
AGENDA
08:00 - 09:00
Registration, Networking & Breakfast
09:00 - 09:05
Opening Note
09:05 - 10:00
PLENARY
KEYNOTE PANEL DISCUSSION: "Navigating the New SaaS Landscape: Sustainable Growth Amidst Funding Shifts and Structural Changes”
The SaaS industry is undergoing significant transformation due to evolving funding dynamics, organizational restructuring, and workforce reductions. This panel brings together a CEO, a venture capitalist, and an AI industry expert to explore strategies for adapting to these changes while fostering resilient, sustainable growth. The discussion will focus on redefining growth metrics, leveraging AI and automation, and evolving core functions like Sales and Customer Success to drive efficiency and revenue.

Moderated by Peter Lyon, Chief Customer Officer at Wigmore IT

Emilia Danzica, CEO at Growth Molecules
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Alex Ferrara, Partner at Bessemer Venture Partners

Dr. Kevin Spellman, FRSA, Head of Research at AI Institute Deloitte
10:00 - 10:30
Morning Networking Break
10:30 - 11:15
CS LEADERSHIP TRACK
PANEL DISCUSSION: "Maximizing GTM Efficiency: Customer Success as the GTM Backbone"
The challenge isn’t whether your organization can afford to elevate CS; it’s whether you can afford not to. Customer Success has frequently been overlooked as a core contributor to GTM execution. However, this outdated notion fails to recognize the transformative power of CS in shaping not just customer outcomes but the entire trajectory of a business's success. In this panel discussion, panelists will discuss how CS bridges customer expectations and product deliverables, drives sustainable growth by uncovering unmet customer needs, and fosters empathy-driven innovation that informs product development. The session will also highlight the critical role of CS in breaking silos across marketing, sales, and product teams to deliver seamless customer experiences.
It’s time to challenge the status quo: Customer Success is not an afterthought—it’s the cornerstone of an effective GTM strategy!
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Moderated by Kay Mukherjee, Head of Customer Success at Salesforce (Slack EMEA)
Atanu Roy, SVP Customer Success at Cyferd Inc
Kelley Turner, SVP, Global Customer Success at Vitally.io
Naveen Mehta, SVP at Sutherland Global Services
10:30 - 11:15
PEOPLE, PROCESS,
& OPERATIONAL TRANSFORMATION
TRACK
PANEL DISCUSSION: "AI in CS: Revolution or Hype? "
As AI continues to permeate industries, SaaS organizations are increasingly adopting it to transform key functions like Customer Success and Sales. AI promises to automate complex tasks, from analyzing customer behavior to optimizing sales strategies, but are these promises realistic? Furthermore, with AI models like OpenAI, Google DeepMind, and others emerging, how do businesses know which tools are right for them? This panel will examine real-world examples where AI models have delivered on their promise and where they have fallen short, offering insights on how companies can make informed decisions about AI adoption. It will also critically assess whether AI is on track to be a game-changer or if it risks being just another bubble.

Moderated by Peter Lyon, Chief Customer Officer at Wigmore IT

Elodie O'Rourke, Global Customer Success Director at Financial Times

Daphne Costa Lopes, Global Director, Customer Success at Hubspot, Founder of This is Growth!

Guy Gadnir, CEO & Co-founder of Journeyz

Declan Ivory, VP Customer Support at Intercom
10:30 - 11:15
WORKSHOP: "Developing Entrepreneurial Mindset as a CSM"
CS HANDS-ON TRACK
This workshop aims to empower Customer Success Managers (CSMs) with tactics for developing an entrepreneurial mindset: we’ll explore why it is necessary to think as an entrepreneur while managing your book of business; how entrepreneurial (revenue-driving) skills will help you identify commercial opportunities and drive revenue for your company (and as a result, help you increase your income). You will understand the value of an entrepreneurial mindset for CSMs and how it can transform both personal and company success, learn techniques to transform into a trusted strategic partner and identify pathways to leverage these skills for sustained career growth. This workshop is ideal for CSMs who are looking to drive their career forward and develop future-proof skills as a CSM.

