Light breakfast. Genius Bar and ChurnZero office hours open all day.

The Future of Software, AI’s Hype and Opportunity, and What Still Matters.

G2 CEO Godard Abel joins ChurnZero’s You Mon Tsang for a candid conversation about the evolving software landscape, the real opportunities around AI, and the timeless principles that still drive success.

Speakers

• Godard Abel, Co-founder and CEO, G2
• You Mon Tsang, CEO and Co-founder, ChurnZero

How to Launch a Tech Touch/Digital CS Program That Actually Works

You know you should launch a tech touch and digital customer success program. You just aren’t sure where to begin, or you haven’t built a strategy yet. This session gives you a practical blueprint for a scalable program—including frameworks, real examples, customer lifecycle maps, and a plug-and-play checklist—that will enable just a few CSMs to manage a big chunk of your customer base.

Key takeaways

• Audit your tech stack, data, and team readiness for a digital CS program.
• Learn to recognize where automation makes sense, and where it creates chaos
• How to balance scale and personalization when you’re short on budget or tools
• How to use segmentation & product usage data to drive retention and expansion

Speaker

• Joe Di Grande, Founder & CEO, Joe Does Tech Touch

Revenue Drivers: Building a Customer Success Strategy for Growth

Customer success leaders are being asked to step up as revenue drivers but the path isn’t always clear. In this interactive session, you’ll map out how CS can lead and influence revenue through retention, expansion, and advocacy. You’ll build a practical, customized revenue plan that aligns with your team’s charter and supports broader company goals without asking CSMs to become sales reps.

Key takeaways

• The difference between revenue influence and ownership.
• How to identify key points in the customer journey for driving retention and expansion.
• How to build a practical, CS-led revenue plan aligned with sales and product.

Speaker

• Kristen Hayer: CEO, The Success League

Your AI Notetaker is Starving for Deeper Customer Conversations

Typical, “check the box” customer meetings don’t give customers the space to engage on what’s most important to them—which means you miss golden opportunities to uncover their top priorities and challenges.  It also means you’re not giving your AI tools the richest possible dataset to deliver game-changing insights, like more accurate churn risk drivers, customer health scores, and opportunities for innovation. Discover the transformative power of leveraging strategic and revealing customer conversations into AI outputs to feed your data-hungry algorithms.

Key takeaways

• See real-world examples of how deeper customer conversations drive richer AI insights.
• Learn three “disruptive” questions that get customers to open up like never before.
• Get three AI prompts to uncover what matters most to customers, at scale.

Speaker

• Bob London, Founder, BobLondon.co

Grab a bite and connect with speakers and your peers.

What’s Your NBA? Build Customer Success Momentum with the Next Best Action Framework

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 sports-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 Situation, Scan the Court, and Make the Play), you’ll il learn how to reduce churn risk, coach with confidence, handle renewal conversations better, and making 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.

Speaker

• Elizabeth Blass: Chief Customer Officer, Karbon

Shift Happens: Leading Customers & Teams through Change

Change is inevitable—mergers, product updates, rebrands, and restructures will happen whether you’re ready or not. But here’s the secret: successful change isn’t about a flawless plan, it’s about having the right relationships in place before the shift begins. You’ll learn how to navigate transformations, why traditional change management often fails—and what actually works when trust, livelihoods, and success are on the line.

Key takeaways

• How to spot early resistance and build psychological safety before change hits.
• A trust-first communication framework that creates buy-in through collaboration, not mandates.
• How to begin planning for your next big change with practical tools and mindset shifts.

Speaker

• Julie Schmidt, Manager of Customer Success, Everway

Beyond the Metrics: Storytelling that puts your Customers at the Center

Elevate your impact by blending data with storytelling to spotlight what truly matters: your customers’ outcomes. In an era driven by dashboards, KPIs, and automation, it’s easy to forget the humans behind the numbers. Learn how to turn metrics into meaningful narratives that celebrate customers’ achievements, build stronger relationships, and drive internal alignment. Walk through real-world frameworks for identifying customer milestones, showcasing success stories, and using these stories to influence product decisions, retention strategies, and even future sales.

Key takeaways

• Transform quantitative CS metrics into compelling narratives that resonate with internal stakeholders, customers, and prospects, turning data points into emotional connections.
• Frameworks for identifying and highlighting customer milestones that align with your product’s value proposition, reinforcing retention, advocacy, and expansion.
• Practical tools to humanize data through storytelling techniques that showcase real customer outcomes, elevate the customer’s voice, and drive cross-functional alignment.

Speaker

• Andrew Tjaden, Chief Partnership Officer, Stractix
• Steve Hershberger, Managing Partner, [Amplify]FLOW

Sales Sold WHAT?! Promises, Finger-Pointing & How to Stop Both — A Playbook for Sales → CS Alignment

Have you ever inherited a client and thought, “Who promised them this?” You’re not alone. Misalignment between sales and customer success is a universal problem that frustrates teams and jeopardizes growth. In this interactive session, you’ll discover real-world examples, frameworks, and tools to fix the handoff, coach your people, and create alignment that drives client success and business results. Leave inspired, and ready to make alignment your superpower.

Key takeaways

• Align sales and customer success early and effectively.  
• Gain executive buy-in and learn to speak the numbers.  
• Create a sustainable, repeatable framework for growth. 

