Practical CSM Academy

Customer Success Summit | Toronto | November 2025
2025-11-12 13:00 - 2025-11-13 21:30 UTC
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.

Remedy to BMC Helix ITSM Migration – Featuring Vodafone’s Customer Success
2025-11-13 17:00 - 18:00
Discover how leading enterprises are transforming IT service management by migrating from on-premises Remedy to cloud-native BMC Helix ITSM. Join us for this exclusive session where BMC experts share proven strategies, and Vodafone reveals how they modernised their global ITSM for smarter, faster service delivery.
As enterprises modernize their IT landscapes, the move from on-premises Remedy to the cloud-native BMC Helix ITSM platform is enabling faster, smarter, and more connected service management. Join us for this exclusive webinar, “Remedy to BMC Helix ITSM Migration and the pleasure of Vodafone sharing their success story. In this session we’ll share real-world insights, best practices, and lessons learned from one of the world’s leading telecommunications companies.
Our BMC experts will walk you through the complete migration journey from initial assessment to post-migration optimization, highlighting how organizations can unlock the full potential of AI-driven service delivery with BMC Helix.
You’ll also hear how Vodafone successfully transformed its global ITSM environment, achieving improved agility, operational efficiency, and user experience through a seamless migration from BMC Remedy to Helix ITSM.
Key Takeaways:
Strategic Value: Why organizations are accelerating their shift from Remedy to Helix ITSM
Migration Blueprint: A step-by-step approach to ensure a smooth, low-risk migration
Technology Enablers: Harnessing cloud, AI, and automation for smarter IT operations
Lessons Learned: Common challenges and proven best practices for success
Vodafone’s Transformation Story: How Vodafone modernized its ITSM landscape to deliver faster, more intelligent service outcomes
Future Vision: Building a resilient, data-driven, and proactive ITSM ecosystem with Helix
Target Audience:
Helix and Remedy administrators, ITSM managers, transformation leaders, and anyone responsible for driving IT modernization and service excellence.

Content Operations in the Age of AI
2025-11-13 18:00 - 19:00
80% of organizations are using AI, but only 29% report moderate or fast progress in scaling it. That’s one of many insights coming out of Content Science’s latest update from the world’s largest study of content operations. In this webinar, Colleen Jones and Christopher Jones, PhD, will delve into what the newest research with more than 100 professionals, leaders, and executives says about the current state of content operations—and what it means for you.
Webinar attendees will:
• Learn about the promising shift to more mature content operations.
• Understand the new obstacles to maturing content operations maturity today.
• Gain insight into what the most successful organizations do differently.
• Learn why maturing content operations is the secret to success with AI.
• Gain perspective from leaders with top organizations such as ServiceNow, Akoya, Red Hat, and EE.
Attendees also will get a link to access the in-depth report and a chance to win a copy of the book, “The Content Advantage.”
Each 60-minute episode of Coffee and Content is recorded live. On-demand recordings are made available shortly after the live show ends.
This show is brought to you by The Content Wrangler and Content Science and is sponsored by Heretto, a powerful component content management system (CCMS) platform to deploy help and API documentation in a single portal designed to delight your customers.

Your Roadmap to Driving Conversions with Effective Lead Follow-Up
2025-11-13 18:00 - 19:00
Research indicates that while only 2% of sales conversions are made during the first point of contact, roughly 80% develop between the 5th and 12th contact attempt. To generate the most ROI from lead gen activities and increase conversion rates, demand generation marketers must drive quality engagement with priority contacts and enable their sales colleagues to orchestrate personalized outreach and lead follow-up to create more quality touchpoints during this window of opportunity.
If you are facing continuous pressure to build sales pipeline, listen in as members of Informa TechTarget’s award-winning Customer Success team share a proven blueprint for effective lead follow-up. You’ll learn how to engage buyers by incorporating nurture programs, optimizing SDR motions, and empowering tailored sales outreach with intent data. You’ll also get insights into how marketing automation, integration platforms, and even artificial intelligence can help boost ROI and increase conversions at scale.

