BIG RYG 2022 brings top decision-makers  to where the biggest decisions are made.

2022 Keynote Speakers

              Gabby Wong                                       CEO                             FranConnect

              Jim VandeHei               Co-Founder and CEO  Axios

   Yanique Grant     Customer Experience Specialist Navigating the Customer Experience

Adrian Brady-Cesana Founder & Chief Experience Officer CXChronicles

            Kenny Groom                 Founding Member of Success in Black  & Founder Beyond Normal Media

Jeff Kushmerek_Circle

                      Jeff Kushmerek                                            CEO                             Infinite Renewals

Arch Shetty_Circle

                          Arch Shetty                                  Head of Customer Services        Asana

Stephanie Berner_Circle

             Stephanie Berner          Global Head of Customer Success     LinkedIn Sales Solutions

andrew fink_Circle

                      Andrew Fink                               Head of Customer Success           6 River Systems

This two-day in-person event is tailored for Customer Success leaders. There is no selling and no fluff. Just an open exchange of ideas to help you and your team succeed.

Our mantra for this conference is speak simply, be real and challenge the audience. We focus on delivering content that opens new perspectives around what’s possible with Customer Success, provides tactical answers to your most pressing challenges, and explores what it takes to run a modern Customer Success organization.

Get together with Customer Success leaders.
Share ideas. Get answers.
Make meaningful connections
Have fun

Learn more: A letter from our CEO

RYG = red, yellow, green: the common indicators of customer health. Successful customers are the heart of our business. Let’s keep them in the green. 

Who is it for?

ChurnZero’s BIG RYG 2022 is a two-day educational and networking event for Customer Success leaders.  Join an engaged community of Customer Success thought leaders, product experts and senior executives to learn and make genuine connections with the best of the best. 

Learn

Build your expertise. BIG RYG 2022’s two-day program includes hyper-workshops, facetime with CS experts, peer-led panel sessions, captivating keynotes and focused breakout sessions to take your team to the next level.

Connect

Build your network. With hundreds of attendees, an evening networking event, CS office hours and more, BIG RYG 2022 comes packed with opportunities to meet new professional contacts and industry experts.

  • 00Days
  • 00Hours
  • 00Minutes

SPEAKERS

Speak Simply, Be Real, and Challenge the Audience

AGENDA 

Day One: October 12, 2022

Get on the fast track to success with our hyper-workshops. These 90-minute sessions are led by Customer Success experts and deliver both strategic guidance and tactical recommendations on how to drive revenue, increase efficiency and deliver exceptional client experiences. 

Registration and welcome breakfast
  • 8:00 - 9:00 AM

Registration and welcome breakfast

Fuel up at our welcome breakfast in advance of your full day of workshops.

  • All day

Office hours with a ChurnZero CSM

Stop by or schedule a time to work one-on-one with a ChurnZero Customer Success Manager.

  • 9:00 AM
  • You Mon Tsang, CEO & Founder, ChurnZero; Abby Hammer, Chief Product Officer, ChurnZero
  • The Arlington Forum

Welcome and opening remarks

  • 9:15 AM
  • Gabby Wong, CEO, FranConnect
  • The Arlington Forum

The new “C” in CEO

Customer-centricity works best when it starts from the top—and, as more companies realize it, a new path to the CEO position is opening. Discover how to blaze your trail from Customer Success to Chief Executive Officer with Gabby Wong, CEO of FranConnect. You’ll learn how Gabby built opportunities, overcame obstacles and brought the voice of the customer to her role as CEO—and how you can do it too.

  • 10:30 AM
  • Bryan Neale, Founder, Blind Zebra
  • Observation Hub South

Are you recession ready?

Over the last decade, the Customer Success profession has experienced high growth alongside a high-growth economy. It is likely that most of your CS team has never been in a CS function during a financial downturn and may not be ready to address the challenges. Are they prepared to navigate price pressure during renewals or mass cancellations? Take an assessment to uncover your team’s level of CS readiness and learn actionable tactics to stay strong in any economic environment.

