Practical CSM Academy

B2B Summit North America
2025-03-31 - 2025-04-03
B2B Marketing, Sales,
Customer, & Product Leaders
March 31 – April 3, 2025 | Phoenix & Digital

Master Buying Mayhem

Everything you thought you knew about your customers, markets, and business is changing — dramatically. Buyers are wielding more control with self-service habits, generational shifts are reshaping decision-making, and AI is changing how purchases are influenced. Add complex buying groups and trust erosion to the mix, and the result is absolute mayhem.
At Forrester’s B2B Summit North America 2025, you’ll move from chaos to clarity. Armed with cutting-edge research, proven frameworks, and actionable tools, you’ll walk away with the confidence to take control. Make bold decisions and deliver the customer-centric experiences that today’s buyers demand. The success of your organization depends on it.

Phoenix: The Perfect Backdrop For Your Big Breakthrough!

This year, B2B Summit is landing in the vibrant, sun-soaked city of Phoenix, Arizona! With breathtaking desert vistas and a culture bursting with energy, Phoenix sets the stage for an unforgettable experience.

Customer Success Summit | Denver | April 2025
2025-04-01 - 2025-04-03
Elevate your CS strategy and get in a room with industry leaders as they reveal case studies, best practices, and common challenges across the customer journey. Gain key insights into CX, customer operations, and the latest innovations that will help you accelerate your career.

Optimizing Content Operations: Calculating the ROI of Your Content Production Pipeline
2025-05-13 15:00 - 16:00 UTC
About this talk

Join us for a presentation from internationally renowned content strategy expert Rahel Anne Bailie on improving content operations. Learn why organizations globally are working to streamline content production workflows, reduce bottlenecks, and focus their efforts on high-value tasks. This session tackles the often-overlooked challenge of content production efficiency. Many organizations focus on the final product, missing upstream issues like resource-heavy processes and hidden blockers. Rahel will help you identify these problems, work through calculating the ROI of fixing them, and explore real-world success stories where teams improved efficiency by 50-80%. Discover how to: * Spot waste in your content lifecycle using Lean principles * Build a compelling case for operational improvements with data * Conduct cost-benefit analyses to focus your efforts where they matter most * Use AI to boost productivity without stifling creativity This presentation offers practical strategies and actionable insights to turn operational efficiency into a strategic advantage for your team. Don’t just identify issues—find solutions that work. Can’t make it? Register, and we’ll send you a link to watch a recording when it’s convenient for you. This educational event is brought to you by The Content Wrangler and sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and API documentation in a single portal designed to delight your customers.

Driving Business Value Through Customer Success in Managed Services
2025-05-14 18:00 - 19:00
Data from TSIA’s 2024 Customer Success in Managed Services research journey reveals that many managed services providers (MSPs) are still in the early stages of establishing mature, customer success programs. This highlights a significant gap in leveraging customer success to its full potential within the MSP landscape.
How can MSPs overcome the challenges of building and optimizing their customer success functions to drive better customer outcomes and achieve sustainable business growth?
Join TSIA’s Luke Ronkowski, Senior Director of Managed Services Research and Advisory, for an interactive, 45-minute webinar where he’ll be addressing some of the most pressing questions the Managed Services industry is facing today, including:
– What are the key characteristics of a mature and effective customer success program in managed services, and where are most MSPs currently positioned in their development?
– How is the focus of customer success charters shifting in MSPs, and what impact does this have on critical metrics like adoption, retention, and expansion?
– What are the emerging best practices and tools, including the role of dedicated Customer Success Managers and AI, that MSPs should prioritize to improve customer satisfaction, reduce churn, and identify expansion opportunities?
We look forward to seeing you there!

DeepTarget Customer Success Webinar Series
2025-05-15 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!

Customer Success: From Cost Center to Revenue Driver
2025-05-15 18:00 - 19:00
Customer Success (CS) has transformed from a 1996 concept to a revenue-driving imperative, especially for SaaS and service-based businesses. In today’s volatile market, proactive customer engagement, adoption, and retention are no longer optional—they’re essential for reducing churn and maximizing Net Revenue Retention (NRR). The most profitable Customer Success teams go even further to build richer relationships and drive expansion opportunities, reframing Customer Success from a cost center to a revenue driver.
But, how are you going to get there—and most importantly, stay there?
Join us for an insightful discussion with TSIA, where we’ll explore the latest research on trends, automation, and innovation within the customer journey, along with shared, practical experiences from Diabsolut and Certinia Customer Success experts.
By attending this webinar, you can expect to:
– Understand the evolution of Customer Success and its impact on revenue growth.
– Learn strategies to reduce churn and leverage Net Revenue Retention (NRR).
– Discover how automation and innovation enhance the customer journey.
– Gain insights into practical applications of packaged solutions for improved customer outcomes.
We look forward to seeing you there.

