Practical CSM Academy

Fix the broken customer experience
2026-03-03 17:00 - 18:00 UTC
In this unfiltered conversation, John Bishara from Seismic will share how adopting an AI-native CRM transformed their customer service operations, delivering faster resolutions at lower cost. You’ll also hear from our experts on why service teams get stuck in fragmented workflows and manual triage, and how AI agents are changing the experience by resolving issues before customers even ask.

The Post-Hype Reality of AI in CS
2026-03-03 17:00 - 18:00
AI is increasingly part of the customer success conversation, but for many teams and leaders, it’s still early, and the impact is hard to explain.
Join Gainsight alumnus Rod Cherkas, CEO of strategy consulting firm HelloCCO and author of The Chief Customer Officer Playbook, Josh Schacter, SVP of Strategy and Market Development at Gainsight, and Casandra Brice, VP CS Americas at Zendesk, for an engaging discussion grounded in insights from Rod Cherkas’s AI-in-Post-Sale benchmark research.
You’ll learn:

Where AI is actually being adopted inside CS teams—and how deep it really goes
Why productivity improvements show up fast, but real business impact lags behind
How expectations from boards and execs are shifting
What it takes to move from experimentation to outcomes you can defend

If you’re under pressure to “do something with AI” but still struggling to show the value, this session is for you.

How To Align Revenue Teams Around The Buyer Journey
2026-03-12 - 2026-03-13
Are your revenue teams fully aligned with your buyer’s journey? 💰
Disconnected systems, rigid processes, and slow response times aren’t just frustrating buyers – they’re leaving revenue on the table.
In this complimentary live session with LeanData, we share how RevOps leaders are aligning revenue, marketing, and sales operations teams around the buyer journey.
Gain practical insights for eliminating friction across teams and discover how a strong orchestration foundation can transform complex operations into measurable revenue impact.

Partner Success vs Customer Success: Why Separation Matters
2026-03-13 16:00 - 17:00
At first, it feels efficient to run Partner Success inside Customer Success.
Then the partner channel grows and everything gets blurry: who owns onboarding, enablement, renewals, expansions, and escalations?
Partners ramp slower.
CS gets pulled into channel firefighting.
Customers feel the gaps.
On Friday, March 13, 2026, at 12:00 PM ET, Ella Eng will discuss with Ivan Stefanovski (CCSS) on when Partner Success and Customer Success should split, and what actually changes when you do it right.
What we’ll cover:
– The inflection point that forces separation
– Org design and ownership (renewals, expansions, escalations)
– Partner motions vs customer motions
– Metrics that expose the need and prove it’s working (partner health, PSAT, partner-influenced GRR/NRR)
Incentives and economics: why partner-led deals convert higher, and when they stop being worth it

Is Your Community Ready for AI? A Practical Guide to Becoming LLM-Ready
2026-03-17 16:00 - 17:00
AI won’t quietly compensate for messy systems while you wait. Those outdated threads won’t get organized overnight, vague answers won’t get clarified, and chaotic tags won’t magically get fixed. Instead, AI will expose those gaps when LLMs no longer surface or cite your content. So, let’s get to work fixing it.
On March 17th, Richard Millington and Jon Wishart will discuss real community examples so that you walk away with:

A simple rubric to assess whether your community is AI-ready
Clear criteria for what “good” looks like in threads, tagging, and knowledge structure
A stronger definition of your role, from volume driver to knowledge architect
The confidence to explain your AI-readiness strategy to leadership

The New Rules of CS: Treating Onboarding as a Revenue Predictor
2026-03-18 17:00 - 18:00
The biggest revenue indicators often show up in the first 30 days, but many CS teams aren’t looking for them (or don’t know where to look). Even more problematic, most onboarding still looks like a handoff, a checklist, and a race to hit time-to-value rather than a strategic moment to build momentum and set the tone for long-term success.
In this webinar, Taylor Johnston, Sr. Director, Advisory Services at Gainsight, will reveal how onboarding is quietly becoming one of the most powerful forecasting levers in Customer Success. You’ll learn why traditional metrics like “time to value” miss the mark, how leading teams are looking at those first 30 days, and what scalable onboarding really looks like in 2026, so you can grow with confidence.
What we’ll unpack:

What leading teams track in the first 30 days to predict expansion or churn
Why time-to-value isn’t the only (or best) metric to measure onboarding success
How to scale onboarding with onboarding plays, signals, workflows, and dashboards

The State of Customer Growth & Renewal 2026
2026-03-18 18:00 - 19:00
The customer growth and renewal (CGR) industry is facing an existential pivot driven by AI economics, marking the end of the “growth at all costs” era and the beginning of a focus on profitable growth and trust.
Overview

Summary

In this webinar, TSIA explains the “Agentic Pivot” reshaping Customer Growth & Renewal in 2026 as AI Economics shifts the focus to profitable growth and trust. You’ll learn how to move from adoption-led motions to outcome telemetry and agentic AI—while overcoming pricing paralysis, fragmented data, and revenue volatility. The session outlines the key shifts to win: adopting the DARE framework, building human-on-the-loop architectures, and unifying revenue operations around NRR and expansion.

Challenges

Many organizations are stuck in pricing model paralysis. They resist disrupting per-user pricing, even as AI reduces the headcount those models depend on—creating a “Success Paradox”—where proving value can mean a customer pays less. At the same time, fragmented, low-quality data prevents AI from delivering reliable impact, and the move to consumption-based pricing adds revenue volatility that makes forecasting and budgeting far more complex.

Key takeaways

Transition to the DARE Framework
Organizations must move beyond linear adoption to a four-step cycle of outcome engineering and continuous value proof to drive net revenue retention (NRR).

Implementation of Agentic AI
Success in 2026 requires mastering ‘human-on-the-loop’ architectures, where autonomous agents handle end-to-end tasks like routine renewals and risk detection.

Unified Revenue Operations
To eliminate functional silos, compensation for customer success and renewal teams must be tethered directly to NRR and expansion revenue, aligning post-sale charters with a growth mandate.

What's your NBA? Build CS Momentum with the Next Best Action Framework
2026-03-18 21:00 - 22:00
Join our webinar to 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 sport-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, scan the court, and make the play), you’ll learn how to reduce churn risk, coach with confidence, handle renewal conversations better, and make 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.

How we automated customer success onboarding
2026-03-19 13:00 - 14:00
If you work in customer success, operations, product, or growth and want to make your onboarding process more scalable and efficient, this session is for you.
In this live session, we’ll walk through how we automated customer success onboarding, which steps we automated, which tools and workflows we used, and how we reduced manual effort while maintaining a strong customer experience. You’ll also learn what worked, what didn’t, and the key metrics we focused on.

DeepTarget Customer Success Webinar - March 2026
2026-03-19 16:00 - 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!

How to Run a 15-Minute QBR That Wins Executive Attention
2026-03-26 17:00 - 17:30
Learn the concise, high-impact framework that earns executive attention, drives strategic alignment, and opens the door to expansion conversations.

AI Customer Success Summit | April 2026 | Free virtual event
2026-04-08 15:00 - 2026-04-09 22:00
Unlock AI-driven strategies to automate workflows, map smarter touchpoints, analyze feedback, reduce churn, and future-proof your CSM role.
Level up your Customer Success strategy and learn specific, practical AI use cases. Dive into sessions on scaling CS using automation, enhancing customer communication, and driving retention and growth.
Secure your free pass for live and OnDemand access to expert-led discussions, live Q&As, and actionable insights to future-proof your role.

DeepTarget Customer Success Webinar - April 2026
2026-04-16 17:00 - 18:00
