Practical CSM Academy

Pulse Unplugged 2025
2025-07-23 15:30 - 19:00 UTC
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
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!

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.

Customer Success Leadership Accelerator Program | October 7
2025-10-07 17:00 - 18:00
Take control of your career with our six-week leadership program that’ll turn you into a bonafide customer success leader.
Next cohort start date: October 7th
Fortify your résumé for future promotions with a leadership certification.
Uncover exclusive expert insights that you won’t find on your LinkedIn feed.
Learn how to maximize the potential of customer success in your organization.

Secrets Management 101: The Key to Security
2025-10-09 15:00 - 16:00
About this talk

In today’s rapidly evolving digital landscape, managing secrets such as API keys, credentials, and other sensitive information is crucial for maintaining security and operational efficiency. The “Secrets Management 101” webinar will provide a comprehensive overview of the challenges associated with secrets management and present effective solutions to address these issues.
We will explore common problems such as hardcoded credentials and insecure storage and discuss how modern secrets management solutions offer centralized control, enhanced security, and streamlined processes. Attendees will learn about the benefits of implementing a robust secrets management system, including improved protection against unauthorized access, regulatory compliance, and operational efficiency.
Join us to gain valuable insights into best practices for managing secrets, discover real-world success stories, and understand the steps required to integrate a secrets management solution into your organization. This webinar is designed for IT professionals, security experts, and anyone interested in safeguarding their sensitive information.

Building Your First AI Agent: AI for Customer Success | Session #5
2025-10-10 11:30 - 12:30
In our lunch & learn webinar series, Caroline Depierre (pollup.ai) and Christiane Kaiser (kaiser-cx.com) share how Customer Success teams can adopt AI in a practical, hands-on way. From identifying where to start, to automating communication touchpoints, to building AI agents and automations that actually work.
Session #5 on the 10th October is all about Building Your First AI Agent for Customer Success. Join us to learn the basics of AI agents, and apply it to your own team set up and needs. Register via Zoom: https://us02web.zoom.us/webinar/register/WN_bLhTEM8YQvW_fuq0te-qBA#/registration

Customer Success Core: Certified Live Training | October 15
2025-10-15 15:00 - 16:00
The most comprehensive customer success certification around, Customer Success Core: Certified is here to to set you and your customers up for a lifetime of success.
Join live with our customer success expert who will take you through the accredited curriculum to arm you with the theory and frameworks (along with some seriously interesting real-life case stories) to demystify CS best practices and enable you to accelerate time-to-value and deliver your customers’ goals.
Please note that signing up to the LinkedIn event does not mean you are registered to attend. To secure your place, complete your registration on our website.

Customer Success Keynote: Build Your Agentic Enterprise
2025-10-17 00:30 - 01:30
See how leading organizations are cutting costs, scaling fast, and building loyalty — and celebrate three Customer Success Award winners showing what’s possible.

ScalePad Product Studio: Customer Success
2025-10-21 18:00 - 19:00
Join the ScalePad Product Team for a live session focused on solving the Customer Success challenges MSPs face daily.
We’ll dive into Lifecycle Manager and Quoter, demo best practices for strategic client engagement, and show how MSPs are using our tools to drive business alignment, faster project approvals, and real growth.
✅ Tips and best practices from our product team
✅ Updates on Lifecycle Manager X
✅ New Quoter features
✅ Live Q&A — bring your questions!
🎯 Built for CS professionals, vCIOs, AMs, and MSP operators ready to evolve their client conversations

Upcoming Webinar: CS100 Replay Series
2025-10-21 18:00 - 19:00
Did you miss the CS100 Summit last month? Don’t worry, we’ve got you covered. From October 21st through December 9th, we’re bringing the best of the Summit straight to you in an 8-part virtual webinar series. Each week, you’ll hear from our top-rated speakers as they deliver the same sessions that attendees couldn’t stop talking about, filled with powerful insights, real-world stories, and practical takeaways you can apply immediately.
What You’ll Learn
In each 60-minute session, you’ll hear from your favorite Customer Success thought leaders and practitioners on topics from How to Build Your CS Career, AI in Customer Success, What CEO’s Really Want from CS Leaders and so much more.
Reserve your spot today, you won’t want to miss it!

Human-Centric Design: Keys To Associate Success & Customer Connections
2025-10-22 18:00 - 19:00
This webinar will explore how leading retailers are reimagining brick-and-mortar experiences through a human-centric design approach that puts shoppers and associates first.
Walk away with actionable perspectives of former and current top retailers for elevating the in-store experience through thoughtful design and a truly human-first approach.
Featuring:
– Global Retail Leaders and Pioneers Martin Urrutia and Lesley Hawkins
– CEO of Retail Design firm ZoCo Lacey Picazo
– Host: Lauren Cevallos, Director of Strategy & Customer Success at Jumpmind
This discussion will unpack how to create spaces that drive loyalty and conversion, and how to align tech and operations for maximum impact.

The state of customer revenue leadership: 2025 benchmark report
2025-10-22 19:00 - 20:00
Join us for an exclusive webinar to explore the most significant findings from the 6th annual Customer Revenue Leadership Study, the industry’s most comprehensive benchmark of customer revenue teams.
Based on data from nearly 800 customer growth leaders worldwide, you will learn what roles, strategies, and technologies are most linked to stronger revenue performance and how leading organizations are preparing their post-sales engines for growth.
Key takeaways:

Why 2025 is a baseline year for retention and revenue growth, and what that means for your planning
Which team roles, budgets, and tech investments have the biggest impact on NRR and GRR
How buying readiness and AI adoption are shaping customer revenue strategies
Practical recommendations to strengthen operations, align on lifecycle revenue metrics, and scale growth

How to measure the ROI of your Attack Surface Program
2025-10-23 15:00 - 16:00
About this talk

Security teams often struggle to quantify the impact of their work and clearly demonstrate value to leadership. In this webinar, we’ll explore how to effectively measure the performance of your Attack Surface Management (ASM) program. You’ll learn actionable, data-driven metrics and benchmarking methods to highlight efficiency gains and ensure your team’s contributions are recognized.
Join Tim Hunt, VP of Customer Success at Searchlight Cyber, as he shares best practice advice from his time working with some of the largest companies in the world, as he shares the way to measure the impact of your ASM program; time. The faster your team can mitigate risks, the lower the chance of a cyber incident impacting your business’s bottom line e.g., system downtime, data loss, regulatory fines, reputational damage.
In this webinar, we’ll share :
– Key performance indicators: Metrics you can implement to measure the impact of your program
– Integration strategies: Recommendations on how to integrate your ASM program with other security teams
– Internal advocacy:
Tips on raising the internal profile of the work your security program is delivering Even if you can’t join live, register now to receive your link to the recording as soon as it’s available. We look forward to seeing you on the webinar soon.