How to Decide Smarter: Data & Analytics in Action
2025-06-04 17:00 - 18:00
Join us for a live webinar hosted by Minna Vaisanen (Customer Success Strategist), featuring David Collard (Customer Success Leader), as they explore how data and analytics can drive more confident, informed decision-making in Customer Success.
We’ll dive into practical ways Customer Success teams can use data to guide strategy, improve performance, and make better calls—faster.
📅 Date: Wednesday, 4 June 2025
🕔 Time: 5pm UK / 12pm ET / 9am PT
🎤 Live Q&A included – bring your questions!
📍 Watch live on LinkedIn or YouTube via PracticalCSM

The ROI of Customer Satisfaction: How to Measure and Maximize It
2025-06-19 18:00 - 19:00
Are you struggling to demonstrate the business value of customer satisfaction? Without clear metrics, it’s difficult to justify investments in improving the customer experience. In this webcast, Jeff Rumburg will explore the ROI of customer satisfaction and how to measure its impact on your business. He’ll share strategies to improve satisfaction scores and translate them into tangible business outcomes. Attendees will learn how to quantify the value of customer satisfaction and use it to drive organizational success.

How to Build Effective AI for Customer Success
2025-07-02 17:00 - 18:00
Join us for a live conversation on “How to Build Effective AI for Customer Success”.
Minna Vaisanen (CS Strategist) hosts Natalia Piaggio (CS Director) to explore how AI can be designed to truly support Customer Success teams in practical, meaningful ways.
Live Q&A included – bring your questions!
Date: Wed, 2 April 2025
Time: 5pm UK / 12pm ET / 9am PT
Watch live on LinkedIn or YouTube via Practical CSM
In this session, we’ll dive into the intersection of Customer Success and Artificial Intelligence—what works, what doesn’t, and how to build AI solutions that truly empower CS professionals. Perfect for Customer Success leaders, strategists, and anyone interested in leveraging AI to drive better outcomes.

Turning Free Trials into Paying Customers: Mastering Conversion Strategies
2025-07-17 17:00
Featuring: Lusine Sargsyan from Userpilot.
When: July 17, 2024
Topic: Converting free trial users into paying customers.
The webinar targets all customer success teams that want to learn how to effectively boost their conversion rates to win over more paid customers. This topic is helpful for customer success because it directly impacts revenue growth by ensuring that more trial users become long-term customers.
This webinar will cover numerous customer success best practices around:
Designing compelling free trial experiences for engaging and converting users.
Understanding user behaviors and touchpoints that signal readiness to convert.
Emphasizing your product’s value proposition and potential use cases.

Pulse Unplugged 2025
2025-07-23 15:30 - 19:00
Join us for Pulse Unplugged — a half-day virtual encore of the biggest ideas from Pulse 2025. Explore how AI and digital scale are transforming customer success, and hear the boldest takeaways from industry leaders. Whether you’re building on the momentum from Pulse or diving in for the first time, this is your front-row seat to the future.

Key Takeaways You Won’t Want to Miss:

The topics we’re still buzzing about from Pulse that are changing the way we work.
How top CS leaders are rethinking engagement models with AI and digital programs.
The tech strategies powering real-time risk alerts, stakeholder mapping, and proactive outreach.
What agents bring to the table, and where we can deploy them effectively.

