTART:20260101T000000
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260106T180000
DTEND;TZID=UTC:20260106T190000
DTSTAMP:20260408T201807
CREATED:20251226T160041Z
LAST-MODIFIED:20251226T160041Z
UID:10000576-1767722400-1767726000@practicalcsm.com
SUMMARY:How Customer Success Teams Can Build Revenue AI Agents (Live Build)
DESCRIPTION:This 𝗟𝗶𝘃𝗲\, 𝗵𝗮𝗻𝗱𝘀-𝗼𝗻 𝘀𝗲𝘀𝘀𝗶𝗼𝗻 will show 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 and 𝗽𝗿𝗮𝗰𝘁𝗶𝘁𝗶𝗼𝗻𝗲𝗿𝘀 how to build a revenue-focused AI agent that turns everyday customer signals into clear retention and expansion actions. You’ll see real examples\, a live agent build\, and practical ways to apply this inside your current CS workflows. \nNo prior 𝗔𝗜 𝗼𝗿 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 required! \n𝗔𝗴𝗲𝗻𝗱𝗮 \n1. Why 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁𝘀 𝗠𝗮𝘁𝘁𝗲𝗿 for CS in 2026\n2. What a “𝗥𝗲𝘃𝗲𝗻𝘂𝗲 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁” Looks Like in CS\n3. 𝗟𝗶𝘃𝗲 Agent Build\n4. How CS Teams Can Use This 𝗜𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆
URL:https://practicalcsm.com/event/how-customer-success-teams-can-build-revenue-ai-agents-live-build/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260107T170000
DTEND;TZID=UTC:20260107T180000
DTSTAMP:20260408T201807
CREATED:20251226T160307Z
LAST-MODIFIED:20251226T160409Z
UID:10000577-1767805200-1767808800@practicalcsm.com
SUMMARY:Customer Success Is A Lie: Why We Should Keep Believing In It!
DESCRIPTION:RSVP today to join me on Wednesday\, January 7\, 2026 at 11 AM CT\, as I kick off the New Year with something you did not expect me to say about Customer Success! \nA 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-why-we-should-keep-believing-in-it/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260110T180000
DTEND;TZID=UTC:20260110T190000
DTSTAMP:20260408T201807
CREATED:20251209T091618Z
LAST-MODIFIED:20251209T091618Z
UID:10000567-1768068000-1768071600@practicalcsm.com
SUMMARY:Webinar How to Talk Expansion Without Feeling Salesy
DESCRIPTION:Most teams know expansion is critical to driving NRR. What’s less clear is how to approach those conversations in a way that feels right for your business and your customer. \nIn this session\, we’ll unpack how to navigate that moment\, read the signals\, lead with value\, and make growth feel like a natural next step in the partnership. \nWhat You’ll Learn \n\nWhat expansion-readiness really looks like\, and what to look for before you act\nHow to open the door to growth without putting the relationship at risk\nLanguage that builds trust and keeps the conversation grounded in value\nHow CS and Sales can work together to support authentic\, well-timed growth
URL:https://practicalcsm.com/event/webinar-how-to-talk-expansion-without-feeling-salesy/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260115T130000
DTEND;TZID=UTC:20260115T140000
DTSTAMP:20260408T201807
CREATED:20251211T091539Z
LAST-MODIFIED:20260113T094616Z
UID:10000571-1768482000-1768485600@practicalcsm.com
SUMMARY:Customer Success as a Growth Engine: How Early-Stage Startups Can Build Scalable CS Foundations
DESCRIPTION:Customer Success is one of the most underestimated growth drivers in early-stage startups. Yet the right CS foundations can dramatically improve retention\, strengthen product adoption\, but also find product-market fit a lot faster. In this practical 1-hour workshop\, founders will learn how to use CS as a strategic advantage from day one. \nWhat you will learn:\n1. What Customer Success Really Is\nA clear explanation of CS as a proactive growth function — on top of customer support.\n2. How CS Directly Impacts Retention\, Expansion\, and Adoption\nFounders will see how early CS habits translate into lower churn\, higher activation\, and more revenue.\n3. Support as the Foundation of Customer Love\nSimple steps to improve support quality and systematically gather feedback that shapes the roadmap.\n4. CS in Early-Stage Startups\nHow to use CS as an early warning & insight system: what to track\, what conversations to have\, and which signals predict churn.\n5. What to Build at Each Stage of Growth\nA lightweight roadmap of CS priorities — from founder-led actions to scalable processes. \nBy the end of the session\, founders will know:\nhow CS accelerates growth even with limited resources\,\nwhich early habits prevent churn\,\nhow to collect and use customer feedback effectively\,\nwhat to focus on at each stage of scaling.\nThey walk away with clear\, actionable steps they can apply immediately — without needing a dedicated CS team. \nThis workshop will be led by Zuzanna Ostojska and Aleksandra Puchta-Górska.\nWe are Customer Success consultants with 10+ years of experience supporting startups in building CS programs that increase retention and drive predictable revenue.\nWe work through mentoring\, training\, and project-based consulting — always with a focus on practical\, founder-friendly execution.