Marija Skobe-Pilley, Director at Fractional SaaS & Founder of Women in Customer Success
10:30 - 11:15
PROFESSIONAL SERVICES &
CUSTOMER SUPPORT TRACK
PANEL DISCUSSION: "Beyond Automation: The Next Frontier of AI in Customer Experience"
In this panel discussion, we delve into the transformative power of artificial intelligence, exploring how it goes beyond mere automation to create deeply personalized and emotionally resonant customer experiences. As businesses navigate an increasingly competitive landscape, understanding the nuances of customer engagement is paramount. AI is not just a tool for efficiency; it’s a catalyst for innovation that can redefine how brands connect with their customers. Join our esteemed panel of experts as we discuss cutting-edge strategies, share real-world success stories, and envision a future where AI enhances human connections rather than replacing them.

Moderated by Neelu Shaikh, Founder & CEO at HumanFirstAICX

Jenna Lindberg, Director of Customer Success at Contentsquare

Andreea Ciurea, Support Services and Customer Success GTM Regional Lead
at NTT Data
11:20 - 11:50
CS LEADERSHIP TRACK
SESSION: "The North Star of SaaS Growth: Customer Value as the Guiding Light"
In the fast-paced and ever-evolving world of SaaS, sustainable growth hinges on more than just innovative technology and aggressive sales strategies—it requires an unwavering focus on delivering tangible value to customers. Customer Success leaders are uniquely positioned to champion this focus, but it takes the entire organization aligning around customer value to unlock true scalability. In this session, Adi will share how customer value can serve as the North Star for your SaaS business, driving retention, expansion, and advocacy. We’ll discuss actionable strategies for embedding a customer-centric mindset across functions, from product development to sales and marketing, and share real-world examples of how prioritizing customer value fuels long-term success. Attendees will leave inspired to lead their organizations with a value-first approach and equipped with a roadmap to transform customer success into a company-wide mission. Let’s ensure that customer success isn’t just a function—it’s the foundation of any thriving SaaS company.

Adi Janowitz, CCO at HiBob
11:20 - 11:50
PEOPLE, PROCESS,
& OPERATIONAL TRANSFORMATION
TRACK
SESSION: "Owning your number: How to hit your GRR target as CS Leader in 2025"
Join Natasha Evans, Head of Customer at Hook, for a session on achieving your GRR targets as a Customer Success leader in 2025. In the current economic climate for SaaS, where efficiency and profitability are paramount, retention has become a critical driver of sustainable growth. Natasha will guide you on how to build an accurate annual renewal forecast, identify your revenue gap by comparing your forecast to your targets, and develop a compelling plan for your executive team that outlines your strategy for hitting your targets. Additionally, you’ll learn how to optimize the alignment of your resources and talent for maximum impact. By the end of this session, you’ll have the tools and knowledge to drive success and hit your goals with confidence.

Natasha Evans, Head of Customer at Hook
11:20 - 11:50
CS HANDS-ON TRACK
MASTERCLASS: "3 Step Formula on How to Show Value to Your Customers & Increase Revenue"
In this session, you’ll discover a practical, 3-step formula designed to help you consistently demonstrate value to your customers while driving revenue growth. Learn how to shift conversations from problem-solving to outcome-focused discussions, enabling you to position your solution as an essential partner in their success. You’ll gain actionable tips, tricks, and best practices to proactively meet and exceed revenue targets as a CS Pro, all while keeping your sanity intact. Whether you’re a seasoned Customer Success Manager or new to the field, this session will equip you with the tools to create impactful relationships and achieve tangible results.