Turn Data into Action: How CS Teams Can Leverage AI to Drive Growth
2025-07-29 14:30 - 15:30
AI is transforming Customer Success, but for many CS and revenue leaders concerns around data privacy, technical complexity, and unclear ROI continue to stall progress.
Join this live session as we unpack how to navigate these roadblocks, from building a business case that satisfies security teams to getting stakeholder buy-in and budget approval.
We’ll also dive into the “now what?” side of AI:

How to operationalize AI once it’s live
Where it actually moves the revenue needle
How to measure impact across churn prevention, expansion, and forecast accuracy

Whether you’re evaluating AI or already invested, you’ll walk away with practical strategies for turning AI from a concept into a measurable growth driver, especially within data-sensitive or regulated environments.
Speakers

Ori Entis, SVP, Product, Staircase by Gainsight
Strath Lanyon, Chief Client Success Officer, Xceptor

CSC London: Burnout, boundaries & balance: Navigating the human side of Customer Success
2025-07-31 08:00 - 17:00
Burnout, boundaries & balance – Navigating the human side of Customer Success💬
We’re bringing the CS community back together for an evening that goes beyond metrics and playbooks this time, it’s all about the humans behind the success.Join us for a relaxed, real-talk session on the emotional weight of working in CS and how we protect our well-being while still showing up for customers and our teams.
Why attend?
In this open, peer-led evening, we’ll dive into:
💡What burnout really looks like in CS and how people are dealing with it.
💡How leaders and ICs are setting boundaries in demanding, always-on roles.
💡Practical ways to protect your energy and find balance (without sacrificing customer outcomes).
What’s in it for you?
This isn’t a formal panel or presentation, it’s an evening of casual, meaningful conversations with fellow CS professionals who get it.
✅ Share your honest experiences with burnout and balance in CS.
✅ Hear how others are setting boundaries, managing stress, and staying motivated.
✅ Walk away feeling seen, supported, and recharged with new ideas.
Who should join?
🧑‍💻 CSMs, CS leaders, and anyone working in customer success who’s ever felt stretched too thin or stuck in “always-on” mode. This is your space to chat, vent, connect, and exhale.
Meet our host 👇
Chinelo Diejomaoh, Adoption Customer Success Manager at HiBob

A seasoned Customer Success leader with 8+ years of experience, Chinelo is passionate about helping customers realize their goals while driving strategic business growth. With a deep understanding of customer advocacy and cross-industry insights, she brings a wealth of knowledge – and a practical lens – to the AI conversation in CS.

Rethinking the sales playbook: what today's sales teams actually need
2025-07-31 15:00 - 16:00
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.
They’ll explore:
-Qualification as a dynamic, CRM-integrated process—especially traditional frameworks like MEDDICC often fall short in navigating today’s long-cycle, complex B2B deals.
-Avoiding common mistakes in scaling your revenue engine by understanding what true growth enablement looks like—from go-to-market strategy and team structure to talent development and sales tech alignment.
-Where AI fits (and doesn’t) in the real-world sales development mix
This session isn’t about theory—it’s about what works, what doesn’t, and how to stop spinning your wheels. Join us for a grounded and honest discussion about building sales systems that can actually scale in the current market environment.

Team Agents: Agents that Tell You What Your Customers Won’t
2025-08-05 17:00 - 18:00
Data can be noisy, and customers won’t always raise their hand to let you know there’s a risk. In this session, we’ll spotlight Team Agents—AI teammates that surface hidden risk and customer signals for your human team to act on. You’ll see:

How agents aggregate signals across email, calls, usage, support tickets, and Slack
What to do with surfaced at-risk accounts and act on proactive signals before churn sinks in
Using agent-driven segmentation to reallocate your team’s time to where it matters most

Learn how to deploy these “team agents” to proactively flag unseen risks and optimize resource allocation—so you’re never caught off-guard by a surprise churn.

Seriously, Don’t Ignore AI’s Impact on Customer Success
2025-08-14 14:00 - 15:00
Sales may be hitting quota, but if customers are quietly leaving, your growth is at risk.
In this live session, Dan Griffith and Jason Noble (Global VP Customer Solutions at PayComplete) will unpack how AI is reshaping customer success in 2025 — from spotting churn risks early to scaling personalized follow-up.
We’ll cover:

The biggest CS mistakes founders make (and how to fix them)
How AI is transforming post-sale growth
Practical tools for small, growing teams
Metrics that prove AI’s ROI in retention and expansion

Why this matters: 67% of SaaS companies report flat growth despite sales targets being met — the gap is in customer success.
Join us to learn how to plug the leaks, retain more customers, and turn renewals into expansions.