Turning Resistance into Results: Winning Buy-In for Sales–CS Alignment
2025-11-14 17:00 - 18:00
Pass the Baton, not the Buck: Driving Sales to Post-Sales Alignment
In this 3-part Totango webinar series, we will be exploring the world of Sales to post-Sales alignment, compiling tactical lessons, downloadable templates, and tangible best practices learned across hundreds of Totango customers.
Once your alignment framework is in place, the next challenge is buy-in. This session covers how to engage reluctant stakeholders, position alignment as a growth driver — not admin work — and gain adoption without relying on top-down mandates.

Churn is NOT a Customer Success Problem, Episode 3
2025-11-18 14:00 - 15:00
For years, you’ve been saying it: Customer Success can’t solve churn alone.
You’ve witnessed firsthand how sales overpromises, product gaps, and organizational silos undermine even the most dedicated CS efforts. Now, we have the data to prove it.
The Data Reveals:
• Churn is a Systemic Issue
• Product is Key
• Broken Promises Kill Relationships

From Dashboards to Action: AI Agents and the Future of Customer Success
2025-11-18 19:00 - 20:00
Overview

Challenges

Customer Success leaders struggle to predict churn and act on insights fast enough. Fragmented data and manual workflows slow response times—AI agents solve this by automating action and bridging teams across support, delivery, and success.

Summary

This webinar explores how AI agents are transforming Customer Success by moving from passive insights to proactive action. You’ll learn how automation, predictive intelligence, and agentic AI are reshaping how teams prevent churn, drive renewals, and deliver measurable outcomes.

Customer Success Summit | Chicago | November 2025
2025-11-19 14:00 - 2025-11-21 22:00

Meet ChurnZero's AI Agents: Your new teammates for customer growth
2025-11-19 19:00 - 20:00
AI is shaping how customer teams work and scale. Join You Mon Tsang and Abby Hammer for a first-hand look at how ChurnZero’s AI Agents turn complexity into clarity; automating routine work, surfacing insights, and taking action so you can focus on strategy, relationships, and growth.
You’ll get an inside tour of ChurnZero’s new AI Marketplace, where your team can choose and deploy purpose-built AI Agents that don’t just inform your work, but perform it. You’ll also get to know your new digital teammates— our first batch of AI agents, engineered by CS experts to amplify your people, turn dialogue into direction, and turn friction into flow.
Key takeaways:

See how ChurnZero AI Agents automate work and take action in real workflows
Explore the AI Marketplace and learn how to deploy agents across your team
Get practical ideas for using AI to deliver more value today

Our Speakers:

DeepTarget Customer Success Webinars
2025-11-20 17:00 - 18:00, 2025-12-18 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!

Workshop: Let’s Build Your First Customer Success AI Agent
2025-11-20 17:00 - 18:00
AI Agents are transforming how Customer Success teams work — from surfacing risk signals to drafting personalized outreach and automating routine tasks.
Join this interactive, small-group workshop (limited to 15 participants) to explore how you can design and launch your own Customer Success AI Agent.
Together, we’ll:
💡 Break down what an AI Agent is and why it matters for CS.
🤖 Explore live examples of real CS Agents in action.
🧠 Identify where your team spends the most time.
⚙️ Build your first AI Agent live using CoWrkr and ChatGPT.
You’ll leave with:
✅ a reusable AI Agent design canvas,
✅ practical ideas to bring AI into your customer workflows.
To ensure meaningful discussion and relevant peer interaction, attendance is limited to professionals in one of the following categories:
👤 Customer Success Professional
📊 CS Ops / RevOps Professional or Lead
🚀 SaaS Founder scaling post-sales
👥 Only 15 spots — first come, first served.
🎟 RSVP to secure your seat!

Reducing Cost to Serve with AI and Agentic
2025-11-20 18:00 - 19:00
Every CS leader wants to scale, but how do you do it without losing the quality, trust, and outcomes your customers expect?
In this session with Gainsight’s SVP of Strategy and Market Development, and MoEngage’s Sr. Manager of CS Enablement, learn how top teams are using intelligent agents and AI to reduce cost to serve, streamline operations, and free up CSM capacity.
What you’ll take away:

How to free up your CSMs time to focus on strategic accounts by offloading repetitive tasks to intelligent agents
Strategies to guide customers efficiently to value with AI—without increasing headcount
Insights on how to prioritize smarter with real-time customer intelligence that drive measurable outcomes

