The next era of customer success is waiting to be discovered.

CS is no longer a cost center. It's your most powerful lever for retention, expansion, and long-term revenue growth.

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Pulse is truly inspiring! Exploring the latest strategies and insights across Scaled and Digital Customer Success reaffirmed how exciting it is to be part of this innovative field.

Cooper Roe

Senior Business Operations Strategist, Zendesk

What you’ll walk away with

Frameworks to Drive Retention and Expansion at Scale

Learn how the world’s top CS teams are building proactive motions that reduce churn, accelerate expansion, and align customer success to revenue — so you can walk away with strategies that make an immediate impact on your book of business.

AI + CS Playbooks That Transform How You Operate

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Discover how leading CS teams are embedding AI into their workflows to predict risk, automate touchpoints, and free up their teams to focus on the high-value conversations that deepen relationships and drive growth — without losing the human element that makes CS powerful.

Peer Insights From CS Leaders Who've Been Where You Are

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Go beyond theory with real conversations from CS leaders at companies like yours — sharing what’s working, what’s not, and how they’re navigating the pressure to do more with less while proving the strategic value of customer success to the business.

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We know you’ll love these sessions!

The old CS playbook won't keep up. Uncover the new playbook at Pulse!

MAY 27TH - 10:30AM-11:15AM

Consensus Risk: How BMC Helix Aligned CS and Sales to Drive Retention

Many organizations struggle to align on customer risk across Customer Success and Sales. Without a shared definition, teams operate with conflicting signals, inconsistent escalation, and limited visibility into what’s truly at risk. In this session, learn how BMC Helix built and deployed a Consensus Risk model across Gainsight to create a single, consistent view of retention risk.

MAY 27TH - 4:15PM-5:00PM

Solving the CS “Gray Zone”: A Pooled Model for Mid-Tier Customers

Many CS teams have a “gray zone” of customers too complex for digital programs but too small for dedicated CSM coverage. In this session, learn how Slido built a Pooled CS team and used Gainsight and inSided to shift from reactive support to proactive, scalable engagement. See how the team expanded CSM impact across mid-tier accounts while delivering meaningful customer outcomes without increasing headcount.

MAY 28TH - 11:00AM-11:45AM

Driving Meaningful AI Adoption: Turning Experiments into Real Impact in Post-Sales

AI pilots are everywhere, but meaningful adoption is rare. How do you move from experimentation to sustained impact across Customer Success and post-sales teams? In this session, leaders ahead of the AI curve share how they’re deploying AI and agentic workflows in real-world CS environments.

MAY 28TH - 2:45PM-3:30PM

Turning Conversations into Intelligence: Protecting Renewals Before It’s Too Late

What if your customer conversations could tell you a renewal was at risk before it was obvious? See how Rockwell Automation uses Staircase AI to transform everyday customer interactions into early warning signals for churn, sentiment shifts, and expansion opportunities. Walk away with a proven, scalable blueprint for protecting renewals, accelerating responses, and turning predictive intelligence into real revenue results.

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