B2B Buying Has Changed. Has Your Content Strategy?
2025-08-14 16:00 - 17:00
B2B buying behavior is evolving fast – has your content strategy kept pace?
Join us for a first look at findings from the Momentum ITSMA Client Buying Index 2025. You’ll gain exclusive insights into how B2B decision-makers are navigating the post-pandemic landscape, what drives them to select (or reject) suppliers, and the key moments where content either resonates or falls flat.
We’ll share new data on:
• What influences B2B buyers at each stage of the journey
• Which content channels and formats are gaining (or losing) traction
• Why content is often ignored—and how to fix it Plus, you’ll walk away with actionable frameworks to recalibrate your content strategy, including storyline development, persona-based planning, and a buyer-stage content map.
This session is ideal for content leaders seeking to refine their strategy, align more closely with actual buyer behavior, and foster more meaningful engagement in 2025 and beyond.

SEC virtual: Women in Enablement - cross-functional collaboration that works
2025-08-20 18:00 - 19:00
✨ Cross-Functional Collaboration That Works ✨

In today’s fast-paced business environment, effective collaboration across teams is essential—but how do you foster alignment and drive success when working with diverse functions? 🤝💡

Join us on August 20 at 6pm BST for an insightful virtual meetup as part of the Women in Enablement series by Sales Enablement Collective.
🚀 Led by Annabel Hosking, Global Sales Enablement Manager at Lexis Nexis Risk Solutions, this session will dive into practical strategies for breaking down silos, enhancing communication, and creating a culture of collaboration that truly works.
🌍✨ Whether you’re navigating cross-functional partnerships in sales, marketing, product, or beyond, this session will provide actionable takeaways to help you strengthen connections and optimize teamwork.
🔗📈 Let’s explore how enablement professionals can lead the charge in building more cohesive, high-performing teams. 🔥

RSVP now 👋

Customer Success Summit | San Francisco | September 2025
2025-09-16 08:30 - 2025-09-17 16:30
Elevate your CS strategy and get in a room with industry leaders as they reveal case studies, best practices, and common challenges to help you get up-to-date with the latest innovations and build the skills you need to accelerate your career.

Cambridge Customer Success Meetup (Cambridge Tech Week Edition)
2025-09-18 17:30 - 19:30
Cambridge Customer Success is an informal meetup of people working within Customer Success, in or around Cambridge.
Come and join us for Drinks, Pizza great presentations and great discussions.

THE FUTURE OF CUSTOMER SUCCESS: 2025 & BEYOND
2025-09-23 02:00 - 2025-09-24 10:00
The Future of Customer Success: 2025 & Beyond brings together industry leaders and innovators to explore how data, AI, and cross-functional collaboration can elevate customer experience and scale success. From building agile CS teams to creating hyper-personalized journeys, this summit offers a forward-thinking space to share insights, foster connections, and shape the future of customer relationships. It’s the ultimate event for anyone serious about customer-centric transformation.
Get ready to unlock future-ready strategies that transform Customer Success into a true engine of loyalty and growth.

Behind the Strategy: The Tech Ecosystem Powering Scaled CX
2025-09-23 15:00 - 16:00
When people talk about tech stacks, the conversation usually stops at a list of tools. But here’s the reality: the stack is not the strategy. It’s the support behind it.
In today’s world of blurred lines between customer education, community, in-app guidance, and digital success, the pressure is on:

AI tools are hitting the market daily
Execs are demanding consolidation and ROI
Responsibilities for CX leaders keep expanding

So how do you cut through the noise and actually make this work?
What You’ll Hear:

From “Stack” to “Ecosystem” → How to view your tools as part of a bigger system that supports strategy, not distracts from it
What’s Changed in 10 Years → Why the old linear maturity model doesn’t fit when customer needs and learning styles keep evolving
AI’s Real Role → Where automation and AI add value, and where they’re just noise
Workflows That Scale → Practical examples where people, processes, and tools come together to deliver impact across the post-sale experience
Straight Talk From the Field → Two seasoned leaders who’ve managed stacks across multiple companies and vendors, with all the scars (and wins) to show for it

Why Join?
If you’re leading Academy, Community, or Digital CS and are tired of the “buy our product” spin, this conversation is for you.
You’ll leave with:

A clearer framework for how to think about your ecosystem in today’s CX landscape
Stories and lessons from leaders who’ve been through vendor sprawl, rebuilds, and executive pressure

Inspiration and support for building workflows that scale — powered by great people and the right tools, not shiny distractions

Quality isn’t an Option; It’s the Key to Unlocking Long-Term Success
2025-09-23 16:00 - 17:00
About this talk

In light of recent high-profile network disruptions, the urgency for robust quality management to protect critical infrastructure systems and services has never been clearer. As Information and Communications Technology (ICT) becomes the backbone of our modern society, the industry is at a crucial crossroads to elevate Quality Management to the forefront. Transitioning from reactive fixes to proactive prevention is not just a change, it’s a competitive strategy that promises to dramatically boost performance, enhance market responsiveness, and deepen customer loyalty. Don’t miss the chance to learn from top industry experts about their quality management strategies by joining our exclusive webinar.

