Drive retention, expansion, and advocacy through world-class customer success strategies
Customer Success has evolved from a support function to a strategic revenue driver, and the best CS conferences reflect this transformation. These events bring together leaders who understand that retention economics fundamentally change the math of SaaS businesses and that CS teams are increasingly responsible for significant portions of total revenue.
The expansion of Customer Success scope means conferences must address an increasingly diverse set of topics. Traditional areas like onboarding optimization and churn prediction remain relevant, but leading events also cover CS-led growth motions, customer marketing integration, and the evolving relationship between CS and product teams. Look for programs that reflect the strategic elevation of the function.
Metrics and measurement deserve significant attention at CS conferences. The field continues to debate the right KPIs—NRR, GRR, NPS, health scores, time-to-value—and how to implement measurement systems that drive behavior without creating perverse incentives. Conferences that feature honest discussions of what metrics actually predict outcomes provide more value than those presenting simplified frameworks.
The human element of Customer Success shouldn't be overlooked in conference selection. CS professionals face unique emotional challenges—they're often the bearers of bad news to customers and internal teams, they navigate complex relationship dynamics, and they must maintain empathy while meeting aggressive targets. Events that address the soft skills and psychological dimensions of CS work fill an important gap.
Technology plays an increasingly important role in scaling Customer Success, and conferences should help practitioners navigate an expanding landscape of CS platforms, digital adoption tools, and AI-powered solutions. The best sessions provide honest assessments of what technology can and cannot accomplish, helping attendees avoid expensive mistakes and identify tools that genuinely improve outcomes.
Who Should Attend These Events?
CCOs, VPs of Customer Success, CS Directors, Customer Success Managers, Onboarding Specialists, Renewal Managers