NOVEMBER 14-15, 2023
SAN JOSE MCENERY CONVENTION CENTER | SAN JOSE, CA
NOVEMBER 14-15, 2023
SAN JOSE MCENERY CONVENTION CENTER | SAN JOSE, CA
Acerca de
AGENDA
07:30 - 09:10
Registration, Networking & Breakfast
09:10 - 09:50
Leadership & Empowerment Keynote
KENOTE STAGE
Halls A-B
Moran Samuel - B.P.T, M.Ed., Paralympic Medalist & Inspirational Speaker
09:50 - 10:00
Welcome & Introduction
KENOTE STAGE
Halls A-B
Shiri Levi-Laor - COO, Driivz
10:00 - 10:30
Morning Networking Coffee Break
10:30 - 11:15
PROCESSES & OPERATIONAL TRANSFORMATION
TRACK
Hall A
PANEL DISCUSSION: "Leading Through AI: Change Management in Customer Success"
AI change management isn’t just about technology - it’s about people. In this panel discussion, experienced CS leaders will share real-world stories of how they’ve driven AI-led transformation and adapted to the changes it brings. We’ll dive into what happens after you finalize your strategy, and how to execute change effectively - from motivating CSMs and setting the right milestones to measuring success and setting right KPIs, and aligning your organization structure with your new direction. Walk away with practical insights and a toolkit to lead your team through the AI Era with clarity and confidence.
Moderated by Yoni Voronov - Sr. Director, Global Technical Services, Palo Alto Networks
10:30 - 11:15
CS HANDS-ON
TRACK
Hall C
WORKSHOP: "The Road to a Successful Implementation”
Implementations often face challenges such as misaligned expectations, unclear ownership, or lack of momentum. In this interactive session, we’ll collaboratively explore common implementation pitfalls and share real-world experiences from the group. Through guided conversation and peer exchange, we’ll surface best practices and build a shared understanding of what drives successful outcomes. In this workshop, we will identify common barriers to successful implementation through group discussion, co-create a set of practical principles for leading smoother, more effective implementations, walk away with new perspectives, ideas, and peer insights to apply in your own work. This workshop leverages the Datarails framework, proven to cut implementation time by 50%.
Yuval Cohen - VP of Customer Onboarding, Datarails
10:30 - 11:15
CS HANDS-ON
TRACK
Outdoor Terrace
WORKSHOP: "The Jiu-Jitsu of Customer Success"
In both martial arts and business, the most effective moves aren't about force—they’re about flow. In this dynamic, hands-on session, Sensei Boaz Arbel - 2nd Dan black belt in Japanese Jiu-Jitsu and veteran Customer Success executive - will show you how the principles of Jiu-Jitsu can elevate your customer interactions. Learn how to redirect tension, defuse difficult conversations with verbal deflection, use confident yet non-threatening body language, and turn resistance into collaboration by using your customer’s energy to your advantage. This 45-minute experience will blend mindset, movement, and practical tools to help you build trust, stay grounded under pressure, and succeed with strength and empathy.
Boaz Arbel - Co-Founder & Consultant, Worknet
11:20 - 11:50
PROCESSES & OPERATIONAL TRANSFORMATION
TRACK
Hall A
SESSION: "Designing the Digital CSM: A Blueprint for Building Scalable Success"
As customer expectations evolve and companies scale, the traditional CSM model must adapt. This session explores how HiBob is building a Digital CSM framework that goes beyond reactive support to deliver proactive, scalable, and personalized experiences. In this session, Sivan More and Boris Tamir will walk you through key components including guided free trials for upsell, automated renewal and uplift flows, and the integration of GPT-powered agents and community-led engagement.
Sivan More - VP Customer Success, HiBob
Boris Tamir - Head of Digital Customer Success, Hibob
11:20 - 11:50
CS AS A GROWTH ENGINE TRACK
Hall B
SESSION: "The Value Equation: Monetizing Customer Success Without Losing the Customer"
Should Customer Success be a revenue-generating function - or remain a strategic cost center? In this session, we’ll explore the growing debate around monetizing Customer Success and why more companies are adopting a hybrid approach. We’ll examine how to strike the right balance between free and paid offerings to build a scalable, full-coverage model that is financially sustainable and aligned with the demonstrated ROI of the CS organization. Join us to learn best practices for commercializing parts of your CS motion, how to effectively position and sell value-added services, and practical ideas for packaging your offerings without compromising trust or outcomes.