Anika Zubair, Head of Customer Success at Griffin
11:20 - 11:50
PROFESSIONAL SERVICES &
CUSTOMER SUPPORT TRACK
SESSION: "The Realities of Proactive Enablement: Honest Insights, Hard Truths and Practical Tips"
In today’s fast-paced SaaS landscape, self-service, knowledge management and optimisation have become critical tools for scaling CSs and Support operations. But implementing these strategies isn’t always smooth sailing. Join Mollie Luckhurst, Global Director CS Programs, for an honest exploration of the challenges and opportunities in proactive enablement. Drawing from real-world experiences, this session will uncover what works (and what doesn’t) when building effective self-service solutions and driving customer engagement. Attendees will leave with actionable strategies to balance scalability with customer-centricity, ensuring both short-term wins and long-term value.

Mollie Luckhurst, Global Director CS Programs at Staffbase
11:55 - 12:25
CS LEADERSHIP TRACK
SESSION: "Navigating the Revenue Shift: Leadership Strategies to Balance Trust and Growth"
The ongoing debate about tying Customer Success teams to revenue rages on. So, what is the key for CS leaders to get buy-in from CSMs to “act like owners” and align on broader company goals? Harnessing the power of revenue and strategic growth! This session will explore how CS leaders can empower their teams to embrace revenue: identify the right frameworks to ensure the team is successful; communicate the “why” of taking on revenue responsibilities while connecting the dots on the importance of contributing to broader company goals; share how CS leaders implement commercial strategies and how CSMs perceive the move to revenue; provide insights from interviews conducted with Customer Success leaders and insights from surveys conducted with CSMs. We will also discuss why non-commercial activities still matter and how to leverage ROI calculators to quantify value across the organization, and how to provide CSMs with training and resources customized for post-sale motions such as discovery and customer engagement.

Cinthia Silva, ex-Nasdaq, Customer Success Leader
11:55 - 12:25
PEOPLE, PROCESS &
OPERATIONAL TRANSFORMATION
TRACK
SESSION: "Leveraging Data for Better Customer Success"
In today’s data-rich environment, organizations often struggle to transform vast amounts of customer data into actionable insights. This session will explore how to effectively leverage internal data to improve customer management, boost retention, and drive growth. Attendees will gain a practical framework for data collection, utilization, learn how to extract meaningful insights, and discover actionable steps to enhance customer journey and ensure successful outcomes.

Arvind Ramachandran, Regional Vice President, Customer Success at Neo4j
11:55 - 13:00
CS HANDS-ON TRACK
WORKSHOP: "Enhancing the SaaS Customer Journey with AI: Practical Strategies for Success"
In this interactive workshop led by Emilia D'Anzica, Managing Partner at Growth Molecules, we will explore AI's transformative role in elevating the customer experience across the SaaS journey. Emilia will guide participants through key touchpoints where AI-driven insights can drive greater customer engagement and retention. Attendees will learn and feel empowered by AI's practical applications to optimize onboarding, product adoption, and support. We will also understand how to enable data-driven decisions to improve customer relationships, retention, and growth. You should expect a hands-on experience with your peers and walk away with actionable insights that you can immediately implement at your organization.

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Emilia Danzica, CEO at Growth Molecules
Annie Stefano, Head of Education & Enablement at Growth Molecules
11:55 - 12:25
PROFESSIONAL SERVICES &
CUSTOMER SUPPORT TRACK
SESSION: "How AI is transforming the Customer Support role"
Generative AI has enabled the development and implementation of innovative agent technology that is helping companies to transform how they interact with their customers. However, the use of AI Agents not only transforms the customer experience but it also transforms the role of Customer Support. This presentation with talk about the reality of implementing an AI-first strategy at Intercom Customer Support and highlight how the support role has changed and will continue to evolve into the future.

