Customer Success Meetup
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NYC Customer Success Week 2025
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(Event Time Zone)

NYC Customer Success Week 2025

# customer_success_week
# CS Week Main Event
# 2025 CS Week

Join us on September 30th for the ultimate Customer Success gathering! With four stages, 50+ speakers from the world’s top technology companies, and a global community of thought leaders, this one-day event is the must-attend experience for anyone in Customer Success.

Proudly hosted by the Customer Success Meetup—the world’s largest community dedicated to CS—this event is where ideas spark, connections form, and the future of Customer Success takes shape.

Don’t miss out—be part of the event of the year!

Speakers

Kaveh Rostampor
CEO & CO-FOUNDER @ PLANHAT
Sowmya Srinivasan
VP REVENUE OPERATIONS @ HUBSPOT
Melissa Hatter
HEAD OF CUSTOMER SUCCESS, AMERICAS @ STRIPE
Luke Ferrel
GLOBAL HEAD OF CUSTOMER SUCCESS @ DEEL
Kelly Bray
VP CUSTOMER SUCCESS @ VANTA
Katie Palmer
SVP GLOBAL CUSTOMER SUCCESS @ MONGODB
Amanda Kahlow
CEO & FOUNDER @ 1MIND
Tom Ronen
VP CUSTOMER SUCCESS & RENEWALS @ MONDAY.COM
Jess Bergson
HEAD OF CX @ CLAY
Jules Schwerin
PARTNER @ RTP GLOBAL
John Gleeson
FOUNDER & GENERAL PARTNER @ SUCCESS VENTURE PARTNERS
Eugene Lee
PARTNER @ OMERS VENTURES
Eylul Kayin
PARTNER @ GRADIENT VENTURES
Adam Avramescu
VP SCALED CX @ PERSONIO
Christina Meng
CHAMPIONS PROGRAM @ OPENAI
Dee Kapila
HEAD OF SCALED CX @ MIRO
Natalie Wolf
SVP CUSTOMER SUCCESS @ PEOPLE.AI
Junan Pang
VP CUSTOMER SOLUTIONS & SUCCESS @ INTERCOM
Monica Perez
HEAD OF CUSTOMER SUCCESS @ NOTION
Carly Agar
Founder & CEO @ Carly Agar Training
Alison Barrett
HEAD OF SCALED SUCCESS @ AIRTABLE
Jason Hainsworth
SVP, POST SALES @ BILL
Jan Young
Founder @ JanYoungCX
Meghan Haenn
HEAD OF CUSTOMER SUCCESS @ INTERCOM
Rob Hardy
HEAD OF PROFESSIONAL SERVICES @ NOTION
Rachel Provan
Founder @ Provan Success
Frank Bozzo
Sr. Program Mgr @ Mercury
Vijay Mehrotra
PROFESSOR @ UNIVERSITY OF SAN FRANCISCO
Tessa Thorburn
HEAD OF CUSTOMER SUCCESS @ LOOM
Chad Horenfeldt
VP OF CUSTOMER SUCCESS @ SIENA.AI
Marty Kausas
CO-FOUNDER & CEO @ PYLON
Parul Bhandari
FOUNDER @ CUSTOMERXSUCCESS
Maranda Dziekonski
CCO @ FEXA
Lauren Kennedy
HEAD OF GLOBAL CUSTOMER SUCCESS @ 11x
Liz Starling
HEAD OF CUSTOMER SUCCESS @ ANTHROPIC
George Dilthey
HEAD OF SUPPORT @ CLAY
Alison McPhail
Head of Scaled Success @ OpenAI
Rishi Singh
FMR SVP REVENUE & CUSTOMER SUCCESS @ NAVAN
Sabina Pons
CEO & CCO @ Growth Molecules
Jeannine Crispino
SVP, GLOBAL CUSTOMER SUCCESS @ 6sense
Sarah Sherwood
VP, CUSTOMER SUCCESS AND SUPPORT @ TYPEFORM
Kelly Schwartz
DIRECTOR OF RENEWALS & SCALED PROGRAMS @ WRITER
You Mon Tsang
Founder and CEO @ ChurnZero
Michael Edelstein
MANAGING DIRECTOR @ WESTCAP
Lawrence Waldman
Global Head of Client Experience @ GLMX
Jonathan Corbin
CEO & Co-founder @ Maven AGI
Mia Lukic
VP GLOBAL TECHNICAL SUPPORT @ PLANHAT

Agenda

Planhat Main Stage
Opening / Closing
9:00 AM - 9:15 AM
Kickoff
Keynote
9:15 AM - 10:00 AM
What will CS look like in 10 years?
Panel Discussion
10:45 AM - 11:15 AM
Transforming your CS team to be AI-native
Keynote
1:00 PM - 1:30 PM
The future with AI-powered Superhumans
Keynote
2:45 PM - 3:15 PM
Frontier Model Customer Success
Intercom Stage
Presentation
10:15 AM - 10:45 AM
Revenue Without Selling: The Quiet Power of CX in Usage-Based Companies
Presentation
11:30 AM - 12:00 PM
TBA
Presentation
1:30 PM - 2:00 PM
When CS is the focus of your entire company
Panel Discussion
2:45 PM - 3:15 PM
Customer Success Leadership Panel
CX Stage
Panel Discussion
10:45 AM - 11:15 AM
Building Modern Customer Support
Presentation
11:30 AM - 12:00 PM
Beyond the Demo: How Smart Companies Buy AI Tools
Presentation
12:15 PM - 12:45 PM
Educating the Next Generation of CS Professionals
Presentation
1:00 PM - 1:30 PM
CS Ops: From Purchase to Value - Engineered Success
Presentation
1:30 PM - 2:00 PM
Navigating Your Carer in 2025
Presentation
2:15 PM - 2:45 PM
12 months later, building an AI Champions Program
Panel Discussion
3:30 PM - 4:00 PM
CX etera Live! Customer Education / Scaled CX
SuccessVP Stage
Panel Discussion
10:15 AM - 10:45 AM
State of the Industry
Presentation
11:30 AM - 12:00 PM
TBA
Panel Discussion
1:00 PM - 1:30 PM
Roles and Responsibilities: From Pre-sale to Renewal
Panel Discussion
1:30 PM - 2:00 PM
ROI-Driven Customer Success in the Age of AI
Presentation
2:15 PM - 2:45 PM
The Journey of Going Up Market
Presentation
3:30 PM - 4:00 PM
5 Practical Ways AI is Transforming the CSM role
Gallery 1
Breakout Session
10:15 AM - 10:45 AM
Burn the Playbooks
Breakout Session
11:00 AM - 11:30 AM
Workshop: Nail the CS Interview
Breakout Session
1:15 PM - 1:45 PM
The Psychology Behind Customer Resistance: Why Logic Isn't Enough
Breakout Session
2:00 PM - 2:30 PM
Workshop: Sell like a CSM
Breakout Session
2:45 PM - 3:15 PM
Workshop: Build Your Own CX Agent
Breakout Session
3:30 PM - 4:00 PM
TBA

Partners

Title Partners
Gold Partners
Silver Partners
Startup Partners
Starting in 61 days
September 30, 9:00 AM, EDT (Event Time Zone)
Location
225 Liberty St, New York, NY, United States
Starting in 61 days
September 30, 9:00 AM, EDT (Event Time Zone)
Location
225 Liberty St, New York, NY, United States