Vancouver Customer Success: “AI across the Customer Success Journey"
2025-11-29 09:00 - 11:00
🌆 Vancouver Customer Success Community: “AI Across the Customer Journey”
Join Vancouver’s growing Customer Success community for an evening of learning, inspiration, and networking — featuring three rapid, high-impact talks on how CS leaders are applying AI across the customer journey.
This session moves beyond theory and into real-world applications, covering how AI can accelerate onboarding, improve handovers, and strengthen retention. Whether you’re a CSM, CS leader, or RevOps professional, this event is designed to spark ideas you can take back to your team the next day.
💡 Featured Talks
1️⃣ Liz Lee — CSM Onboarding with AIFounder, eleeconsulting.ca | Former early CS leader at HootsuiteHow AI can accelerate CSM onboarding and support continuous enablement throughout the customer lifecycle. Includes practical tips for navigating client AI policies and creative workarounds for restricted environments.
2️⃣ Ellie Hutton — Sales-to-CS Handover with AIFractional CX Executive & Coach | Former VP of CX at Vision Critical (now Alida)Live demo: using a custom GPT to streamline and enhance the sales-to-CS handover process, driving better alignment and customer outcomes.
3️⃣ Alicia Taggio — Retention & Feedback with AIDirector of Customer Success, Tradable Bits | Former Customer Marketing at HootsuiteHow to leverage tools like Gong and Grain to identify churn risks, extract feedback trends, and craft data-driven product stories that resonate.
👥 Hosted by Michelle Bucek, Senior CS Leader at Fable, who brings 14 years of CS experience and a mission to strengthen Vancouver’s CS community.

Customer Success Summit | London | December 2025
2025-12-03 08:00 - 2025-12-04 17:00

How to Track, Incentivize, & Comp for Sales to Post-Sales Alignment
2025-12-05 17:00 - 18:00
Pass the Baton, not the Buck: Driving Sales to Post-Sales Alignment
In this 3-part Totango webinar series, we will be exploring the world of Sales to post-Sales alignment, compiling tactical lessons, downloadable templates, and tangible best practices learned across hundreds of Totango customers.
Alignment without accountability fades fast. Learn how to operationalize alignment through shared KPIs, dashboards, and incentive structures that keep Sales and post-Sales teams focused on customer value and measurable outcomes.
Register once, and you will receive invites to all three sessions.

The AI Revolution in Customer Success
2025-12-05 19:00 - 20:00
We all know how critical Customer Success is to so many organizations, and AI is quickly changing the landscape as leaders like you deliver value to customers and the company.
In our research, we see Gartner’s prediction that agentic AI will autonomously resolve 80% of common issues by 2029, and TSIA’s revelation that 60% of organizations still haven’t invested in AI for customer success. As we reach an inflection point, we are looking for leaders like you to tell your stories, perspectives, and insights into the future of CS and AI’s impact.
Join us for podcast to hear directly from customer success leaders like John Durocher, Shane Hughes, and Cesar Sanchez as they break down where AI is truly reshaping Customer Success today. They’ll cut through the noise, challenge the myths, and open the door to a future that’s still very much unwritten. And the best part? It’s not too late to take the pen and lead the conversation yourself.

DTCSM – Cisco Customer Success Manager
2025-12-08 08:00 - 2025-12-10 18:00
The Cisco Customer Success Manager (DTCSM) v2.2 course gives you the confidence and competence to fulfill the Customer Success Manager (CSM) role successfully, helping your customers realize value from their solutions and achieve their business outcomes. The course offers experiential learning through practical exercises using situations based on real-life use cases and case studies. In this highly interactive course, you can practice and gain confidence in fulfilling core tasks using best-practice tools and methodologies while receiving feedback from the facilitator and your peers.
This course is based on understanding the customer lifecycle and how to optimize that journey, increasing the value realized by the customer, and maximizing your likelihood to maintain their loyalty and renew or expand their business opportunities. The course helps you prepare for the 820-605 Cisco Customer Success Manager (CSM) exam. By passing this exam, you earn the Cisco Customer Success Manager Specialist certification.

HubSpot AI Agents: From Prospecting to Customer Success
2025-12-08 15:00 - 18:00
Join us offline for an interactive and practical deep-dive into deploying AI Agents across your HubSpot portal – from first touch to customer retention.
Whether you’re a RevOps professional, GTM leader, or HubSpot admin, you’ll see live AI agent demos, real implementation patterns, and get hands-on guidance from a certified Revenue Architect and Platinum Hubspot Solution Partner at RevTech Agency.
See you on Monday!