Declan Ivory, VP Customer Support at Intercom
12:30 - 13:00
SESSION: "Product Management and Customer Success, Friends Not Enemies"
CS LEADERSHIP TRACK
When working with customers and addressing their issues product management can often be seen to be a mile away and unwilling to help with the customer issues, but that is not the case, the product team wants to use the insight you can bring, but timing has to be right. Attend this session to hear how you can be best friends. Learn strategies for navigating multi-product environments, leveraging advisory boards, and aligning feedback with product roadmaps. Packed with real-life examples, this session is designed for both seasoned CS professionals and individual contributors looking to enhance collaboration and impact.

John Heald, Global Vice President, Customer Experience, Sales & Service at SAP
12:30 - 13:00
PEOPLE, PROCESS &
OPERATIONAL TRANSFORMATION
TRACK
SESSION: "Data Usage in Risk Mitigation and Value Communication"
This session by Oded Leiba, CCO at Dynamic Yield by Mastercard, focuses on the strategic use of data to identify, assess, and mitigate risks, while also enhancing the way organizations communicate value to stakeholders. By leveraging data-driven insights, businesses can make informed decisions to minimize potential risks and effectively showcase their value proposition. It emphasizes real-world examples, practical tools, and proven frameworks to turn data into a competitive advantage in both risk management and stakeholder communication. In this session, you will learn: how to gather different data sources and use Customer Success teams to generate a playbook and actions based on data; specific methods and tools to start using data for risk management and value demonstration. From startups to large enterprises, leave with a toolkit of strategies adaptable to your organization’s unique needs and data landscape.

Oded Leiba, CCO at Dynamic Yield by Mastercard
12:30 - 13:00
PROFESSIONAL SERVICES &
CUSTOMER SUPPORT TRACK
SESSION: "How Support and Escalation Work Together to Benefit the Customer"
This session will tackle the challenges of how to escalate issue in a timely manner in order to improve the customer experiences and resolution. We will showcase what to do in streamlining support and escalation workflows to ensure timely and expert handling of customer issues. Key takeaways include understanding the importance of utilizing the right channels, clear communication, the role everyone plays, in effective problem management


Dani Schuchman, Group Manager, Escalation Management at Atlassian
James Woolman, Group Manager of EMEA Support at Atlassian
13:00 - 14:00
Lunch & Expo Time
14:00 - 14:40
CS LEADERSHIP TRACK
PANEL DISCUSSION: "Mastering Customer Success Revenue Forecasting: Strategies for Predictable Growth"
In today's dynamic business landscape, Customer Success has transformed from a support function into a critical revenue-generation powerhouse. This executive panel delves into the art and science of turning customer relationships into predictable, sustainable revenue streams. Explore cutting-edge strategies used by top-performing organizations to shift from reactive retention to proactive revenue expansion, leverage data, AI, and predictive analytics to forecast customer value, break down silos between Customer Success, Sales, and Finance, and create holistic, forward-looking revenue models. Gain key insights into how companies are reimagining revenue forecasting, the critical metrics that signal customer growth potential, and how technology is revolutionizing customer value prediction. Walk away with actionable strategies to align your entire organization around customer-driven revenue.

Moderated by Violaine Yziquel, Global VP Customer Success at Staffbase

Keith Pearce, Chief Marketing Officer at Gainsight
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Kathleen Rouse, Founder & Principal at Cultivate CX

Russ Drury, Customer Success at Together AI
14:00 - 14:40
PEOPLE, PROCESS,
& OPERATIONAL TRANSFORMATION
TRACK
PANEL DISCUSSION: "Measuring What Matters: Metrics that Drive Success "
The metrics we track - and how we measure, communicate, and incentivize them - form the foundation of high-performing, value-driving teams. Hear how CS leaders and professionals across different roles, companies and disciplines approach the common challenge of selecting and operationalizing metrics to drive success.
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Moderated by Andrea Spillmann-Gajek, CEO at Success Accelerators

