Practical CSM Academy

The Customer Conference - London
2025-01-30
MEET THE EUROPEAN CUSTOMER SUCCESS COMMUNITYAND BUILD TOGETHER THE FUTURE OF CS!

The Customer Conference is the leading international Independent Customer Success Event for tech companies that bring together Customer Success practitioners, experts, leaders, evangelists, and activists as well as SaaS savvy folks to meet, make connections, and share the vision of the Customer Success Innovation Future.

Customer Success Summit Washington, D.C.
2025-01-30
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.
We’re bringing together the brightest minds in customer success for a day of unrivaled networking, learning, and discussion so you can:
– Prove the ROI of CS and implement impactful CS tactics to drive growth.
– Leverage the latest industry trends & emerging tech to amplify reach.
– Meet mentors & build a local network within our global community.
– Embed a customer-centric mindset across your entire org.

AI CSMs: Our Future, or Fiction?
2025-01-30 17:00 - 18:00 UTC
AI is changing everything—including Customer Success, but let’s answer the questions on everyone’s mind:
Will it make CSMs more valuable, or make them obsolete?
Can AI help CS teams scale without adding headcount?
And how do you keep the “human” in Customer Success when AI is running the show?
The truth? AI won’t replace your CSMs—it’ll free them.
From predictive insights to automation, AI enables CS teams to eliminate operational blind spots, scale efficiently, and shift focus from reactive renewals to strategic growth initiatives.

Transforming Customer Success into a Revenue Powerhouse
2025-02-04 14:30 - 15:30
Customer Success is no longer just about retention, it’s about driving growth. Are you ready to lead the charge?
Join us on for an exclusive webinar hosted by Brent Krempges, Chief Customer Officer, Gainsight alongside guest hosts Michelle MacCarthy VP, Global Head of Customer Experience and Tim Eclair- Heath, VP, Global Head of Customer Success Operations, Unit4.
You’ll walk away with:

Strategy-level ideas to drive sustainable growth: aligning CS strategies with business goals to boost ROI and drive predictable revenue
Tactical how-to’s from Unit4’s Success4U program: including how they scale support, delivering unmatched value to customers, and turning CS into a predictable profit center

This is your opportunity to learn actionable strategies and elevate your CS strategy to fuel long-term success.
Don’t miss out, register now and take your seat at the forefront of Customer Success innovation!

Customer Success Summit Austin
2025-02-11
Join leading CS experts in Austin as they showcase real-world case studies, essential strategies, and innovative tools. Dive deep into key trends and success stories that will help you refine your onboarding, crush churn, and increase adoption, loyalty & expansion.
We’re bringing together the brightest minds in customer success for two days of unrivaled networking, learning, and discussion so you can:
– Leverage emerging tech to amplify your impact and scale operations.
– Meet mentors & build a local network within our global community.
– Prove the strategic value of CS and embed a customer-centric mindset across your entire org.

The Future of Behavioral Intelligence: Improving CX with Dynamic Data
2025-02-11 19:00 - 20:00
Join Industry leaders as they discuss the benefits of dynamic data for CX/EX vs. more traditional, timely feedback methods.

Stop volunteering your team away: How to define, design, and deliver premium customer success packages
2025-02-12 19:00 - 20:00
If your team needs to monetize customer success this year, join this valuable webinar led by customer onboarding and value realization expert, Donna Weber.
Participants will receive an exclusive go-to-market template and gain invaluable insights and practical guidance on monetizing customer success services.
This valuable webinar will enable you to:

Describe the benefits of charging for customer success services, enhancing both customer satisfaction and company profitability
Define a bundled subscription service to onboard, enable, and guide customers toward ongoing value
Design a go-to-market plan to successfully introduce your new product to the market
Deliver increasing levels of value to your customers and your company, ensuring sustainable growth and success

DeepTarget Customer Success Webinar Series
2025-02-20 17:00 - 18:00, 2025-03-20 17:00 - 18:00, 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!