Kicking Off Client Conversations with Confidence in Direct Advisory Suite
2025-09-23 19:00 - 19:30
About this talk

Join this session to kickoff our new Client-Centric Webinar series- workshops dedicated to showcasing a typical client interaction and how you can succeed using Morningstar Direct Advisory Suite. Discover how to transform a first-time client meeting into a success story. Learn to import, analyze, and compare client data efficiently using Morningstar Direct Advisory Suite.

Women in Customer Success Preparing for AI and Agents
2025-09-24 14:00 - 15:00
AI in Customer Success is evolving quickly. What started with assistants that summarise calls or draft emails has now advanced to intelligent agents that can run entire playbooks. Picture a renewal agent sending emails, making calls, updating the CRM, and escalating risks, all within the guardrails you define.
This session will explore how Agentic AI is reshaping CS roles and workflows, why it will not replace humans but instead change how we scale, and the practical steps you can take today to prepare your team.
We’ll explore:

How AI agents disrupt the old “growth = more headcount” model
Where AI delivers meaningful value in CS, and where it still falls short
Practical, low-lift steps to prepare: cleaning your data, setting guardrails, and upskilling your team

Walk away with actionable insights to future-proof your CS strategy and confidently embrace the age of AI and agents.

DeepTarget Customer Success Webinars
2025-09-25 08:00 - 17:00

COFFEE & CONVERSATION
2025-09-25 11:30 - 13:30
On September 25th, Wednesday Women cofounders Leslie Greenwood and Melissa Moody and Sarah Kiley from ChurnZero will host executive women in the DC area for delightful conversation and delicious coffee.
Interested in joining us? Please register below.
Location: Bluestone Lane Dupont Circle Coffee Shop
1150 Connecticut Ave NW, Washington, DC 20036

When: September 25, 2025 from 7:30-9:30 am EST
This event is generously brought to you by our partner ChurnZero.
WHAT MAKES THIS EVENT SO SPECIAL?
Wednesday Women events are a unique chance to gather in support of our mission: to amplify women you should know, learn from, and be inspired by.
• Not your standard networking event: We go beyond the basics to facilitate deep, impactful connection.
• Relaxed, yet professional atmosphere: Ditch the typical small talk. This group will feel like old friends.
• No selling or pitching: Our focus is purely on shared growth and support.

NYC Customer Success Week 2025
2025-09-29 - 2025-10-03
Make real-life connections
at our main event.

We’re bringing the entire Customer Success world to New York City for one week, providing thought-provoking content as the backdrop for meaningful conversations and relationships.
The entire week is anchored by an incredible main event on Tuesday, September 30th at Convene (225 Liberty Street – inside Brookfield Place, 2nd floor).

2025 NYC Customer Success Week
2025-09-30 13:00 - 2025-10-01 22:00

My First 90 Days Owning Customer Success: A CRO’s Playbook
2025-10-01 18:00 - 19:00
For Gainsight’s Chief Revenue Officer, Marilee Bear, the first 90 days leading Customer Success were eye-opening. Complex incentives, fuzzy retention metrics, and buried expansion signals made it challenging to forecast growth with confidence.
In this exclusive session, Marilee shares how she redefined the role of CS from a support function to a revenue lever, and why she now sees Gross Revenue Retention (GRR) as her north star.
You’ll learn how she:

Connected the dots across Sales, CS, and RevOps to drive shared accountability for growth and retention
Turned hidden expansion signals from within Gainsight’s customer base into pipeline with clear workflows and AI-powered insights
Built a CS strategy that fuels post-sale revenue and makes GRR a leading indicator of company health

If you’re a CRO who suddenly owns CS, or a CS leader trying to earn executive influence, this is your roadmap to transforming CS into your most strategic growth engine.