  • 10:30 AM
  • Kristen Parody, Sr. Consultant of Strategic Services, Higher Logic Vanilla and Erin York, Associate Consultant, Higher Logic Vanilla
  • Observation Hub North

Business success: drive powerful customer engagement through community

Your customers are talking but are they talking to you? With the increasing benefits of having engaged customers – retention, loyalty, a superior product, advocacy, stronger brand - companies must find ways to better connect, serve, and support their customers. Join Higher Logic consultants Kristen Parody and Erin York as they share the value proposition of leveraging online community for business success. Customer Success Leaders will leave equipped with a better pulse of the state of their customer engagement and prepared to start a knowledgeable conversation around the value of community with relevant stakeholders within their organization.

  • 10:30 AM
  • Sheik Ayube, VP of Business Development, ESG; Jordan Olivero, Executive Customer Success Consultant, ESG
  • Colonial Hub

Financial modeling for Customer Success: from the top down and the bottom up.

In a world where the competition becomes better equipped by the day, why do we still neglect much of our customer base from the appropriate engagement they desire? Inefficient use of existing resources is a common culprit. We will work through top-down and bottom-up resource planning to help you optimize the fundamental building blocks required to scale, close coverage gaps and improve future resource requests. We’ll discuss segmentation, tiering, and capacity model strategies, with workbooks you can populate with your data during or after the session.

Lunch
  • 12:00 PM

Lunch

Refuel and recharge over lunch following a morning of learning

  • 1:00 PM
  • Emilia D'Anzica, Founder and Managing Director, Growth Molecules; Annie Stefano, Customer Success Consultant, Growth Molecules
  • Observation Hub South

How to build an actionable customer health scorecard.

Did you know you can build a health score that is 87% accurate? We determined 26 data points that will enable you to accurately forecast renewals. Find out the most impactful customer metrics, how to collect them, and how to use customer health data to motivate your team and increase your influence with the C-suite and board members.

  • 1:00 PM
  • Kristen Hayer, CEO, The Success League
  • Observation Hub North

Driving top performance through variable compensation

Variable Compensation can be a strong behavior driver, or a complete disaster, and it’s all in the execution. Compensation plans with a variable component are now the most common type across customer success teams. In order to create a variable plan that drives top performance you’ll need to consider things like timing, percentages, plan structure, and value. This workshop provides a model for building a variable plan that will not only create a performance culture on your team but help your finance and HR teams get comfortable with the plan.

  • 1:00 PM
  • Alli Tiscornia, Chief Customer Officer, ChurnZero; Naomi Aiken, Director of Customer Operations & Enablement, ChurnZero, Bree Pecci, Team Lead Customer Success Enablement, ChurnZero; Kaylin Law, Manager of Professional Services, ChurnZero
  • Colonial Hub

Lessons Learned from a big a$$ book shift

  • 2:45 PM
  • David Ball, Director of Solutions Engineering, Skilljar; Laura Wise, Presales Solutions Engineer, Skilljar; May ElHattab, Director of Customer Success, Skilljar
  • Observation Hub South

Building a customer education strategy to scale Customer Success and support.

Trained customers are your best customers. They engage more with your products, churn less, are more satisfied, and enable you to cultivate meaningful, long-term relationships with them.  Learn how to build a customer education program to support the scaling of your Customer Success and support functions and ensure you are providing the best possible customer experience. We will walk through a simple framework that uses customer journey mapping to identify your biggest scaling challenges and help you create a self-serve education strategy.

  • 2:45 PM
  • Aaron Thompson, Chief Revenue Officer, SuccessCOACHING; Angelika O'Reilly, Head of Customer Success, SuccessCOACHING
  • Observation Hub North

Customer discovery: How to ask the right questions.

Understanding how to get to the root cause of a customer's pain point is critical in finding new ways to expand accounts. Asking the right questions at the right times in the customer lifecycle, will unlock account expansion opportunities by surfacing pains you can help them relieve and the gains you can help them achieve. This hands-on workshop will teach the right and wrong ways to deliver an effective customer discovery session. It will include role playing opportunities as well as individually written outcome discovery.

  • 2:45 PM
  • Sheik Ayube, VP of Business Development, ESG
  • Colonial Hub

Measuring cross-functional health between Customer Success and your peers.