Navigating Crisis: How brand sentiment drives effective response
2025-02-25 18:00 - 19:00
In today’s fast-paced digital world, a brand’s reputation can change in an instant. Understanding how to navigate a crisis and respond effectively is more important than ever. Join us for Navigating Crisis: How brand sentiment drives effective response, a deep dive into how monitoring and analyzing brand sentiment can be your key to managing critical situations.
Don’t miss out on this opportunity to learn how to leverage sentiment data to protect and strengthen your brand, even in the toughest of times. Whether you’re a seasoned communications professional or just starting to understand the power of social listening, this webinar will give you actionable insights you can apply right away.

Master Omnichannel Engagement for Seamless Customer Experiences
2025-02-26 20:00 - 21:00
Bridge the gaps between channels and create customer journeys that inspire loyalty.

Customer Success Certified: Core live training
2025-03-04 08:00 - 09:00
Get customer success certified in just one day with our live, CPD-accredited training on March 4 at 9 AM CET.
What you’ll get:
✅ Expert guidance on onboarding, retention, churn, renewals, and upsells.
✅ Real-time answers to your burning questions during the live session.
✅ Networking opportunities with like-minded professionals.
✅ Lifetime access to on-demand course content and exclusive bonus materials.
Certified customer success professionals earn an average of $6,431 more annually. Ready to join them?
P.S. Pro+ members get this certification for free.
Note: Submitting the registration form does not confirm your purchase.

Customer Success with Oracle Guided Learning and Virgin Media O2
2025-03-04 10:00 - 11:00
Oracle Guided Learning (OGL) is Oracle’s digital adoption platform that supports end users to complete tasks in the flow of work.

Join us for a 45-minute live webinar to hear how Virgin Media O2 implemented Oracle Guided Learning to support end user adoption and drive business change for Oracle Fusion HCM. In addition to providing in-application guidance for key tasks and processes, they also integrated banners and news icons to enhance the user experience and reinforce key messages.
During this webinar we will:

Outline the key features of OGL and run a short demonstration
Discuss the recent OGL deployment with Ben Jose from Virgin Media O2
Host a customer Q&A session

Marketing in 2025: The Key Trends, Strategies & Tactics You Can’t Miss
2025-03-04 15:00 - 16:00
Get ready for an engaging webinar where we’ll break down the essential marketing trends, strategies, and tactics that will shape the landscape in 2025 and beyond.
In this insightful session, we’ll explore how two very different brands—Duolingo and Dolce & Gabbana—are leading the charge in the ever-evolving marketing landscape. From leveraging influencer marketing to humor-driven social media and luxury storytelling, this webinar will feature insights from both Piera and Melissa on successful campaigns they’ve worked on. Learn how brands are tapping into cultural moments and maintaining authenticity while driving impactful engagement.
This is your chance to learn from two leading global brands and gain actionable takeaways for staying ahead of the marketing trends that will shape 2025. </span data-ccp-props=”{“134233117″:false,”134233118″:false,”335551550″:0,”335551620″:0,”335559738″:240,”335559739″:240}”>

Success Strategies For Boosting Employee And Customer Engagement
2025-03-04 17:00 - 18:00
The role of L&D is constantly evolving, with technological advancements, learner expectations, and business norms all changing. Despite this, some old challenges are harder than others to overcome. In the recent Absorb State of Learning survey, learner adoption and engagement were reported as the number one learning challenge teams face today.
What are the steps that can be taken to finally put this age-old problem to bed? With a wide variety of teams today playing a role in the development and delivery of learning programs, cross-functional teams need to work together to create positive and productive learning experiences that boost adoption and engagement for multiple stakeholders, from employees to customers.
Learning professionals across departments need to learn from one another’s experiences to understand common learning characteristics and successful learner experiences to make sure all learners, whether they’re internal or external, are agile, resilient, and engaged to reach their corporate goals.
If this is something your teams are struggling with, or maybe you’re looking to expand your programs to new audience segments, join speakers from the Absorb HR and Customer Success teams as they walk through ways you can optimize the learning process. So you can enhance the learner experience to increase adoption and engagement, impact employee retention and learner productivity, and expand and sustain your current customer base.