Turning voice of the customer into revenue: Lessons in product-led growth
2025-12-16 17:00 - 18:00
A behind-the-scenes look at how Malwarebytes turned customer feedback into their biggest growth lever.
Join Alchemer and Malwarebytes as we unpack the exact steps that helped the leading cybersecurity platform scale their VoC program, build internal alignment, and transform transparency into a powerful growth engine —driving revenue growth in a highly competitive, mature market.
You’ll walk away with:
– How to build feedback loops that close the gap between customer input and company action.
– Practical examples of how to operationalize PLG with tools, workflows, AI-powered analysis, and councils that drive alignment and faster decisions.
– Proven frameworks for measuring success beyond NPS to connect customer experience directly to business outcomes.
– Ways to turn customer advocacy into growth, retention, and revenue by scaling reviews, referrals, and storytelling across channels.
Whether you’re a product leader, CX strategist, or growth marketer, you’ll walk away with actionable ways to build stronger relationships and drive measurable impact.

Roundtable: Turning Real-Time CX Signals into Business Results
2025-12-16 23:00 - 2025-12-17 00:00
Four big brands. One live, unscripted discussion on how modern CX teams move from dashboards to real impact.
Customer experience teams are flooded with signals—from surveys and chats to social posts and support transcripts. But most of that insight never makes it to the people who can act on it. Are we preaching to the choir?
This isn’t your typical webinar. It’s a live, candid roundtable featuring CX leaders from Hyatt, Intuit, Zoom and Medallia—and you’re invited to join the conversation. Moderated by CMSWire Editor-in-Chief Dom Nicastro, come hear how they’re modernizing feedback programs and learn how you can do the same.
We’ll be discussing:

How these brands use real-time customer signals to drive faster, smarter decisions
Why AI isn’t magic—it needs context to actually move the needle
Strategies to embed insights across teams, from frontline to C-suite
The right way to balance automation and human expertise for scalable CX

Don’t miss this chance to talk CX with leaders who’ve been there, done that. Save your spot and be part of the discussion.

SAP BusinessObjects Innovation, Customer Success Stories
2025-12-17 08:30 - 12:00
Join our next Webinar Need4viz Success Stories – Customer Use Cases.
How are organizations like d2i, McKesson, Chantiers de l’Atlantique transforming their use of SAP Web Intelligence?
Join this exclusive webinar to discover:
– Real-world use cases powered by N4V FOR WEBI
– How to move from static reports to dynamic, interactive dashboards
– Concrete benefits: time savings, stronger adoption, and instant insights
– Don’t miss this opportunity to see how N4V FOR WEBI delivers real value to organizations across all industries.
If you haven’t registered yet, now’s the time to do so.

Episode 4 – Voices from the Cloud: Stories, Strategies & Successes
2025-12-18 13:00 - 14:00
About this talk

In this special episode of the Qualys EMEA Cloud Security series, you’ll hear from practitioners and strategists from Qualys partners and real-world examples of Cloud Security in practice from our EMEA customers.
Our discussion will explore what best practice looks like in production cloud environments, covering practical strategies, lessons learned, and proven approaches to securing complex cloud architectures.
Through real examples of success, you’ll gain actionable insights to elevate your own cloud security programs and better integrate security into dynamic, modern infrastructure.
What you’ll learn:
– Concrete examples of how organisations overcame vulnerability management challenges by adopting integrated cloud security solutions.
– The business benefits of continuous vulnerability monitoring, including improved operational efficiency, regulatory compliance and enhanced client trust.
– Strategies these organisations used to integrate vulnerability management into their services—such as leveraging automation and building a business riskbased approach.