URL:https://practicalcsm.com/event/customer-success-as-a-growth-engine-how-early-stage-startups-can-build-scalable-cs-foundations/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260121T100000
DTEND;TZID=UTC:20260121T110000
DTSTAMP:20260408T201807
CREATED:20251209T103142Z
LAST-MODIFIED:20251209T103142Z
UID:10000568-1768989600-1768993200@practicalcsm.com
SUMMARY:Set up for success: Proven readiness tactics to accelerate identity outcomes
DESCRIPTION:Discover readiness tactics—frameworks\, training\, and metrics—to accelerate identity outcomes from day one.
URL:https://practicalcsm.com/event/set-up-for-success-proven-readiness-tactics-to-accelerate-identity-outcomes/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260121T163000
DTEND;TZID=UTC:20260121T200000
DTSTAMP:20260408T201807
CREATED:20251211T100851Z
LAST-MODIFIED:20251211T100851Z
UID:10000575-1769013000-1769025600@practicalcsm.com
SUMMARY:Agents Unplugged:  Your Playbook to Deploying Post-Sales Agents
DESCRIPTION:Forget the future. AI Agents are here\, and they’re already rewriting the playbook for Customer Success. The best teams aren’t experimenting; they’re executing\, using agents to scale impact\, surface expansion signals\, and prove automation can drive growth and connection. \nJoin us at Agents Unplugged for a behind-the-scenes look at how real teams are building\, testing\, and scaling Agents that make their work faster\, smarter\, and more human. \nKey Takeaways You Won’t Want to Miss:\nHow leading CS teams are already using AI Agents to augment—not replace—their teams \nReal deployment stories: what worked\, what didn’t\, and what they’d do differently \nHow to identify and prioritize the best Agent use cases across your customer journey \nWhy “human-in-the-loop” automation is the secret to scaling CS without sacrificing relationships
URL:https://practicalcsm.com/event/agents-unplugged-your-playbook-to-deploying-post-sales-agents/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260122T170000
DTEND;TZID=UTC:20260122T180000
DTSTAMP:20260408T201807
CREATED:20260108T095124Z
LAST-MODIFIED:20260108T095124Z
UID:10000578-1769101200-1769104800@practicalcsm.com
SUMMARY:CCO Online: Making AI Real in Customer Success
DESCRIPTION:AI has moved beyond experimentation — it’s now transforming how Customer Success organizations deliver measurable business outcomes. Yet many teams remain stuck in the pilot trap\, struggling to move from proof of concept to performance at scale. \n​Join Matt Eldridge and Greg Fiore\, Partners at Bain & Company\, in conversation with Omid Razavi\, Founder of SuccessLab\, for an interactive live session on how Customer Success leaders are building an AI-first function that increases coverage\, improves customer experience\, and improves net revenue retention. \n​Matt and Greg help technology and software companies strengthen their customer success and commercial operations through practical\, data-driven strategies. Their work helps CS leaders set bold AI ambitions\, redesign end-to-end customer journeys\, and embed the change through communication\, capability building\, and new ways of working\, so that pilots turn into enterprise-wide performance. \n​In this live session\, you’ll learn how to: \n​Move beyond AI pilots to deliver enterprise-wide impact \n​Rebalance CSM time and coverage by leveraging AI to allow CSMs to focus on strategic\, high-value engagement \n​Zero-base and redesign your most critical Customer Success journeys with AI-first workflows \n​Drive adoption across people\, data\, and culture \n​What you’ll gain: \n​A practical\, four-step roadmap for scaling AI in Customer Success \n​Frameworks to improve retention\, expansion\, and efficiency by shifting CSM capacity toward higher-value customer outcomes \n​Insights from Bain research and real-world transformations across leading B2B SaaS players \n​Live Q&A with Bain and fellow Customer Success leaders
URL:https://practicalcsm.com/event/cco-online-making-ai-real-in-customer-success/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260127T170000
DTEND;TZID=UTC:20260127T180000
DTSTAMP:20260408T201807
CREATED:20260122T095906Z
LAST-MODIFIED:20260122T095906Z
UID:10000582-1769533200-1769536800@practicalcsm.com
SUMMARY:How to Talk Expansion Without Feeling Salesy