Scaling Success with Data: How 10xTravel Optimizes Customer Journeys
2025-03-11 20:00 - 21:00
【Unlock the Secret to Travel Website & Community Growth: A Data-Driven Success Story!】
🔥 Join the webinar to get a $20 Amazon gift card!
✅ What you’ll learn in this power-packed hour:
– Converting visitors into loyal community members.
– Boosting retention with data-driven decisions.
– Creating high-value personalized experiences.
✅ Webinar details:
– Speakers: Bryce Conway, Founder & CEO at 10xTravel｜Adam Lorts, Client Director at Appier
– Date & Time: Wednesday, March 11st, 2PM-3PM (MST)｜5AM-6AM (GMT+8)
– Platform: Zoom (A link to be provided in your confirmation email)
✅ Perfect for:
– Digital Marketers
– Customer Experience Leaders
– Analytics Professionals
– Product Managers

Chief Revenue Officer Summit New York
2025-03-12
Get in a room with this exclusive network of C-suite revenue leaders to network with your peers, discuss common challenges, and absorb industry insights to pave the way for revenue growth.
Apply now to get your free invite to join us in New York.
This is an exclusive, invite-only gathering of C-suite revenue leaders.
Request your invite to take advantage of this unrivaled networking, and learning opportunity so you can:
– Implement impactful revenue acceleration tactics into your strategy.
– Gain a strategic edge by leveraging the latest trends & emerging tech.
– Build a network of local connections in our global C-suite community.

How to Boost Agent Speed Without Compromising Service
2025-03-19 16:00 - 17:00
Are long handle times dragging down your support team’s efficiency?
You’re not alone. Long handle times often mean your agents are battling inefficient workflows, hard-to-find knowledge, and repetitive tasks. But it doesn’t have to be this way.
Join our webinar to learn four practical strategies to help your agents work faster while delivering the quality service your customers expect. Designed for SupportOps leaders, this session will show you how to:

Identify process gaps and build workflows your agents can rely on.
Make knowledge a seamless part of your team’s day-to-day operations.
Automate time-wasting manual tasks for better productivity.
Collect the right information upfront to eliminate frustrating delays.

And more!
You’ll leave this webinar with actionable steps you can implement this quarter to boost team speed and efficiency. Register now to save your spot!

Pivoting from acquisition-first to customer-first revenue growth
2025-03-25 17:00 - 18:00
“Churn is bad, and what we’ve been doing is not working.” This is the most common challenge revenue and customer success leaders face in 2025. The solution: businesses are shifting from an acquisition-first to a customer-first motion to retain and grow revenue from the install base. This is customer-led growth. But, for it to be successful and sustainable, customer-led growth must be a company-wide initiative. Michael Harnum, CEO of ESG, and Chris Dishman, SVP of Global Customer Success at Totango, will share tactical practices of how revenue leaders are driving this pivot within their organization, and how a combination of customer success software and change management support is superior to achieving quick time to value for both the business and it’s customers..

Customer Success and Revenue Generation
2025-03-26 16:00 - 17:00
How Customer Success Management can positively impact revenue

The essential mindset shift for effective CS leadership
2025-03-26 19:00 - 20:00
Newsflash: Customer success leaders everywhere are freaking exhausted.
Not surprised? Well, what might surprise you is WHY that’s happening.
It often comes down to mindset and confidence, which can lead to inefficiencies like spending time on urgent tasks that don’t move the needle on long-term goals. This webinar will help you understand why the real issue isn’t your strategy, it’s how you’re approaching your role.
Learn how to shift from reactive to strategic leadership, eliminate imposter syndrome, and make measurable progress every day without burning out. With practical exercises and mindset shifts, you’ll gain the confidence to say no when needed and lead with impact.
Key takeaways:

Brain-based exercises to conquer imposter syndrome
The difference between a CSM and CS leadership mindset
How to stop wasting time and make room for strategic work

Customer Success Automations for Startups & Scaleups
2025-03-27 15:00 - 16:00
Customer Success automations & AI For Startups and Scaleups
Scaling Customer Success? Automate Smart—Without Losing Customers.
AI can help you scale, but the wrong automation can drive churn. Join our webinar to learn a step-by-step framework for automating the right way—boosting efficiency while keeping customer relationships strong

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
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!

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.