Lindsay Keim, VP of Customer Success International at MongoDB

Charlotte Copper, Vice President Customer Operations at OneAdvanced

Claire Turton, CVP Customer Success at Blue Yonder
14:00 - 14:40
WORKSHOP: "How to Charge for CS So Your Customers Will Want to Buy In"
CS HANDS-ON TRACK
Many companies are attempting to close the revenue gap by charging for Customer Success, but most are making one critical mistake. The right approach can mean the difference between customer churn and customers expressing gratitude while signing up for more. This workshop will guide CS leaders and CSMs through the key steps to get it right: understanding the pros and cons your board and executive leadership weigh when charging for CS, developing a CS product that customers truly value, positioning and pricing it effectively, enabling CSMs to "sell in" and roll it out successfully, tracking and analyzing its performance, and communicating its success to your board.

Jan Young, Founder of StepUpXchange
14:00 - 14:40
PROFESSIONAL SERVICES &
CUSTOMER SUPPORT TRACK
PANEL DISCUSSION: "How to Sell the Value of Professional Services to Every Stakeholder - From Your Customers to Your Board"
As CS professionals, we instinctively know that Professional Services bring value, not only by retaining but also expanding customer partnerships. But how do we demonstrate that value to every stakeholder - from customers, through our business, our partner network, and all the way to investors? Hear from seasoned leaders in Professional Services as they share their lessons in developing professional services and ensuring that they bring long-term profitable growth, We’ll discuss how to calculate expected value, align on the metrics of success that are most relevant to your business, and capacity plan effectively. We'll dive deep into how to build strong partnerships with Sales, CS, and Product, so that you can amplify your impact across the entire business. Finally, we’ll talk about how to set up and enable a Partnerships organisation that becomes a powerful scale engine behind the success of your business.

Morika Georgieva, Global Director, Customer Success at Permutive

Lydia Walpole, Senior Director, Enterprise Success EMEA at Bentley Systems

Stuart Millward, Group Vice President Professional Services at Epicor

David Penberthy, VP Customer Success and International Business Operations, Seismic
14:45 - 15:15
SESSION: "What Next for Customer Success?"
CS LEADERSHIP TRACK
With a backdrop of flat or falling retention, greater pressure on costs and the beast that is AI, an increasing number of CEOs, consultants and even CS leaders are questioning the role of the CSM and the CS department. We take a glimpse into the near term future for customer success and what that means for you.

David Jackson, CEO at TheCustomer.co
14:45 - 15:15
PEOPLE, PROCESS &
OPERATIONAL TRANSFORMATION
TRACK
SESSION: "Driving Value and Growth through Digital Success"
In this session, discover how Okta drives digital engagement, adoption, and growth at scale across its entire customer base. Learn how to deliver Customer Success at scale through effective digital strategies and gain insights into the platforms, processes, and people required to make digital success happen. Don’t miss this opportunity to learn what works and what doesn't to scale and automate solutions that maximize customer outcomes and growth with a look forward to how we're embedding AI to accelerate the experience!

Tom Witczak, Sr. Director, Digital Growth at Okta, Inc.
14:45 - 15:50
CS HANDS-ON TRACK
WORKSHOP: "Expanding Your Remit and Growing Account Value through Customer Advocacy"
Are you a seasoned customer success professional looking to expand your remit and take your impact to the next level? Are you ready to explore the holistic value of your account portfolio beyond renewal and upsells? Customer advocacy strategy is the secret sauce for showcasing the next level of business impact. In this interactive workshop, you’ll explore advocacy methodology and tactical strategies to help customer success leaders and practitioners discover, nurture and activate customers. Together we’ll explore modern practices and real-world examples for seamlessly integrating advocacy into key touchpoints like onboarding, product adoption, troubleshooting, and customer events. We’ll practice designing engagement strategies personalized for your contacts and measuring the impact of your accounts beyond their contract dollar. Customer advocacy isn’t just a buzzword—it’s a proven driver of revenue growth, customer loyalty, brand awareness, efficiency and more.