Speaker

• Krista Lugo, Vice President of Client Success, Smokeball

Revenue Metrics that Matter to the C-Suite and the Board

Customer success leaders must speak the language of revenue. This session outlines four key pillars of a CS strategy that resonate with the C-suite. You’ll explore how customer teams can fuel revenue growth through qualified leads, build stronger GTM alignment, and use AI-driven personalization to improve outcomes across the customer journey. You’ll also learn how to focus on revenue-centric metrics—like CLV, TTV, COS, and ARPU/CSM—that directly tie CS impact to board-level priorities.

Key takeaways

• How to drive customer-led revenue growth by surfacing CSQLs.
• GTM strategies that align CS with Sales, Marketing, and Product.
• How to use data and AI to personalize and optimize the customer journey.
• Which revenue-focused metrics matter most to executives and boards.

Speakers

• De’Edra Williams, Chief Customer Officer, Customer Success Revenue Frontier
• Jeremy Donaldson, Sr. Director of Customer Success, LifeLoop

Stop Chasing “Healthy” and Start Proving Value 

Green health scores look safe, but they hide the gap between what your customers expect and what they actually get. That gap is where churn lives, and where expansion stalls. The best leaders already know this—and treat every customer interaction as a signal, see risk before it blows up at renewal, and see expansion potential before it’s obvious. They also know that customer education is the lever. Follow their lead and you’ll close the value gap, accelerate time-to-value, and keep customers coming back for more.

Key takeaways

• Why product adoption means nothing unless it’s tied to measurable customer value. 
• How customer education surfaces risk and growth opportunities long before QBRs and renewals. 
• Embed expertise into the customer journey to drive faster results and set your company apart. 

Speaker

• Jill Guardia, SVP, Revenue Enablement & Operations, Thought Industries

You’re Defining Success All Wrong

Most CS teams are chasing the wrong definition of success, and it’s holding them back. In this session, you’ll reframe success from the customer’s point of view, uncovering where internal assumptions lead to missed expectations, shallow adoption, and stalled growth. You’ll walk away with a practical framework to realign your team, focus on what truly matters, and turn clear outcomes into long-term value.

Key takeaways

• How common success myths limit retention, adoption, and expansion.
• A practical framework for defining success through the customer’s lens.
• Ways to connect real outcomes to advocacy, growth, and long-term value.

Speaker

• Chris Sachs, VP of Value Enablement, seoClarity

From Stress to Success: Sustainable Growth Habits for High Performing Leaders

Even the most ambitious leaders can find themselves teetering on the edge of burnout by chasing a version of success that leaves them unfulfilled. Discover the scientifically-grounded antidote that empowers you to implement intentional, sustainable habits for lasting productivity and happiness. Learn to rewire limiting thought patterns, silence your inner critic, train your brain for resilience and clarity, master time management and productivity strategies, and integrate nervous system resets that keep you focused in demanding environments.

Key takeaways

• Neuroscience-backed strategies for rewiring your thoughts and shifting limiting beliefs into limitless potential.
• Healthy habits that are easy to implement and will help improve time management, productivity, health, longevity, and living with purpose.
• Tools to reset your nervous system, reduce overwhelm, improve emotional regulation, and beat burnout.

Speaker

• Jen Shepard, Success Coach & Speaker, Resilience Rewired

Guardrails to Growth: Reimagining the CS Advocacy Power Duo with AI-Powered Trust

When requests for references or case studies show up, CSMs often sidestep. But what if it doesn’t have to be that way? This session explores how to shift the CS–Advocacy dynamic from tension to alignment. You’ll learn how to turn customer storytelling into a strategic advantage, using AI to surface trust signals and success stories that support onboarding, adoption, and retention. With real-world examples and insights, you’ll see how to automate the handoff and build a flywheel of value across CS and Marketing—no spreadsheets required.

Key takeaways

• How advocacy content can help CSMs accelerate onboarding, boost adoption, and reduce churn.
• Ways to inspire CS teams to contribute to advocacy without adding overhead.
• How AI can identify customer success stories and advocacy opportunities automatically.

Speaker

• Dana Alvarenga, VP of Customer Experience, SlapFive

CRO Panel: What CROs Really Expect from Customer Success

Customer success is a growth engine that CROs are counting on to protect and expand revenue. In this candid panel, four CROs will share how they see the role of CS evolving, the revenue alignment opportunities it creates, and the gaps that need closing.

We’ll look beyond theory into real-world lessons. Where has CS made the most difference in scaling growth? Which missteps have set teams back? What do CROs want from CS leaders going forward? This is a rare chance to hear directly from revenue leaders about the strategies, skills, and playbooks that will define the new best practices of customer-led growth.

Key takeaways

• How CROs measure and value customer success in revenue terms, and what metrics matter most at the executive level.
• Practical approaches to structuring expansion ownership between CS and sales to eliminate friction and accelerate growth.
• How CROs want customer success leaders to frame their impact to earn board-level influence.
• The top capabilities CROs expect customer leaders to build in 2025 to stay competitive, from AI adoption to proactive revenue risk management.

Speakers

• Sarah Kiley, Chief Sales Officer, ChurnZero
• David Greiff, President & Chief Revenue Officer, PlayOn Sports
• Kelley Hippler, Chief Revenue Officer, Briefly
• Matt Kessler, Chief Revenue Officer, Snappy