As a CS professional, silos aren’t good for you, but they are especially bad for your customers. When teams don’t talk to each other, it’s your customers’ experience that goes down the drain. Breaking through silos might feel too big to tackle on top of everything else you’ve got going on, but understanding how effectively you really are at working across departments is the first step to knocking down those walls. Together, we’ll work through a cross-functional health assessment, evaluating your relationship with sales, marketing, product, support and operations. You’ll walk away with a set of questions to take back to your counterparts so you can measure if both teams acknowledge equally what works and what needs work.

  • 4:30PM
  • The Arlington Forum

Top 5 most controversial topics in Customer Success

Q&A Panel

Networking reception hosted by Intellum and evening event hosted by Northpass
  • 5:00 PM - 7:00 PM

Networking reception hosted by Intellum and evening event hosted by Northpass

Join us for a networking event hosted by Intellum and an evening event hosted by Northpass following your day of learning.

Day 2: October 13, 2022 

Registration and breakfast
  • 8:00AM - 9:00AM

Registration and breakfast

  • all day

Office hours with a ChurnZero CSM

Stop by or schedule a time to work one-on-one with a ChurnZero Customer Success Manager.

  • 9:00AM
  • You Mon Tsang, CEO & Founder, ChurnZero; Abby Hammer, Chief Product Officer, ChurnZero
  • The Arlington Forum

Welcome and opening remarks

  • 9:15AM
  • Jim VandeHei, Co-Founder and CEO, Axios
  • The Arlington Forum

The brilliance of brevity

To earn trust and build repeat business, be brief, says Axios founder Jim VandeHei. Since 2017, Axios has earned millions of subscribers and hundreds of millions in revenue by keeping things short and to the point—and you don’t need to be in journalism to benefit from the same approach.

  • 10:30 AM
  • Michael Gaspar, Head of CX Customer Office, SAP
  • Observation Hub South

Being a magnet for fearless talent: creating a team that adds exponential Value In Today's Ever-Changing World

Michael Gaspar, Head of the CX Customer Office, SAP CX works to ensure a remarkable experience for customers. Michael comes to SAP with a unique combination of experience including military aviation with the USAF and leadership/sales excellence with Cisco, NTT, Salesforce, and Tesla. Michael’s experience has honed his ability to execute results in high-speed environments and with operational discipline – and he does so with conspicuous energy and optimism. Michael will discuss leveraging and growing talent as a strategic competitive advantage and how this approach has allowed him to attract and retain fearless talent over the years. He will also address issues that face modern-day leaders in today's ever-changing world.

  • 10:30 AM
  • Peter Armaly, VP of Customer Success, ESG
  • Observation Hub North

Winning through persuasion, not subterfuge.

The Customer Success leader's conventional approach for winning over peer executives is to try to secure the endorsement of a C-level executive in the hope that person will influence others within the business. This can be frustratingly slow and may create friction between organizations. Learn how to develop strategies with specific tactics that will result in a tipping of the momentum toward customer-centric decision-making. Key takeaways include learning the ability to drive cross-organizational change and improving the odds of successfully winning over peer executives using the same voice of the customer methods you use now for understanding and persuading your customers.

  • 10:30 AM
  • Ryan McKeown, Director of Implementation, Higher Logic Vanilla
  • Colonial Hub South

How to reduce time to value by 40%.

You know how important it is to get customers up and running quickly. The “aha moment” is a key milestone in your customer success strategy. If you haven’t been working to reduce the time it takes your customers to get to that moment you absolutely should be. The shorter the time to value, the better your chances are to retain customers.  Learn how Higher Logic blasted through roadblocks to reduce time to value by 40%. We will discuss mapping processes to timelines, phased launch approaches and how to proactively manage customer-caused delays to meet ambitious timelines.  

  • 10:30 AM
  • Srikrishnan Ganesan, CEO & Co-founder, Rocketlane
  • Colonial Hub North

Building an offensive approach to Customer Success.

The co-founder of Rocketlane discusses the essentials you need in place to get more upsells and cross-sells, increase net revenue retention and create an army of customer advocates. It all starts by playing offense more often. Learn how to build an offensive strategy that delivers the ‘wow’ moments for your customers, while unlocking growth by tapping into expansion opportunities.

  • 11:30 AM
  • Deborah Gilboa, Resilience Expert, Ask Doctor G
  • Observation Hub South

From stressed to resilient: helping customers navigate change and take action.

