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! 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.
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. In 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 [...]
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. What you will [...]
Discover readiness tactics—frameworks, training, and metrics—to accelerate identity outcomes from day one.
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. Join us at Agents Unplugged for a behind-the-scenes look at how real teams are building, testing, and scaling [...]
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. Join Matt Eldridge and Greg Fiore, Partners at Bain & Company, in conversation with Omid Razavi, Founder of [...]
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. In this session, Megan Cassidy, Gainsight’s Head of Strategic Sales, and Pascal Debets, RVP of Account Management, will [...]
▶️ When? Jan 28, Wed, 17.30 - 19.30 ▶️ Where? Kaisaniemenkatu 4, 00100 Helsinki, 3rd floor, Refined office ▶️ Topic: Successful Communication as a tool of a CSM ▶️ Speakers: Steve Morrell and Valeria Markova ▶️ Format: 30 min presentation, 60 min discussions in small groups
Your customers are learning, sharing, and solving problems in your community every day. But is anyone inside your company actually using that goldmine? Sales, 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” [...]
Health scores were created to manage risk, but many CS teams now overlook them. If most of your accounts appear “green,” yet renewals still surprise you, this session will explain the reasons and outline actionable steps. In this episode of Revenue-Grade Customer Success, we’ll examine Health Score Overload Syndrome, which occurs when health scores are [...]