What’s In, What’s Out, and What High-Performing Teams Will Do Differently This Year

Customer Success is entering a new era. The old playbook has officially expired — and 2026 will belong to the teams willing to rethink how they work, how they measure value, and how they partner across the revenue engine. Join us for a bold, unfiltered, and deeply practical session where we’ll break down what’s out, what’s in, and what it actually takes to drive growth in the new year.

We’ll challenge long-held assumptions (yes, even the sacred ones), spotlight emerging habits of high-performing teams, and share the five resolutions every CS leader should commit to in 2026.

You’ll get a preview of shifts like:

• OUT: Using 10 different tools to complete one task → IN: AI as your operational superpower
• OUT: Customer Success Platforms (CSPs) → Customer intelligence and orchestration  
• OUT: 996 burnout culture → IN: Sustainable, systems-powered productivity
• OUT: One-hour executive QBRs → IN: Crisp, outcome-driven check-ins leaders actually want
• OUT: NPS and generic “health scores” → IN: Multi-signal, value-led health

We’ll also cover a few things that are staying the same, and what areas CS should double-down on in the New Year. 

Kick off 2026 with clarity, confidence, and a refreshed CS playbook built for growth!