Uncover the role stress is playing in human reaction and provide evidence-based strategies to overcome that stress and draw out empathy and partnership in even the toughest of interactions. Dr. G will clearly outline the brain science that leads people to feel threatened when they need to navigate a change of any kind --- especially as it relates to purchasing or technology --- and how to use that knowledge to better serve your customers.  You will learn the skills that every individual has to make them more resilient, and how to use those skills to help employees, colleagues, and customers find and build that resilience in order to recognize their own satisfaction in the work that you and your team are doing.

  • 11:30 AM
  • Allison Bruce, Vice President of Customer Success, EverCommerce; Kathy Isaac, Vice President of Customer Success, Carbide; Swati Garg, Founder & CEO, Melo Associates
  • Observation Hub North

Building out a CSM team.

Transform your CS team into revenue drivers. We will walk through examples of some of the most successful CSM teams who consistently generate more revenue from upsells than their peers on the sales team. You learn what metrics should you be tracking, what training is needed, and how do you get over the "but I don't want to be a salesperson" objection.

  • 11:30 AM
  • Monica Trivedi, Senior Director of Customer Success, Building Engines/JLL
  • Colonial Hub South

Top three things to do to as CS leader to leverage your seat at your table as a CS leader

Getting a seat at the table for a Customer Success leader requires the ability to demonstrate quantitative/qualitative value to each leader in your business and improve processes that will help them and their teams. This session will explore what CS leaders should do to show the value to each business leader that will ultimately improve the customer journey and increase the influence of CS organizations. You will learn proven, practical tactics including developing product feedback loops, creating Customer Success win stories, improving support and onboarding processes, and developing CS-led opportunities.

  • 11:30 AM
  • Joel Passen, Co-Founder, Sturdy
  • Colonial Hub North

Build more durable customer relationships and increase dollar retention with data hiding in plain sight.

Customers give us information to run our businesses better, predict churn, capture references, get in front of renewals, and prioritize features, yet these critical signals are trapped and gathering digital dust in dozens, if not hundreds of data silos. Learn how you’ll learn how innovative leaders are gathering that data and empowering their teams to transform customer feedback into actionable insights used to build more profitable customer relationships and lift net dollar retention (NDR). You'll also get the top three things within customer feedback that lead to churn and how to prepare your team to address them.

Lunch
  • 12:15 PM

Lunch

Refuel and recharge over lunch following a morning of learning

Networking Hour
  • 1:15 PM

Networking Hour

  • 2:00 PM
  • Alli Tiscornia, Chief Customer Officer, ChurnZero; Abby Hammer, Chief Product Officer, ChurnZero
  • Observation Hub South

How to work with your product team

  • 2:00 PM
  • Hannah Anderson, Sr. Implementation Manager, Skilljar
  • Observation Hub North

Building onboarding programs your customers will want to steal.

Customer onboarding is typically identified as the most critical part of the customer journey. It is said that renewal decisions are often made within the first 90 days. Unfortunately, many companies overwhelm, underwhelm, or confuse their customers during this process. With so much on the line, how do you develop onboarding programs that delight your customers, make them successful, and teach them how to champion your product? Dive into the key elements that make up a successful customer onboarding program and help you avoid critical pitfalls. This includes segment-specific strategies, one-to-many programs, building a journey map within implementation, and more.

  • 2:00 PM
  • Allastair Meffen, VP of Customer Experience, Definitive Healthcare; Parul Bhandari, Director of Customer Success, Aclaimant
  • Colonial Hub South

Keeping your customer health program simple but effective 

Are your customer health programs working? We had to take our red account process back to the drawing board because it wasn’t being used by our team -- it was just too cumbersome. Fast-forward six months, and we have a new streamlined approach that eliminated the fluff and just gave our CSMs the ability to do what they do best, deliver value to our customers. Learn how to listen to your data to develop simple, effective health programs that work for your customers and your business.

  • 2:00 PM
  • Aaron Thompson, Chief Revenue Officer, SuccessCOACHING
  • Colonial Hub North

Outcome-based selling: How to sell and remain the trusted advisor.

