Last Year’s Agenda


Below was the main agenda and timing for the CS100 Summit 2018. The CS100 Summit agenda gets to the core of what makes customer success really work. Be inspired by the best in customer success. We are currently heads down working on the best CS100 Summit agenda yet.



MONDAY, September 10, 2018

New in 2018 - Two (2 hour) bootcamps—included with CS100 Summit Conference Ticket

9:00am - 10:00am: CS100 Summit Check In, Sundance Rehearsal Hall, East Side

10:00am - 12:00pm: Customer Success Boot Camp #1 - Organizational Success: Talent Matters More Than You Think presented by Andrew Marks, Founder, President, & COOSuccessHacker and Todd Eby, Founder & CEO, SuccessHacker, Sundance Rehearsal Hall, West Side

Noon - 1pm: Lunch, Sundance Rehearsal Hall, West Side

2:00pm - 4:00pm: Customer Success Boot Camp #2 - The Numbers: Mastering the Language of Customer Success Leadership presented by Kristen Hayer, Founder & CEO, The Success LeagueSundance Rehearsal Hall, West Side

6:00pm - 7:00pm: CS100 Summit Check In Sundance Rehearsal Hall, East Side

7:00pm - 9:00pm: Welcome Reception and Networking Event, Sundance Rehearsal Hall

TUESDAY, September 11, 2018

6:30am - 7:15am: Early Morning Mountain Adventure, Mountain Biking, Jogging or Hike (Optional), Meet at Ray's Lift

8:00am - 8:45am: Breakfast and Networking, Sundance Rehearsal Hall

9:00am - 9:15am: Welcome Remarks & Keynote - Customer Success is the Strategy, Dave Blake, Founder & CEO, ClientSuccess, Redford Conference Center

9:15am - 10:00am: Keynote - Red Shoes Living - Award Winning Framework for Customer and Life Success, Lonnie Mayne, Founder & CEO, Red Shoes Living, Redford Conference Center

10:00am - 10:30 am: Keynote - Unifying the Customer Ecosystem, Nicolle Paradise, Sr Director of Customer Experience, ADP, Redford Conference Center

10:30am - 10:45am: Conference Break and Snacks (Networking), Sponsor Hall in the Redford Conference Center

10:45am - 11:05am: Linking Employee Engagement and Customer Satisfaction, Mary Poppen, Chief Customer Officer, Glint, Redford Conference Center

11:05am - 11:25am: The One Question that Will Transform Your Customer Success Strategy, Greg Daines, Founder & CEO, Client Velocity, Redford Conference Center

11:25am - 11:45am: Customer Centricity Electricity - 5 Ways To Rally your Company Around Your Customers, Julie Hogan, VP of Customer Success, Drift, Redford Conference Center

11:45am - 12:15pm: 1st Inaugural Open Mic Session - Raising the Bar in Customer Success Leadership, Dave Blake, Founder & CEO, ClientSuccess, Redford Conference Center

12:30pm - 1:20pm: Lunch and NetworkingSundance Rehearsal Hall

1:30pm - 2:00pm: Scaling Customer Success Your Way, David Sakamoto, Head of Customer Success, Cisco, Redford Conference Center

Customer Success Innovation Sessions - CS Leadership Challenge and Solution Presentations

2:00pm - 2:15pm: Customer Education is the New Customer Success, Bill Cushard, Director of Product Adoption Marketing Learndot by ServiceRocket, Redford Conference Center

2:15pm - 2:30pm: 5 Ways Product Data Can Help Solve Your Customer Visibility Problem, Eric Boduch, Founder & Chief Evangelist, Pendo and Mark Freeman, Director of Customer Success, PendoRedford Conference Center

2:30pm - 2:45pm: The SuccessPLAN Canvas, Aaron Thompson, General Partner, Customer Success PracticesSuccessHacker and Josh Lowy, Founder & CEO, Hugo, Redford Conference Center

2:45pm - 3:00pm: Beyond Proactive: Anticipating Customer Needs, Kristen Hayer, Founder & CEO, The Success League, Redford Conference Center

3:15pm - 5:30pm: Sundance Mountain Activities*, Various Resort Locations

*Activities include Zipline, Mountain Biking, Hiking to Stewart Falls, Spa, Art classes (painting, drawing).

6:15pm - 7:00pm: Scenic Ride (Famous Sundance Tractor) to Dinner, Base of Ray's Lift

7:00pm to 7:50pm: Dinner* at Sundance Grove and Networking, The Grove at Sundance

*Bring warm winter coat and blanket

8:00pm to 9:30pm: Ryan Shupe and the RubberbandConcert Under the Stars*, Famous Sundance Amphitheater

*Bring warm winter coat and blanket

Wednesday, September 12

6:30am - 7:15am: Early Morning Mountain Adventure, Mountain Biking, Jogging or Hike (Optional), Ray's Lift

8:00am - 8:45am: Breakfast and Networking, Sundance Rehearsal Hall

9:00am - 9:05am: Opening Remarks, Dave Blake, Founder/CEO, ClientSuccess, Redford Conference Center

9:05am - 9:45am: Olympic Silver Medalist Skeleton - The Positive Outcome of Perseverance and Grit, Noelle Pikus Pace, Redford Conference Center

9:45am - 10:30am: The Outcomes of Customer Obsession, Gibson Biddle, Former VP of Product, Netflix, Redford Conference Center

10:30am - 11:00am: Salesforce to ServiceNow: Lessons Learned, Dean Robison, SVP, Customer Success, ServiceNow, Redford Conference Center

11:00am - 11:15am: Conference Break and Snacks (Networking), Sponsor Hall in the Redford Conference Center

2018 Customer Success Innovator of the Year Finalist Presentations

11:15am - 11:35am: Account Behavior Formula, Ben Winn, Head of Customer Success, SeamlessMD, Redford Conference Center

11:35am - 11:55am: Pillars of Product Value, Christina Augustine, Chief Customer Officer, BloomReach, Redford Conference Center

11:55am - 12:15pm: Customer Success Fast Track, Tom Sorber, Director of Client Success, Solutionreach, Redford Conference Center

12:30 - 1:20pm: Lunch and WorkshopSundance Rehearsal Hall

1:30pm - 2:00pm: Radical Change: The Strategic, Tactical, and Human Elements of Massive Customer Success Transformation, Peter Armaly, Strategic Advisor, Customer Success, Oracle, Redford Conference Center

2:00pm - 2:30pm: Freedom and Control for Customer Success Leaders, Nils Vinje, CEO, Glide Consulting, Redford Conference Center

2:30pm - 3:00pm: Innovator of the Year Winner Presentation and Closing Remarks, Dave Blake, Founder & CEO, ClientSuccess, Redford Conference Center


We want to thank all attendees, speakers, and sponsors for supporting the CS100 Summit 2018. We could not do it without you. Thank you!


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