Ram Menashe - VP, Customer Success, CyberArk
11:20 - 11:50
CS HANDS-ON TRACK
Hall C
MASTERCLASS: "The Commercial Mindset Shift: Empowering CSMs to Think Like Revenue Leaders"
In this 30-minute masterclass, you’ll explore a proven system to turn your CS team into a genuine growth engine. We’ll walk through four interlocking pillars of the framework - Lay the Foundation, Enable Skill Growth, Align with Structure, and Drive with Tools - and then drill into our weekly Opportunity Review process to show exactly how we elevated our CS practice into a proactive, revenue-generating rhythm. You’ll leave with two ready-to-use playbooks (one for CSMs, one for CS leaders), concrete examples from our 3× ARR expansion story, and a clear, step-by-step blueprint for embedding a commercial mindset - without sacrificing the customer-centric heart of CS. Ideal for both individual contributors eager to build revenue confidence and leaders looking to architect lasting, measurable growth.
Dror Sabbag - VP of Customer Success, Surecomp
11:20 - 12:50
CUSTOMER EXPERIENCE & SUPPORT TRACK
King Solomon Hall
SESSION: "AI with Real ROI: How to Spot and Deploy High-Impact Use Cases"
If you’re feeling overwhelmed trying to figure out how AI actually helps your reps level up customer experiences—I hear you. This session isn’t about buzzwords—it’s a clear-eyed look at where the market is at right now, and how to roll out AI with simple use cases where the payoff is clear. I'm Alon Talmor, Ask-AI’s CEO, and I'm going to discuss how CX teams can launch ROI-positive use-cases in weeks (not months). I'll show you hands-on examples of how reps can automate core workflows like summarizing tickets, requesting features, and responding to customers. By the end of this session, you’ll have a clear sense of: the latest advancements in AI for CX teams, a proven process for rolling out AI for your frontline teams in <30 days, practical and immediately actionable AI use cases for your CX teams, watch-outs and pitfalls to avoid.
Dr. Alon Talmor - Founder & CEO, Ask-AI
11:55 - 12:25
CS AS A GROWTH ENGINE TRACK
Hall B
SESSION: "From Insight to Impact: How Customer Success Can Shape Revenue Forecasting"
Customer Success is often underrepresented in executive planning, despite being the function closest to the customer. Without CS insights, revenue forecasting remains incomplete, and strategic growth decisions may rely on guesswork rather than real-time, field-facing indicators. This session will outline the core pillars of CS becoming a core driver of revenue predictability. Discover how to position Customer Success as a trusted source of forecasting intelligence, improve alignment with CFO and CRO stakeholders, and operationalize CS data to drive more accurate, confident financial projections. If you're ready to turn your customers’ insights into business-critical inputs—and elevate CS as a key player in revenue predictability - this session is for you.
Guy Galon - CCO, Obrela
11:55 - 13:00
CS HANDS-ON TRACK
Hall C
WORKSHOP: "AI-Powered Customer Success: Supercharge Your Impact and Efficiency"
Get ready to unlock the future of Customer Success! In this hands-on workshop by Ziv Peled, CCO at AppsFlyer, you'll discover how to harness the latest AI tools, learn how to craft high-impact prompts, manage AI memory for smarter outputs, and choose the right AI models for different scenarios. You'll also explore when to collaborate directly with AI and when to build strategic workflows that multiply your team's effectiveness. Walk away with actionable techniques to transform your day-to-day work and lead your customers - and your career - into the AI-powered future
Ziv Peled - Chief Customer Officer, AppsFlyer
11:55 - 12:25
CUSTOMER EXPERIENCE & SUPPORT TRACK
King Solomon Hall
SESSION: "Revolutionizing Support: How AI LLMs Cut Resolution Time & Boosted CSAT"
Struggling with high ticket volume, slow resolution time, and inconsistent responses? You're not alone. Discover how an AI-LLM transformed these challenges into wins - slashing MTTR, improving CSAT, and dramatically elevating agent performance. You’ll walk away with insights on how to fix knowledge gaps, strategies for balancing automation with the human touch, and a glimpse into the future of AI-augmented support. Join this session to learn how AU10TIX is turning support into a growth engine.
Shachar Kedem - VP Operations and Support, AU10TIX
12:30 - 13:00
CS AS A GROWTH ENGINE TRACK
Hall B
SESSION: "The Bi-Directional Growth Loop: Product Management and Customer Success Synergy Fuels Revenue Growth"
This session will explore how to build and sustain a strong bi-directional growth loop between Product and Customer Success to drive product-market fit, reduce churn, and boost revenue. We’ll start by defining what the growth loop is and why it often fails - highlighting the importance of each team’s contribution and the risks when one is missing. The discussion will cover how early collaboration on product concepts, surfacing customer insights, and addressing friction points can unlock new opportunities. We’ll also look at how aligning product innovation with customer goals, offering early feature access, and leveraging product managers for expansion paths can lead to meaningful growth. Finally, we’ll share practical strategies like advisory boards, strategic “white glove” engagement, and cross-functional rituals that help turn this collaboration into a consistent growth engine.