Find out what it means to be an "outcome aligned" organization. Specifically, what it means to market, sell, and deliver on what your company's products or services do, vs. what they are. As Customer Success leaders, we're afforded a unique perspective into our client's wants, needs, and pain points. Often times those can lead to account expansion opportunities. Outcome-based selling (OBS) lets you expand these accounts while remaining the client's trusted advisor. Attendees will leave understanding the core fundamentals of Outcome-based selling and receive a free tool to get started.

  • 3:00 PM
  • Dustin Amrhein, VP of Customer Experience, Pendo
  • Observation Hub South

Product-led customer success at scale

Scaling customer success is necessary, but it’s not easy. With continued growth, coverage models shift and customers feel the “pain” of driving efficiency. But how can we make it less painful – for us AND them? In this session, you’ll hear from customer success leader, Dustin Amrhein, GVP of customer experience at Pendo, about how his team innovated to engage with even more customers, without sacrificing customized service.

  • 3:00 PM
  • Robyn Hazelton, VP of Growth, Intellum
  • Observation Hub North

Technology will not solve your customer education problem, but better education strategy will.

We all agree that a successful customer journey hinges largely on continuous product education. Multiple technology providers now offer customer-focused solutions that empower you to deploy and track this content. But, technology will not make your education initiative successful. Successful customer education requires a solid education strategy. Robyn and Ruben will reveal, step-by-step, how companies like Google, Meta, Twitter, and many others use learning science and education strategy to tie the consumption of content to business objectives like retention and revenue.

  • 3:00 PM
  • Oliver Silva, Director of Client Solutions Success, Casepoint; Jessica Robinson, VP of Operations, Casepoint; Dave Epperly, Director of Customer Success Operations, Red Canary; Zoe Stewart, Manager, Client Experience & Operations, Talech
  • Colonial Hub South

Building the plane while flying: accelerating Customer Success operational maturity.

Learn how these leaders transformed an inexperienced team at an immature company within an industry that had minimal Customer Success, into a relatively mature team operating efficiently and effectively all while doing business as usual. We will discuss the Customer Success program we built, and the CS maturity model we used to accelerate that build and provide results to our executive stakeholders. Central to this strategy was the early implementation of CS technology.

  • 3:00 PM
  • Kristen Hayer, CEO, The Success League
  • Colonial Hub North

Driving performance with a remote team. How to be a highly effective manager.

Over the past two years, managers who relied on "walking around" began losing touch with their remote team members. As a result, performance declined, morale declined and their authority as managers weakened. This session will cover the foundations of effective people management and will provide a path toward stronger performance and happier teams. You'll learn the difference between being a micromanager, a weak manager and an effective manager; how to set goals that encourage performance; and you'll get the practical tools and tactics for leading in a remote environment.

  • 4:00PM
  • Kenny Groom, Founding Member, Success in Black; Yanique Grant, Customer Experience Specialist, Navigating the Customer Experience; Adrian Brady-Cesana, Founder & Chief Experience Officer, CXChronicles
  • The Arlington Forum

The Future of Customer Success: Podcast Panel

Leading Customer Success podcasters Adrian Brady-Cesana (CX Chronicles), Yanique Grant (Navigating the Customer Experience) and Kenny Groom (Beyond Normal) join forces to answer the most pressing questions facing the CS industry.

Day 1: Pre-Conference – Hyper-Workshops

October 6th, 2021 

Get on the fast track to success with our Pre-Conference Hyper-Workshops. Whether your Customer Success team is well seasoned, or newly established, these workshops will arm you with the know-how to deliver exceptional client experiences. 

This pre-conference half day will feature expert-led sessions, comprising of both strategic guidance and tactical recommendations. 

Available with Premium Access tickets 

Registration Opens and Welcome Lunch
  • 12:00 PM
  • The Gallery

Registration Opens and Welcome Lunch

Fuel up at our welcome lunch in advance of your half-day of workshops.

How Mature is Your Customer Success Organization?
  • 1:15 PM
  • Sheik Ayube and Marley Wagner of ESG
  • North Hub

How Mature is Your Customer Success Organization?

Do you have a clear picture of the pain points, growth opportunities, and accomplishments within your Customer Success organization? During this session, we’ll dive into five of the key capabilities required to build, operationalize, and transform a fledgling CS org into a proactive, predictive CS machine.

How Mature is Your Customer Success Organization?
  • 1:15 PM
  • Sheik Ayube and Marley Wagner of ESG
  • North Hub

How Mature is Your Customer Success Organization?