Greatest Hits in Digital CX 2025
2025-12-18 20:00 - 21:00
Join our upcoming webinar where we are pulling the greatest hits together in one fast session with Eric Mistry from Zapier and Caroline Van Dyke from Skilljar by Gainsight.
Expect banter, highlight reels, a few memes, and of course, plenty of time for your questions.
What this is:

A fast, fun, Weekend-Update-style recap of the year
Hosted by Eric Mistry (Zapier) and Caroline van Dyke (Skilljar & Gainsight)
A live conversation featuring real talk, light (or heavy) banter, and YOUR live questions
The highlights you actually need before 2026 planning begins

What you’ll get:

The top shifts in Education, Community, and Digital CS
Why these programs now function as one connected learning ecosystem
The sound bites and takeaways that shaped the year
The templates, frameworks, and tools you’ll want for January
Clear signals on driving adoption, retention, engagement, and support deflection
People to follow, ideas to revisit, and advice to take or leave

Save your spot, we’ll see you there, ugly holiday sweaters and all!

Support x Success: Building Collaborative Customer Workflows
2025-12-22 22:00 - 23:00
We’ll show you how customer support and success teams can build collaborative workflows, share account context, and act on the same signals to improve retention and customer outcomes. You’ll learn how support tickets surface critical signals for health scoring and renewals, and what to look for in a unified post-sales platform that brings your entire post-sales team under one roof.

How Customer Success Teams Can Build Revenue AI Agents (Live Build)
2026-01-06 18:00 - 19:00
This 𝗟𝗶𝘃𝗲, 𝗵𝗮𝗻𝗱𝘀-𝗼𝗻 𝘀𝗲𝘀𝘀𝗶𝗼𝗻 will show 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 and 𝗽𝗿𝗮𝗰𝘁𝗶𝘁𝗶𝗼𝗻𝗲𝗿𝘀 how to build a revenue-focused AI agent that turns everyday customer signals into clear retention and expansion actions. You’ll see real examples, a live agent build, and practical ways to apply this inside your current CS workflows.
No prior 𝗔𝗜 𝗼𝗿 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 required!
𝗔𝗴𝗲𝗻𝗱𝗮
1. Why 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁𝘀 𝗠𝗮𝘁𝘁𝗲𝗿 for CS in 2026
2. What a “𝗥𝗲𝘃𝗲𝗻𝘂𝗲 𝗔𝗜 𝗔𝗴𝗲𝗻𝘁” Looks Like in CS
3. 𝗟𝗶𝘃𝗲 Agent Build
4. How CS Teams Can Use This 𝗜𝗺𝗺𝗲𝗱𝗶𝗮𝘁𝗲𝗹𝘆

Customer Success Is A Lie: Why We Should Keep Believing In It!
2026-01-07 17:00 - 18:00
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.

Webinar How to Talk Expansion Without Feeling Salesy
2026-01-10 18:00 - 19:00
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 partnership.
What You’ll Learn

What expansion-readiness really looks like, and what to look for before you act
How to open the door to growth without putting the relationship at risk
Language that builds trust and keeps the conversation grounded in value
How CS and Sales can work together to support authentic, well-timed growth

Customer Success as a Growth Engine: How Early-Stage Startups Can Build Scalable CS Foundations
2026-01-15 13:00 - 14:00
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 learn:
1. What Customer Success Really Is
A clear explanation of CS as a proactive growth function — on top of customer support.
2. How CS Directly Impacts Retention, Expansion, and Adoption
Founders will see how early CS habits translate into lower churn, higher activation, and more revenue.
3. Support as the Foundation of Customer Love
Simple steps to improve support quality and systematically gather feedback that shapes the roadmap.
4. CS in Early-Stage Startups
How to use CS as an early warning & insight system: what to track, what conversations to have, and which signals predict churn.
5. What to Build at Each Stage of Growth
A lightweight roadmap of CS priorities — from founder-led actions to scalable processes.
By the end of the session, founders will know:
how CS accelerates growth even with limited resources,
which early habits prevent churn,
how to collect and use customer feedback effectively,
what to focus on at each stage of scaling.
They walk away with clear, actionable steps they can apply immediately — without needing a dedicated CS team.
This workshop will be led by Zuzanna Ostojska and Aleksandra Puchta-Górska.
We are Customer Success consultants with 10+ years of experience supporting startups in building CS programs that increase retention and drive predictable revenue.
We work through mentoring, training, and project-based consulting — always with a focus on practical, founder-friendly execution.

Set up for success: Proven readiness tactics to accelerate identity outcomes
2026-01-21 10:00 - 11:00
Discover readiness tactics—frameworks, training, and metrics—to accelerate identity outcomes from day one.
