Virtual Summit Agenda

Join us on March 4th, all start times are in Pacific Time (PT).

7:30 – 7:40 AM
Meet & Greet
7:40 – 7:45 AM

7:45 – 8:10 AM

Crack the Code to Building a Data Centric Customer Success Organization
Chris Deptula, Enterprise Architect at Hitachi Vantara and Lara Kelsey, Sr Manager CS at Medallia Strikedeck talk about the role data plays in deploying an effective Customer Success organization. 
Success Without a Subscription Model - Not Your Typical CS Organization
Learn how marketplaces deliver and operationalize customer success from Matt Edwards, VP of CS at

8:15 – 8:40 AM

How to Sell as a Trusted Advisor

Learn some pro tips on how to sell as a trusted advisor and operationalize the renewal process with Kristen Hayer, CEO and Founder of The Success League, and Bill Cushard, GM of Service Rocket.

The Sound of Silence (and Other Selection Bias and Churn Demons)
Silence is usually a precursor to churn – learn how to navigate troubled waters with Simona Barcau, VP Customer Success at Cority Software.
8:45 – 9:00 AM
Break + Networking

9:00 – 9:45 AM

Keynote – Customer Success Revelations in a New “Digital-First” World
Join Shreesha Ramdas, SVP and GM of Medallia Strikedeck as he talks about the various ways Customer Success will evolve in 2021 and beyond.
10:00 – 11:00 AM
Keynote: Customer Success at Scale - The Flywheel of Growth and Profitability.

In this keynote presentation, Thomas Lah, the Executive Director of TSIA, will discuss the seven attributes of high growing technology companies, how economic success is moving even more to upsell and cross sell activities, and what Customer Success at scale looks like.

11:00 – 11:15 AM
Break + Networking
11:15 – 11:45 AM
Product Track: CS in a CX-Obsessed World

Rajendran Nair, VP Product, Medallia Strikedeck walks you through all the ways Strikedeck is evolving its award-winning customer success platform to help you deliver world-class customer experiences while elevating the performance of your team. 

11:45 – 12:30 PM
Lunch + Networking

12:30 – 12:55 PM

You can’t Manage what you don’t Measure

Learn how to leverage metrics as a key part of operationalizing your CS organization in order to drive >100% NRR with Paul Reeves, Sr. Consultant at Growth Molecules, and Maranda Dziekonski, Sr. VP of CS and People at Swiftly Inc.

Making Customer Health Score an Operational Reality in a Digital/In-Person Hybrid Environment
Join Suraj Mohandas, VP of CS in conversation with Matt Crego, CIO of Spear Education to learn about operationalizing customer health scores.

1:00 – 1:25 PM

Customer Value Mapping: Helping Customers Find & Achieve Their “Why”
Learn the essential art of value mapping along the customer journey with Kristina Couchon, Director CS & Tim Brigham, CEO at MotivSolutions.
3 Ways to Supercharge Your Customer Success Program
Join Medallia’s High Tech Solution Principal, Marvin Storey, to learn a new strategic approach to improving the effectiveness of your CS organization.
1:30 – 1:45 PM
Break + Networking

1:45 – 2:45 PM

A Board’s Eye View: Metrics That Matter

Join Irene Lefton, Advisor, and CS Consultant, Emilia D’Anzica, Founder and CEO of Growth Molecules, and Lauren Costella, VP of CS at Goodtime as they delve into strategic metrics that matter, and how they change based on company phase and industry.

Enable & Empower Your Team for Success
It is imperative for organizations to invest in Customer Success Enablement. Join Sae Ro, Sr. Manager, CS at Medallia in conversation with Bobby Brown, Global Head of CS, MessageBird, Kristi Faltorusso, Vice President of CS at IntelliShift & Chitra Madhwacharyula, Director of CS, Couchbase as they discuss their strategies.

2:15 – 2:45 PM

Building an effective Customer Engagement Model

Join Cesar Coba, SVP, Customer Success, AvePoint & Corie McKendry, Customer Success Manager, Medallia Strikedeck as they discuss the people, process & technology approach to building a successful customer engagement model.

Setting Up for Success: Leveraging the Parent – Child Relationship Strategy in a Non-SaaS World
Understand customer success in a non-SaaS space, in a multi-layered organization with Jeff Mueller, Dir, CS at Bloom Energy in conversation with Brian Warren, Director of PS at Medallia Strikedeck.
2:45 – 3:00 PM
Wrap up & Announcements
3:00 – 3:30 PM