Liz Richardson, Chief Revenue Officer at Captivate Collective

Deena Zenyk, Chief Customer Officer at Captivate Collective
14:45 - 15:15
PROFESSIONAL SERVICES &
CUSTOMER SUPPORT TRACK
SESSION: "Innovating Professional Services offerings to Drive Customer Success"
This session dives into our company's real journey of transforming our Services to meet the evolving needs of our customers and our business. Beginning as a scale up company, our transition to an Enterprise level business, merging with other companies, sparked an evolution. Hear about our successes and learnings as we strategically expanded the range and depth of offerings to support diverse client needs while maximizing business value of PS. No longer just an overhead cost for the business, learn how we became an important driver of revenue growth earning our seat at the table. Join us to explore how we moved from a limited SKU framework to a broad suite of Professional Services, from specialized consulting to tailored project management solutions. Learn about our approach to service diversification and how its reshaping our teams in a dynamic market.

Phil Davitt, SVP Global Professional Services at Eptura
15:20 - 15:50
CS LEADERSHIP
TRACK
FIRESIDE CHAT: "Customer-Led Growth: Unpacking the Future of Customer Success"
CS has always been hailed as a 'company-wide philosophy' but most still pigeon hole it into a single department. Hear from people who have and are building organisations that build the entire customer lifecycle around measurable results for chosen customers.

Moderated by Peter Lyon, Chief Customer Officer at Wigmore IT

David Jackson, CEO at TheCustomer.co

Alex Farmer, Chief Revenue Officer at Nezasa
15:20 - 15:50
PEOPLE, PROCESS,
& OPERATIONAL TRANSFORMATION
TRACK
FIRESIDE CHAT: "Bridging perspectives: Hiring Through the Eyes of Clients and Candidates"
In this session, we dive into the recruitment journey from both client and candidates perspectives. This fireside chat dives into aligning expectations, understanding challenges and improving the approach from both sides.



Moderated by Marija Skobe-Pilley, Director at Fractional SaaS & Founder of Women in Customer Success
Ben Watkins, Executive Recruiter, EMEA Intrinsic Executive Search
Luke Bartram, Director of Customer Success Recruitment at ABR Talent
15:20 - 15:50
PROFESSIONAL SERVICES &
CUSTOMER SUPPORT TRACK
SESSION: "Professional Services in the AI Age"
AI is the promise of an expert in everyone's pocket - always available, extremely cheap, and with the Internet's worth of knowledge. So....why would anyone pay for a Professional Services consultant instead? Is AI the asteroid coming for the dinosaurs of Professional Services? Lucky for us it's not all doom and gloom, but there is no doubt a need to adapt to the new normal before it impacts your team beyond repair. In this session, we'll be touching on the real (and imagined) threats of AI to services teams, discuss how to future-proof and diversify your revenue streams, and make the most of this changing environment.

Greg Liggett, Head of Professional Services, EMEA at Asana
15:50 - 16:10
Afternoon Networking Break
16:10 - 17:00
PLENARY
KEYNOTE PANEL DISCUSSION: "Keeping the Customer in Customer Success”
The SaaS ecosystem faces the concern that there is a mismatch between customers' desires and expectations from CS teams and what practitioners believe their role should be. In this era of profitable growth and revenue responsibility in CS, staying focused on the voice of the customer and driving true customer centricity is paramount. How do we ensure we keep listening to our customers and don't spend too much time pushing our own companies' agendas? Join seasoned SaaS and CS executives to hear more about how to balance customers' desires with company financial goals and how all levels and roles in post-sales must contribute.

Moderated by Laura Kightlinger, Customer Success Leader and Advisor

Cinthia Silva, ex-Nasdaq, Customer Success Leader

You Mon Tsang, Founder and CEO at ChurnZero
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Chris Regester, Chief Customer Officer at Planhat
17:00 - 19:00
NETWORKING EVENT
LEONARDO ROYAL HOTEL LONDON TOWER BRIDGE