Do you have a clear picture of the pain points, growth opportunities, and accomplishments within your Customer Success organization? During this session, we’ll dive into five of the key capabilities required to build, operationalize, and transform a fledgling CS org into a proactive, predictive CS machine.

Budgeting for Your Customer Success Headcount
  • 1:15 PM
  • Kristen Hayer of The Success League
  • South Hub

Budgeting for Your Customer Success Headcount

Learn the framework for staffing your customer success team in a predictable manner that will win the support of your finance team. In this hands-on workshop, we'll show you how to determine the correct ratio of customers to CSMs and how to decide on a high-touch or low-touch model, based on existing customers and sales expectations.

The Key to Scaled Customer Success for Product Adoption: Building a Customer Content Engine
  • 3:00 PM
  • Jay Nathan and Jeff Breunsbach of Higher Logic
  • North Hub

The Key to Scaled Customer Success for Product Adoption: Building a Customer Content Engine

Scaling customer success has become much more than just emails and automation rules. The real catalyst is building a content engine that can get key insights to customers at the right time. Let’s work together to get the building blocks in place for you to Build a Customer Content Engine that drives product adoption. 

The Customer Success Competency Model
  • 3:00 PM
  • Aaron Thompson and Angelika O'Reilly of SuccessCOACHING
  • South Hub

The Customer Success Competency Model

In this hands-on workshop, SuccessCOACHING will take the group through an in depth look at the core competencies of entry level CSM, experienced CSM and CS leadership. A complete 89 page model will serve as a guide and the participants will get to take with them. They can then continue honing their team's skillset and identify areas for improvement.

Networking Reception
  • 4:30 PM
  • The Gallery

Networking Reception

Join us for an hour of networking following your day of learning.

Nightime Bus Tour of the National Mall
  • 7:00 PM

Nightime Bus Tour of the National Mall

Cap off your first day in Washington, DC with a narrated nighttime tour of the National Mall and Monuments in an open-top double decker bus.

Day 2: Main Conference Day

October 7th, 2021 

Registration Opens and Breakfast
  • 8:00 AM
  • Welcome Desk

Registration Opens and Breakfast

Join us for breakfast before we start the BIG day.

Welcome and Opening Remarks
  • 9:00 AM
  • You Mon Tsang, Abby Hammer
  • The Forum

Welcome and Opening Remarks

Join us Abby Hammer, Chief Customer Officer at ChurnZero and You Mon Tsang, CEO & Founder of ChurnZero for opening remarks.

Customer Success Tech Stack: Bloated or Undervalued - Moderated by ChurnZero
  • 9:15 AM
  • Sandi Lin, Kevin Boyce, Rahul Jain, You Mon Tsang
  • The Forum

Customer Success Tech Stack: Bloated or Undervalued - Moderated by ChurnZero

See founders and executives from skilljar, Pendo, Higher Logic, & ChurnZero discuss the hot-button subject of the CS tech stack.

How to Build a Variable Compensation Strategy Around Net Dollar Retention
  • 10:30 AM
  • Ryan Browne
  • North Hub

How to Build a Variable Compensation Strategy Around Net Dollar Retention

See Ryan Browne, VP of Customer Success at Kenect, discusses structuring CSM variable compensation around the all important metric of Net Dollar Retention.

From Series A to C+: Building and Scaling a CS Function
  • 10:30 AM
  • J.T. Kaminski, Petros Perselis, Emily Gray
  • Central Hub

From Series A to C+: Building and Scaling a CS Function

Get expert advice on building and scaling your CS function from VPs of Customer Success from CluePoints, Cutover & Playvox.

Teammate Success = Customer Success
  • 10:30 AM
  • Aaron Thompson
  • South Hub

Teammate Success = Customer Success

Join Aaron Thompson, the Chief Revenue Officer of SuccessCOACHING, as he leverages foundational CS principles and strategies and applies them inward into our organizations and teams. CS = CO + CX becomes TS = TO + TX (Teammate Success = Teammates Desired Outcome + Teammates Desired Experience).

