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Customer Success Summit

CSS: Teams   |   September 14–16, 2022  |  Miami Beach, FL
Get the best of inspiration and innovation from our 2-day global gathering of expert customer success practitioners and innovative customer journey creators.
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Keynote: Shifting from Acquisition to Value Acceleration: The Future of CS is Composable

Guy Nirpaz

Founder & CEO
Totango

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The Future of Success: Innovation Sneak Peek

Ravit Danino

SVP of Product, Totango

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In It Together: Building a Brighter Customer-Centric Future (Panel)

Panel

Jamie Bertasi, President & COO, Totango
Annie Stefano, Customer Success Consultant and Educator, Growth Molecules, LLC
Carlos Quezada, Head of Digital Services Strategy & Customer Success, Aruba, a Hewlett-Packard Company
Morgan Courtney, Director of Customer Success, TaskRabbit

Insights from the CS Community: Uniting the Entire Business to Drive Impact

Karen budell

Chief Marketing Officer, Totango

Jay Nathan

EVP & Chief Customer Officer, Higher Logic / Gain Grow Retain

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Time for a Checkup: Using Signals to Drive Customer Value and Health

Emilee Marchesiello

Director of Customer Success
ProctorU

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The Gig Economy + Customer Success: The Next Frontier at TaskRabbit

Morgan Courtney

Director of Customer Success
TaskRabbit

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Why Digital-Touch Leads to Extremely Sticky Journeys

Allie Irvin

Global Digital Scale Leader, Customer Success, Extreme Networks

Lindsey Davidson

Global High Touch Leader, Customer Success, Extreme Networks

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Make It Count: The 5 Metrics That Matter

Ella Eng

Customer Success Director, Enterprise Team Lead, Totango

Rachel Timman

Sr. Strategic Program Manager, Varicent

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How Egnyte Used Automation to Refresh Processes and Reach New Heights

Brian O'Keeffe

Digital Engagement Manager, Egnyte

Jennie Hayes

Manager, Customer Success Operations, Egnyte

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Customer Centricity: How Waystar Empowers Cross-Functional Engagement

Joe Tichenor

Senior Client Success Insights Manager, Waystar

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Unlocking Value: How Aruba’s Digital-First Strategy Deepens Engagement

Teresa Chu

Head of Digital Engagement Strategy
Aruba Networks

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Totango Customer Success Visionary Awards

Jamie Bertasi

President & COO
Totango

Welcome to Miami

Dive right into a dynamic, engaging program that’s interactive and community-led so you can create and exchange CS best practices and tools to drive your individual growth and the collective success of our industry.

A collaborative experience
Come together with customer success managers, developers, customer journey designers, and data integration and implementation leads to create unique engagement models that generate customer value. Discover how Composable Customer Success enables organizations to scale and grow through automation, personalization, real-time monitoring, and optimization.

Best of all, it takes place in Miami, a global epicenter of arts, entertainment, creativity, and culture!

CS Summit: Teams – Miami

Get best-in-class coaching

Access powerful insights from industry thought leaders and experts that you can immediately act on to drive growth and better customer outcomes. Plus, get hands-on training and tips from Totango experts.

Work through powerful customer success plays

Dig into real-world scenarios (good, bad, and ugly) and get DIY how-tos that you can drive customer success faster with SuccessBLOC templates and simple automated tools.

It was a great experience. The size was right and very informative. There was also a good amount of time for networking.

Find allies and build bonds

Network, collaborate, and share with your favorite CS peers and new faves. See if your team’s a winner with the Customer Success Hero Awards!

It was such an informative and valuable conference! The speakers were excellent, the content was extremely relative, and the networking was very beneficial.

Live your best life with fun and sun

Enjoy a refreshing, leisurely stay on Miami Beach and explore the arts, architecture, and fashion in the Miami Design District.

Want to speak?

CSS: Teams is an incredible opportunity to share your thought leadership and highlight your company’s offerings to professionals at innovative companies across many industries.