DESCRIPTION:Most Revenue teams know expansion is critical to driving NRR\, especially as net-new business becomes harder to come by. What’s less clear is how to approach these conversations in a way that feels right for your business and your customer. \nIn this session\, Megan Cassidy\, Gainsight’s Head of Strategic Sales\, and Pascal Debets\, RVP of Account Management\, will unpack how to navigate that moment\, read the signals\, lead with value\, and make growth feel like a natural next step in the partnership. \nWhat You’ll Learn \n\nWhat expansion-readiness really looks like\, and what leaders and CSMs should look for before you act\nHow to open the door to growth without putting the relationship at risk\nLanguage that builds trust and keeps the conversation grounded in value\nHow CS and Sales can work together to support authentic\, well-timed growth
URL:https://practicalcsm.com/event/how-to-talk-expansion-without-feeling-salesy/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260128T153000
DTEND;TZID=UTC:20260128T173000
DTSTAMP:20260408T201807
CREATED:20260108T095926Z
LAST-MODIFIED:20260108T095926Z
UID:10000579-1769614200-1769621400@practicalcsm.com
SUMMARY:Customer Success: Successful Communication as a tool of a CSM
DESCRIPTION:▶️ When? Jan 28\, Wed\, 17.30 – 19.30\n​▶️ Where? Kaisaniemenkatu 4\, 00100 Helsinki\, 3rd floor\, Refined office\n​▶️ Topic: Successful Communication as a tool of a CSM\n​▶️ Speakers: Steve Morrell and Valeria Markova\n​▶️ Format: 30 min presentation\, 60 min discussions in small groups
URL:https://practicalcsm.com/event/customer-success-successful-communication-as-a-tool-of-a-csm/
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BEGIN:VEVENT
DTSTART;TZID=UTC:20260129T163000
DTEND;TZID=UTC:20260129T173000
DTSTAMP:20260408T201807
CREATED:20260122T100224Z
LAST-MODIFIED:20260122T100224Z
UID:10000583-1769704200-1769707800@practicalcsm.com
SUMMARY:Unlocking Value Across Internal Teams – Turning Community Into An Internal Growth Engine
DESCRIPTION:Your customers are learning\, sharing\, and solving problems in your community every day. But is anyone inside your company actually using that goldmine?\nSales\, Support\, Marketing\, and CS all should be paying attention to what’s happening in your community. Most aren’t. Which means insights get missed\, opportunities get wasted\, and Community stays stuck as “nice-to-have” instead of mission-critical. \nJoin this insightful discussion where you’ll learn how to turn your community into a go-to resource for your internal teams rather than just a destination for customers. \nWe hope to see you there! \nHosted by:\nMeredith Estremo\, Manager Enterprise Accounts\, Gainsight\nJenny Weigle-Bonds\, Customer Success Manager\, Gainsight\nAinsley Steen\, Solutions Consultant\, Gainsight
URL:https://practicalcsm.com/event/unlocking-value-across-internal-teams-turning-community-into-an-internal-growth-engine/
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END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=UTC:20260129T180000
DTEND;TZID=UTC:20260129T190000
DTSTAMP:20260408T201807
CREATED:20260122T091750Z
LAST-MODIFIED:20260122T091750Z
UID:10000581-1769709600-1769713200@practicalcsm.com
SUMMARY:Revenue-Grade Customer Success: Curing Health Score Overload Syndrome
DESCRIPTION:Health scores were created to manage risk\, but many CS teams now overlook them. \nIf most of your accounts appear “green\,” yet renewals still surprise you\, this session will explain the reasons and outline actionable steps. \nIn this episode of Revenue-Grade Customer Success\, we’ll examine Health Score Overload Syndrome\, which occurs when health scores are used to predict revenue and explain customer behavior simultaneously. \nIn this live session\, you’ll learn: \n* Why health scores often fail to predict revenue?\n* How mixing up health scores and forecasting can lead to false confidence?\n* A practical method to tell customer signals apart from revenue signals.\n* What CS leaders can change next week to make forecasts more reliable? \nWho should attend? \nCS Managers\, Directors\, CS Ops leaders\, and senior CSMs who are responsible for renewals and revenue visibility. \nThis session offers practical\, operator-level insights without tools\, hype\, or generic best practices. \nJoin us live and bring your questions.
URL:https://practicalcsm.com/event/revenue-grade-customer-success-curing-health-score-overload-syndrome/
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