How can you push back on unrealistic role expectations while still driving impact? What strategies help CSMs focus on high-value work rather than becoming the default owner of every customer challenge?

How do we protect revenue when budgets are tight? What proactive strategies help prevent churn and reinforce customer value? How can we adapt engagement strategies based on financial risk signals?

How can CS teams move beyond retention and play a bigger role in driving revenue? What strategies help align CS with Sales and Marketing to support expansion? How can we prove ROI with the right metrics?

How is AI reshaping CS workflows? What tasks can (and should) be automated, and where is the human touch still critical? How do we introduce AI without overwhelming teams or customers?

Not every customer fits the ideal profile, but every customer still needs to be supported. How can CS teams bridge the gap between your Ideal Customer Profile and your Actual Customer Profile?

Inheriting a new account? Where do you start? This session will cover practical strategies for CSMs to quickly get up to speed, understand customer needs, and build strong relationships when taking over an account.

As the CS function matures, what’s changing in the role of a CSM? How can we adapt to shifting expectations while maintaining a sustainable workload? What skills are becoming more critical for long-term success?

How can CS teams influence the product roadmap and adapt to evolving customer needs? What’s the best way to surface trends, prove aggregate demand, and provide insights that drive real impact?

CS teams see AI’s potential - but getting CFO buy-in is another story. Learn how to plan and budget for AI - choose the right use cases, prove ROI early, and make a compelling case for investment. We’ll dive into strategies to align AI with business goals, craft a persuasive budget proposal, and balance innovation with cost control. Whether you’re automating tasks, enhancing insights, or driving engagement, you’ll leave with tools to make AI happen - without sending Finance into a panic!

Onboarding shouldn’t just be about implementation. It should start with structured hand-offs, clear success plans, and tracking time in stages to drive faster adoption. Learn how Teams Plus moved change management to the front end, refined their process to improve time to value, and ultimately developed a low-touch onboarding approach—plus key lessons & bumps learned along the way.

Your personal brand is your most powerful asset in Customer Success, helping you build trust, influence, and career opportunities. In this interactive session, Justin will share actionable strategies for defining and amplifying your brand, with a hands-on LinkedIn workshop to refine your profile, create engaging content, and measure your impact. Walk away with a refreshed LinkedIn presence and a clear plan to elevate your brand today!

Unlock the power of Customer Journey Mapping in this fast-paced, hands-on workshop. We'll guide you as you step into your customers' shoes and explore two key stages of the customer lifecycle - Onboarding and Renewal - while learning how to incorporate cross-functional input, avoid common pitfalls, and transform your map into a practical tool that accelerates customer value.