Divide & Conquer: Who Owns What in the Customer Lifecycle
  • 11:30 AM
  • Monica Tison
  • North Hub

Divide & Conquer: Who Owns What in the Customer Lifecycle

See Monica Tison, Head of Customer Success & Support at Labelbox, tackle the often debated topic of who owns what in the customer lifecycle.

How We Increased Gross Retention by 6 Points in 12 Months
  • 11:30 AM
  • Jay Nathan
  • Central Hub

How We Increased Gross Retention by 6 Points in 12 Months

Join Jay Nathan, Chief Customer Officer of Higher Logic and Founder of Gain, Grow, Retain as he recounts increasing gross retention by 6 points in only 1 year.

Metrics that Matter: How CS Leaders Can Better Engage Their Investors
  • 11:30 AM
  • Kristen Hayer
  • South Hub

Metrics that Matter: How CS Leaders Can Better Engage Their Investors

Have you ever wondered what your investors are looking for in board meetings? Are you facing a project like a merger or acquisition? Join Kristen Hayer, Founder and CEO of The Success League, As she addresses how CS leaders can better engage their investors.

Lunch
  • 12:15 PM
  • The Gallery

Lunch

Refuel and recharge over lunch following a morning of learning.

The Next Dream Team: When CS & Marketing Align, Magic Happens
  • 1:15 PM
  • Latané Conant, Abby Hammer
  • The Forum

The Next Dream Team: When CS & Marketing Align, Magic Happens

Join Latané Conant, the Chief Marketing Officer of 6sense, and Abby Hammer, the Chief Customer Officer at ChurnZero, as they discuss aligning your CS and marketing functions.

"From I to Us" Transforming the Way your Lead Your CS Team
  • 2:00 PM
  • Cris Sample
  • North Hub

"From I to Us" Transforming the Way your Lead Your CS Team

See Cris Sample, the Head of Customer Success at ServiceCore, as she discusses motivating and influencing your team and equipping them to transform your customers' experience

How CS and Product Work Together to Drive Stellar Product Adoption
  • 2:00 PM
  • Doug McDaniel, Jennie Li, & Abby Hammer
  • Central Hub

How CS and Product Work Together to Drive Stellar Product Adoption

Hear from CS leaders at Pendo, Definitive Healthcare, & ChurnZero as they discuss how Customer Success and Product teams can work hand-in-hand to drive product adoption.

How Customer Success Transformed the Most Unlikely Business
  • 2:00 PM
  • Marley Wagner & Ashley Mcllwain
  • South Hub

How Customer Success Transformed the Most Unlikely Business

Join Marley Wagner from the Strategy Team at ESG and Ashley McIlwain of Essity as they reveal how Customer Success transformed the most unlikely business.

The Customer Journey: How Mapping Leads to Tenured Teams and Raving Renewals
  • 3:15 PM
  • Rochelle Shearlds
  • North Hub

The Customer Journey: How Mapping Leads to Tenured Teams and Raving Renewals

Join Medrio's Global Director of Customer Success as she shares perspectives and learnings on effective journey mapping.

How We Identified and Operationalized Account Expansion Opportunities
  • 3:15 PM
  • Chelsea Madden
  • Central Hub

How We Identified and Operationalized Account Expansion Opportunities

Learn from Chelsea Madden, VP of Customer Success at SalesIntel as she discusses her experience identifying and maximizing expansion sale opportunities.

Measuring What Matters in a DX World
  • 3:15 PM
  • Liz McCann, Brody Nasse & Lauren Dill
  • South Hub

Measuring What Matters in a DX World

Join Definitive Healthcare's VP of Digital Experience, Liz McCann along with Brody Nasse of Idelic and Lauren Dill of Ellevation Education as they walks you through measuring what matters in a DX world.

Where is Customer Success Headed
  • 4:15 PM
  • You Mon Tsang, Abby Hammer
  • The Forum

Where is Customer Success Headed

Join us Abby Hammer, Chief Customer Officer at ChurnZero and You Mon Tsang, CEO & Founder of ChurnZero as they discuss how far CS has come, and where it is heading.

ACCOMMODATIONS & TRAVEL

BIG RYG 2022 takes place at Convene, – located at 1201 Wilson Blvd, Arlington, VA 22209. The venue is perched in D.C. metro’s tallest building with million-dollar views of the National Mall.

Convene is steps from the Rosslyn Metrorail station, which connects directly to Union Station, Washington National Airport, & Washington Dulles Airport.