Agenda

Speakers

Warren Macdonald

Keynote Speaker

Jamie Bertasi

President & COO

Karen Budell

Chief Marketing Officer

Claire Carlson

Customer Success Manager

Teresa Chu

Head of Digital Engagement Strategy

Morgan Courtney

Director of Customer Success

Ravit Danino

SVP Product

Lindsey Davidson

Director, Customer Success - Global High Touch Leader

Ella Eng

Director of Customer Success, Enterprise Team Lead

Kristin Hallas

Customer Success Lead,
Mid Market

Jennie Hayes

Manager, Customer Success Operations

Allie Irvin

Director of Customer Success - Global Digital Scale

Kristin Lisson

Director, Enablement &
Customer Training

Emilee Marchesiello

Director of Customer Success

Jay Nathan

EVP & CCO

Guy Nirpaz

Founder & CEO

O'Keefe

Brian O'Keeffe

Digital Engagement Manager

Mike Sturm

Senior Enterprise
Customer Success Manager

Joe Tichenor

Joe Tichenor

Senior Client Success Manager

Rachel Timman

Rachel Timman

Sr. Strategic Program Manager

Katie Yagodnik

Director Customer Success Operations and Digital Programs

Honor the difference makers

Know a person or team that’s crushing customer success? Give them the recognition that they deserve with the Customer Success Visionary Awards!

Want a free trip to Miami?

Compete in the CS Innovation Open Hackathon to see who can build the most innovative customer journey application! The winning team gets an all-expenses paid trip to Miami with lodging and tickets to CSS: Teams, where they’ll be featured during our keynote.
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Get your tickets

Location and accommodations

Enjoy the iconic luxury of Eden Roc Miami Beach! Indulge in beachfront or poolside lounging, a spa retreat, fitness activities, and culinary delights.

Eden Roc Miami Beach
4525 Collins Avenue, Miami Beach, FL 33140

First come first serve so book early!
Select dates range from September 12-16

Book Now

Frequently Asked Questions

Terms of Service

What is the Customer Success Summit: Teams?

Join us in Miami and get the best of inspiration and innovation at Customer Success Summit: Teams! This 2-day global gathering of expert customer success practitioners and innovative customer journey creators is open to any professionals who are passionate about building the future of customer success. Dive right into a dynamic, engaging program that’s interactive and community-led so you can create and exchange CS best practices and tools to drive your individual growth and the collective success of our industry.

At its heart, CSS: Teams is a collaborative experience that unites a wide array of professionals and fosters a world where customer success empowers growth throughout any organization. Come together with customer success managers, developers, customer journey designers, and data integration and implementation leads to create unique engagement models that generate customer value. Discover how Composable Customer Success enables organizations to scale and grow through automation, personalization, real-time monitoring, and optimization.

Best of all, it takes place in Miami, a global epicenter of arts, entertainment, creativity, and culture!

Is this in place of the previous Summit?

In the past 7 years, we’ve experienced tremendous success with our annual conference. To continue the momentum and further enhance the attendee experience, the Customer Success Summit is now split into two smaller events with focused content for specific audiences. We hosted an invite-only Customer Success Summit: Global Executive Forum in March, and this Customer Success Summit: Teams is geared towards practitioners. These new event formats are designed to offer attendees more value, quality connections, and impactful content.

What is the overall audience?

Customer Success Summit: Teams is open to all practitioners from newbies to seasoned CS professionals. The audience includes leading customer-centered organizations, not just Totango customers. In 2019, we saw executives from SAP, Zoom, Oracle, Google, Salesforce, Cisco, HP, NTT, and Autodesk, to name a few. The event earns rave reviews from attendees and an NPS score of 87.

Which topics are covered?

We’ll spotlight a range of topics on how best to drive customer success initiatives, playbooks, and best practices so you can make an immediate impact for your organization. Check out the 2019 agenda for all the topics we shared and watch the highlight video! 

At its heart, CSS: Teams is a collaborative experience that unites a wide array of CS professionals and fosters a world where customer success empowers growth throughout any organization. Come together with CSMs, developers, journey designers, and implementation leads to create powerful experiences that positively impact customer journeys. Discover how agile tools and Composable Customer Success enable organizations to scale and grow through automation, personalization, real-time monitoring, and optimization.

What are the biggest differences between Exec Summit and Teams?

Great question! CSS: Global Executive Forum is an exclusive invite-only event. It’s an intimate event that puts a premium on knowledge sharing with fellow executive-level peers to help drive CS goals forward. 