Karen Geva - VP Product Strategy, SAP Emarsys
13:00 - 14:00
Lunch Break
14:00 - 14:40
PROCESSES & OPERATIONAL TRANSFORMATION
TRACK
Hall A
PANEL DISCUSSION: "Metrics that Move the Needle"
In today’s data-driven landscape, Customer Success leaders are bombarded with dashboards and KPIs - but which metrics truly drive business outcomes? Join this actionable panel discussion as industry experts cut through the noise and share which Customer Success metrics actually move the needle. From adoption scores and net revenue retention to leading indicators of churn and expansion, we’ll explore how to align your team’s goals with meaningful impact.
Moderated by Daniel Goldfeld - VP of Customer Success, Hi Auto
Matan Ilan - VP Customer Experience, accessiBe
14:00 - 14:40
CUSTOMER EXPERIENCE & SUPPORT TRACK
King Solomon Hall
PANEL DISCUSSION: "Scaling Customer Experience Without Losing Touch: Digital CX and the Personalization Paradox"
As digital and AI adoption accelerates, CX leaders are challenged to scale efficiently without sacrificing the human touch customers expect. While automation and self-service drive speed and cost-effectiveness, they can often feel impersonal. This session explores how top teams are finding the right balance - creating digital experiences that still feel personal, integrating AI to proactively engage customers, and building scalable frameworks that preserve empathy. Learn how to personalize at scale, use AI wisely, and deliver standout customer experiences without overwhelming your teams.
Moderated by Sharon Amitai Eli - Head of Customers, BonData
Natalie Margolin - VP Customer Experience at monday.com
Nadav Chomed-Zur - Vice President of Customer Experience, Elementor
14:45 - 15:15
PROCESSES & OPERATIONAL TRANSFORMATION
TRACK
Hall A
SESSION: "Transforming Post-Sale Operations: Leveraging Data & AI for Scalable Growth"
Discover how Logz.ai strategically revamped its post-sale organization by harnessing AI-driven data insights, redefining roles, and scaling efficiently. This session will cover predictive models for risks and opportunities, actionable strategies for AI integration in Support and CS operations, and the necessary training shifts for adopting GenAI tools.
Kobi Malka - VP of Customer Success, Logz.io
14:45 - 15:15
CS AS A GROWTH ENGINE TRACK
Hall B
SESSION: "Unlocking Revenue Growth and retention Through a CS-Led Partner Ecosystem"
What if your partner ecosystem could be your biggest growth engine? In this session, you’ll learn how Customer Success can lead the charge in building a partner strategy that drives revenue, cuts costs, and boosts product adoption. We’ll cover how to gain executive buy-in, scale without sacrificing quality using data and AI, and turn the customer-partner-vendor connection into a catalyst for expansion. Walk away with a blueprint for making CS the hero of your partner strategy.
Ori Horvitz - VP Customer Success & Support, SparkHire
14:45 - 15:50
CS HANDS-ON TRACK
Hall C
WORKSHOP: "From Cost Center to Growth Engine: Transforming Customer Success Team into a Revenue Powerhouse!"
Too many Customer Success teams are stuck in reactive mode - focused on support and implementation. But what if your CS team became one of your company’s top growth engines. In this high-energy, 65-minute workshop, you’ll learn how to elevate Customer Success into a strategic, revenue-driving force. Through proven frameworks, a real-world success story, and hands-on exercises, you’ll walk away with a practical blueprint to: shift from reactive retention to proactive expansion, align CS with revenue goals and business outcomes, boost team efficiency, ownership, and impact. You’ll leave inspired and equipped to lead a high-impact CS transformation. Don’t just support your customers - drive their success and fuel your company’s growth.
Ifat Lev - Customer Success Executive, Advisor & Coach
15:50 - 16:10
Afternoon Networking Coffee Break
16:10 - 17:00
KEYNOTE STAGE
Halls A-B
KEYNOTE PANEL DISCUSSION: "Navigating the Future of the Israeli SaaS Scene: Implications and Opportunities for the Customer Success Community"
The Israeli tech ecosystem is facing a critical moment of transformation. With evolving investor priorities, growing pressure on efficiency, and changing employment dynamics in SaaS, Customer Success leaders are being called to step into a more strategic role. In this discussion, we’ll dive into the current state and future of the local and international tech scene, covering economic and labor market trends, and how B2B client dynamics shape SaaS growth.
Moderated by Varda Tirosh - Chief Customer Officer, Optimove
Shiri Levi-Laor - COO, Driivz
Stay tuned - there’s more great content on the horizon!
Schedule changes may occur due to circumstances beyond our control, but rest assured - we’ll make every effort to deliver equally compelling content