May 13-14, 2020 // 9am-1pm PT // EVERYWHERE
In 2020, we CHANGED THE GAME and brought Pulse to YOU with an unprecedented digital experience.

Check-out the replay for Pulse Everywhere- the event of the year for Customer Success and Product professionals… EVERYWHERE. Re-live two days of incredible content, virtual networking and digital connections … ALL 100% FREE.

GameChanger Tracks

Pulse Everywhere is All About Changing the Game!

Whether you’re a customer success leader, a new CSM, a seasoned Gainsight admin, a product professional, or anything in between, get ready for two days that will launch you into a new decade of success.

The Next Level Customer Success Team

Best practices to build your team, manage your customers and stakeholders proactively, prioritize more effectively, and accelerate your career in one of the fastest growing professions

The Data-Driven Product Leader

How innovative product leaders are making more usable, impactful products through deep analytics and dynamic in-app engagement.

The Transformational Customer Success Leader

Hear how some of the most innovative leaders in customer success have fostered executive alignment, led transformational change, and inspired customer-centricity across their organizations.

The Customer Success Operations Summit

Connect with groundbreaking operations professionals as they share how they’ve scaled customer success, built an ops engine, and tackled common challenges with data, technology, and more.

Pulse Speakers & Agenda

Day 1

Wednesday , May 13, 2020

Day 2

Thursday, May 14, 2020

9:00 am PT
to
9:55 am PT
Opening Keynotes
Nick Mehta

Chief Executive Officer, Gainsight

Ashvin Vaidyanathan

Chief Customer Officer, Gainsight

Kellie Capote

Vice President, Customer Success, Gainsight

Erin Siemens

SVP, Client Success, ADP

Kevin Meeks

Vice President, Global CSM and Renewals, Splunk

Fred Muller

Managing Director, WW Customer Success, Citrix

5 MINUTE BREAK
10:00 am PT to 10:35 am PT
Track 1: The Next Level Customer Success Team
Managing Uncertainty: Why Customer Success is Existential
Ashvin Vaidyanathan

Chief Customer Officer, Gainsight

Ruben Rabago

Chief Strategist, Gainsight

Track 2: The Transformational Customer Success Leader
End-to-End Success: How Splunk Integrates Value Across Sales, CS, and Product
Kevin Meeks

Vice President, Global CSM and Renewals, Splunk

Emily Ryan

Director, Success Management Strategy & Operations, Splunk

Track 3:The Data-Driven Product Leader
Managing Uncertainty: How to Focus Your Product Strategy
Melissa Perri

Founder and CEO, Produx Labs

Track 4: The Customer Success Operations Summit
Change Management 101 : How athenahealth Drove Gainsight Adoption and ROI
Laura Salonga

Sr. Manager of CSM Operations, athenahealth

5 MINUTE BREAK
10:40 am PT to 11:15 am PT
Track 1: The Next Level Customer Success Team
Building Accountability Through Healthscores, KPIs and Processes
Alyssa O'Connell

Customer Experience Operations Manager, Flatiron Health

Jed Stone

Account Manager, Flatiron Health

Track 2: The Transformational Customer Success Leader
The Tableau Blueprint: Driving Outcomes Around a Maturity Model
Jenny Beazley

Senior Director of Worldwide Customer Solutions Programs and Operations, Tableau

Lisa Flotlin

Customer Solutions Program Manager, Tableau

Track 3: The Data-Driven Product Leader
Driving Adoption by Scaling In-App Guidance Capabilities Across Your Team
Julie Johnson

Senior Manager, Product Adoption, Adobe

Track 4: The Customer Success Operations Summit
Set Up for Success: Building a CS Organization and Setting Up Your Team to Win
Sonam Dabholkar

Director, Customer Success Operations, Gong.io

5 MINUTE BREAK
11:20 am PT to 11:55 am PT
Track 1: The Next Level Customer Success Team
Managing Uncertainty: Building a CS Org to Handle Scale and Unpredictability
Bobby Cooper

Sr. Director of Customer Success, Weave

Track 2: The Transformational Customer Success Leader
Managing Uncertainty: Reducing Revenue Leakage through Optimized Renewals
Ben Michael

Director of Customer Success, Jamf

Track 3: The Data-Driven Product Leader
What Does Being “Data-Driven” Mean and How To Do It with Gainsight PX
Sabina Pons

Vice President of Client Success & Support, Mavenlink

Harris Eilenberg

Manager of Client Success & Operations, Mavenlink

Jared Haleck

Senior Vice President of Product , Mavenlink

Track 4: The Customer Success Operations Summit
The Importance of Tech Touch in a Distributed World
Keith Mattes

Technical Program Specialist and Gainsight Admin, Rapid7

Aurélia Wollen

Strategic Consultant, Gainsight

5 MINUTE BREAK
12:00 pm PT
to
1:00 pm PT
Gainsight Product Innovation Keynote
Nick Mehta

CEO, Gainsight

Karl Rumelhart

Chief Product Officer, Gainsight

Maksim Ovsyannikov

SVP, Products, Gainsight

Denise Stokowski

Group VP, Platform Products, Gainsight

9:00 am PT
to
9:55 am PT
Opening Keynotes
Lorna Henri

VP, TAM & Support, Mapbox

Kristi Faltarusso

VP of Customer Success, VTS Intellishift

Jared Lees

Director, Product Adoption, Adobe

Eduarda Camacho

Executive Vice President, Chief Customer Officer, PTC

Kim Peretti

Global VP, Customer Success, Adoption and Enablement, DocuSign

Greg Schern

Senior Vice President, Customer Success, PTC

5 MINUTE BREAK
10:00 am PT to 10:35 am PT
Track 1: The Next Level Customer Success Team
Tackle Your Long-Tail: How 8×8 Scaled CS Through a Holistic Tech-Touch Strategy
Samuel Wilson