CSS: Teams is geared towards practitioners. There will be two tracks for learning and creating. You’ll get the best of both worlds as you learn from CS leaders while also getting hands on by creating experiences to address CS initiatives. 

These two distinct event formats are designed with content specifically for each unique audience so attendees derive more value and quality connections while engaging with impactful content.

When is CSS: Teams?

The event officially kicks off on Wednesday, September 14th at 3:00 pm EST and concludes on Friday, Sept 16th at 12:00 PM EST. 

Where is CSS: Teams being held?

Eden Roc Miami Beach

4525 Collins Avenue, Miami Beach, FL 33140

https://www.edenrochotelmiami.com/

What does the event cost cover? 

Event ticket prices cover event attendance to the Welcome Reception, keynote, and all breakout sessions. This includes all meals at the event.

What is included in your registration?

All registration attendees will have access to the Welcome Reception, Keynotes, Breakout Sessions, and all meals. Inculding, continental breakfast, lunch and light snacks as well as cocktail receptions are included with all conference passes.

What is the cost to attend CSS: Teams?

We’re offering bundled pricing which can lower the cost with multiple ticket purchases and single ticket pricing. Listed pricing and can be found on the registration link. 

Ticket sales have been strategically designed to encourage team participation. 

CSS: Teams event will be multi-tracked with best practices, hands-on training, and tactical insights blended with customer implementation stories and networking.  Enjoy a welcome reception on Wednesday, a fun event on Thursday night, and meals included.

What if I only want to attend one day?

CSS: Teams doesn’t offer day passes. You can register and only attend one day if you’d like.

What is the dress code?

No dress code is required. Business casual is generally appropriate for all occasions.

Can I bring a guest?

All attendees must be registered to attend any of the events for CSS: Teams.

What is your COVID-19 policy?

The health and safety of all our guests is our top priority. Proof of being fully vaccinated or presenting a negative PCR test that’s taken within 72 hours of picking up your CSS: Teams badge will be required for admission.

As the COVID-19 requirements for healthy and safety guidelines evolve, these guidelines will continue to be updated to ensure the safest event possible. 

All those planning to attend in-person will be expected to adhere to the following health and safety guidelines outlined below:

All attendees will receive information on how to verify their vaccination status closer to the date of the event to allow a greater number of attendees to receive their vaccines. 

The following FDA approved vaccines are acceptable: AstraZeneca, Johnson & Johnson, Pfizer, Moderna.

Proof of negative COVID test for all in-person unvaccinated attendees. All attendees who do not show proof of vaccination will be required to show proof of a negative COVID test within 72 hours of entrance to CS Summit. Plan to be tested and bring your proof of the negative test with you. **Limited rapid testing will be available at our satellite check-in locations, but do take 15 minutes per person. Plan to wait at least 30 minutes or more to be tested at this location. Those that test positive for COVID-19 will not be permitted entry.**

Temperature checks each day of the event. Everyone attending will be required to undergo a temperature check prior to entry. We will employ various mechanisms to temperature-screen attendees, this will  include passive scanning of all attendees prior to entry to the venue each day. Anyone with a temperature above 100.4 Fahrenheit will not be permitted to attend.

Please note: We are currently monitoring guidance around booster shots and will update our requirements as needed.

What we’re doing to help provide a healthy environment for all: 

  • Our venue will conduct extra sanitizing between sessions and meetings
  • Hand sanitizer will be easily accessible throughout the event space
  • Masks will be available for all attendees
  • We’ll implement frequent wipe downs of all common touch areas each day including door knobs, lecterns, microphones, counters, trash receptacles, screens, water stations, registration tables, keynote chairs, and in and around the bathroom areas

Not feeling well?

For the health and safety of all our attendees, if you have any flu-like symptoms within the 2 weeks prior to the event (fever and a cough, sore throat, runny or stuffy nose) or symptoms related to COVID-19 within the last 2 weeks prior to the event, unfortunately, you will not be allowed entry into the event.  We’re unable to make any exceptions. If sickness prevents you from attending please reference our cancellation policy.  

What if I didn't receive my invitation?

Please reach out to Events and they can help accommodate. 

How do I book a hotel room?

We have secured a group block at Eden Roc.

First come first serve so book early!
Select dates range from September 12-16

Eden Roc Miami Beach
4525 Collins Avenue
Miami Beach, FL 33140