Check out some of our favorite hotels, located just a few blocks away from BIG RYG 2022. Confirm your accommodations early to guarantee your room. 

Hyatt Centric Arlington – 1325 Wilson Boulevard

  • This 4-star property is within walking distance of Georgetown and Arlington Cemetery. The property is just a stone’s throw away from BIG RYG 2022, MetroRail, and more. Book Now 

Le Meridien – 1121 19th Street North

  • Just a three-minute walk from Convene, this Marriott’s stylish boutique hotel rooms are distinguished by inspiring views of Georgetown across  the river via the Key Bridge. Book Now 

Homewood Suites Arlington Rosslyn Key Bridge – 1900 North Quinn Street

  • Find plenty of nearby dining and shopping in Rosslyn, or prepare meals in your suite’s fully equipped kitchen. Homewood Suites is just a 15-minute walk from BIG RYG 2022’s venue.  Book Now 

Looking to stay like a local during your time at BIG RYG 2022? Check out some of our favorite neighborhoods for rentals or home share. 

Rosslyn Neighborhood

  • Stay just steps away from our venue in Rosslyn. With monumental views of Washington, D.C. and just a 10-minute walk to Georgetown, the Rosslyn neighborhood is a favorite place to stay, eat, shop and meet.

Downtown / Penn Quarter 

  • Stay in the thick of the action. Enjoy museums, shopping and dining in the neighborhoods surrounding Chinatown and the White House. BIG RYG 2022’s venue is only a few Metro stops away.

Capitol Hill 

  • Looking to mingle with Washington’s Power Players? Check out Capitol Hill, one of DC’s most diverse historic neighborhoods. ‘The Hill’ is just a quick Metro or rideshare from BIG RYG 2022. 

Foggy Bottom 

  • The historic Foggy Bottom neighborhood features easy access to the National Mall and an abundance of dining options. Located just west of the White House, Foggy Bottom is a short Metro or rideshare to the BIG RYG 2022 venue.

The Washington area is served by three airports:

The closest airport is Reagan National, which is only a five-minute Metro or carshare ride away from our venue. 

Buy 3 tickets to BIG RYG 2022, Get 1 Ticket Free! Contact hmerchant@churnzero.net to secure your discount code

REGISTRATION

Secure your place at BIG RYG 2022 today.

F.A.Q.

Your BIG RYG 2022 registration includes all scheduled events on both days of the conference. You can look forward to learning, keynote addresses, and the opportunity to network with industry thought leaders.  

Breakfast and lunch, along with other light refreshments, will be provided over the course of the event. 

Our attendees’ health and safety are at the forefront of BIG RYG 2022. Based upon CDC guidance, the event will follow all local Virginia mandates regarding COVID19. 

We also advise attendees to stay at home if they are experiencing symptoms (cough/runny nose/fever) or have been exposed to COVID19 within 14 days prior to the event.

Should you have any other questions, email us at marketing@churnzero.net

Early bird tickets are available for $799 until August 19th.

When it comes to BIG RYG 2022, the more the merrier! Purchase three tickets and receive the fourth for free. Simply email hmerchant@churnzero.net to secure your discount code.

  • Full refunds are available for cancellations made more than 30 days prior to the event.
  • If you register and are unable to attend, you can transfer your registration to a colleague up until 15 days prior to BIG RYG 2022. Email marketing@churnzero.net to arrange your transfer.

Early October is a great time to visit Washington, D.C.  You can expect warm temperatures during the daytime in the low to mid 70s F (about 23 C.) Temperatures occasionally reach into the 80s F (about 29 C.) Early mornings can be brisk, often in the mid-50s F (about 13 C).  

BIG RYG is a business casual event.

With so much to see and do in Washington, DC, we suggest wearing layers. Depending on the forecast, they may come in handy when taking in monument views and exploring the District.

During registration, you’ll have the opportunity to indicate special dietary restrictions.  

Forgot to indicate this information? Email the conference team at marketing@chrunzero.net.

Yes. High-speed wireless internet is available for all BIG RYG 2022 attendees. 

Stay tuned for more FAQs as BIG RYG 2022 approaches.  

Have a pressing question? Reach out to marketing@churnzero.net today.

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