Chief Customer Officer and Managing Director of EMEA, 8x8

Track 2: The Transformational Customer Success Leader
My 3rd Ride With Gainsight And What I’ve Learned
Jill Favro Sawatzky

VP, Head of Customer Advocacy & Success, Commvault

Track 3: The Data-Driven Product Leader
Day in the Life of a Product Leader: How I Drive Sustained Adoption with Gainsight PX
Sarah Anderson

Director of Product, Email on Acid

Track 4: The Customer Success Operations Summit
How PTC Launched a Pooled CS Model in Gainsight to Deliver Outcomes at Scale
Matt Bielak

Sr. Manager, Customer Success, PTC

Scott Trimmer

Sr. Manager, IT Global Business Services, PTC

Track 5: Gainsight Innovation Showcase
Gainsight Platform Innovation
Sailaja Marasanapalle Kalle

Associate Director of Product Management, Gainsight

Rakesh Reddy Kondam

Senior Product Manager, Gainsight

Preethi Susan George

Product Manager, Gainsight

5 MINUTE BREAK
10:40 am PT to 11:15 am PT
Track 1: The Next Level Customer Success Team
Managing Uncertainty: How Glint Delivers a WOW Experience at Scale via a Non-CSM-Managed Model
Mary Poppen

Chief Customer Officer, Glint

Stephanie Gerpe

Head of NA Customer Success, Glint

Valery Skvirskaya

Customer Success Operations Manager, Glint

Thuy Koo

Manager, Customer Success Operations, Glint

Track 2: The Transformational Customer Success Leader
CX Insights: Turning NPS Feedback Into Insights For Our C-Suite Through Effective Storytelling
Isaac Vaughn

SVP, Business Operations, Zenefits

Sarah Trott

Director Business Operations, Zenefits

Track 3: The Data-Driven Product Leader
Analytics 201: The Reports You Need to Advance as a Product Leader
Jeff Shelton

VP of Product, RingDNA

Track 4: The Customer Success Operations Summitt
Leaders are Better Together: Why a Strong CS+Ops Partnership at the Top is a Key Ingredient to Successful Transformation
Stephanie Berner

Global Head of Customer Success, LinkedIn Sales Solutions

Bo Sun

Global Head of Customer Success Strategy & Operations, LinkedIn Sales Solutions

Track 5: Gainsight Innovation Showcase
Show Me the Money with Customer Cloud!
Nitisha Rathi

Principal Product Manager, Gainsight

Minh Phan

Sr. Director, Product Management, Gainsight

Aditya Marla

Principal Product Manager, Gainsight

5 MINUTE BREAK
11:20 am PT to 11:55 am PT
Track 1: The Next Level Customer Success Team
How to Deliver Quick Wins and Sustained Value Through Your Customer Success Platform
Rosa Gandler

Sr. Operations Manager, Customer Success, Greenhouse Software

Calvin Multanen

CS Operations Manager, Greeenhouse Software

Track 2: The Transformational Customer Success Leader
Customer Success In The Channel: How VMware Operationalizes Outcomes For Partners And Customers At Scale
Phil Pergola

Sr. Director of Customer Success, CloudHealth, VMWare

Track 3: The Data-Driven Product Leader
Driving End-to-End Success For Your New Feature Launch With Gainsight PX
Al Bsharah

VP Product Operations, Seismic

Lauren Stefano

Customer Marketing Director, Seismic

Track 4: The Customer Success Operations Summitt
How to Scale Onboarding Through Journey Orchestration
Simi Kacker

Business Analyst, Customer Success, Workday, Inc.

Nancy Bray

Customer Survey Program Manager, Workday, Inc.

Track 5: Gainsight Innovation Showcase
Thank you, NXT: An Admin’s Perspective on Upgrading Gainsight’s New Platform
Marie Forshaw

Sr. Director of Platform Management, Upgrades, Gainsight

Leslie Smith

Lead Customer Success Analyst, Citrix

Denise Woodward

Principal Program Manager, Citrix

5 MINUTE BREAK
12:00 pm PT
to
1:00 pm PT
Closing Keynotes
Nick Mehta

CEO, Gainsight

Bill Patterson

EVP and GM, CRM Applications, Salesforce

Karthik Chakkarapani

VP, Customer Experience Digital Transformation & Technology, Cisco

Janine Sneed

Global VP, Customer Success, IBM

Chris Bates

Global Vice President, Customer Success, Tableau

Jenny Beazley

WW Customer Solutions Programs & Operations, Tableau

Sponsors

GAMECHANGER SPONSORS

VISIONARY SPONSORS

Frequently Asked Questions

WHAT IS PULSE EVERYWHERE?

Pulse is the largest annual gathering of Customer Success and Product Management professionals in the world. Over the last six years, it’s grown to more than 5,500 attendees from six continents gathering in the San Francisco Bay Area for three days of networking and education with fellow industry leaders and colleagues. 

In 2020, Pulse went virtual with Pulse Everywhere. We CHANGED THE GAME to bring Pulse to YOU with an unprecedented digital experience.

WHEN IS PULSE EVERYWHERE?

Pulse Everywhere took place May 13-14, 2020. But don’t worry if you missed it – all of the content is now on-demand for your viewing pleasure!

WHERE IS PULSE EVERYWHERE?

Everywhere! This year, Pulse is 100% online. We’ll send more info soon on how to login to the live event.