In it’s inaugural year, BIG RYG: Washington, D.C. is bringing top decision makers to where the biggest decisions are made. This new branch of our BIG RYG events will be hosted in-person and tailored for our Customer Success leaders. Think: a focus on prominent business challenges within the CS industry, high-level thought leadership, and open dialogue with the experts and game changers within the CS industry.  

And to make sure it is a safe and welcoming environment, 100% of the attendees and event staff will be fully vaccinated.   

Learn more: A Letter From Our CEO: BIG RYG 2021

Go beyond problem admiration with content focused on real business challenges

Experience how the Customer Success industry offers real ROI & real impact

Forge new connections, exchange knowledge & expand your professional network

Offload your questions on tech & Customer Success with  live access & open dialogue  

Who is it for?

ChurnZero’s BIG RYG is a two-day educational and networking event for Customer Success leaders.  Join other Customer Success thought leaders, product experts and senior company executives who are looking to learn while making genuine connections among a community of like-minded professionals. 

Pre-Conference – Hyper-Workshops

October 6th is a half-day of programming of hyper-workshops featuring facetime with CS experts and open, hands-on discussion. Cap the day off with food and drinks in our networking reception.

Main Conference Day

October 7th is a full day of programming and is the main conference day of BIG RYG DC. Here you’ll take in informative peer- led panels, captivating keynote sessions, and more intimate breakout sessions.

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SPEAKERS

Speak Simply, Be Real, and Challenge the Audience

Stay tuned for more speaker announcements!

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.

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 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
  • 10:15 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, & More
  • Central Hub

How CS and Product Work Together to Drive Stellar Product Adoption

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

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

How Customer Success Transformed the Most Unlikely Business

Join Marley Wagner from the Strategy Team at ESG as she discusses how Customer Success transformed the most unlikely business.

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
  • South Hub

Measuring What Matters in a DX World

Join Definitive Healthcare's VP of Digital Experience, Liz McCann, as she 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.

Interested in sponsoring BIG RYG? Indicate your interest here.

ACCOMMODATIONS & TRAVEL

BIG RYG is taking place at Convene – located at 600 14th Street NW, Washington DC 20005. The venue is located in the heart of DC, immediately across from the White House and US Treasury.

Convene is two blocks from the Metro Center 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. Confirm your accommodations early to guarantee your room. 

 

Washington Marriott at Metro Center – 775 12th St NW 

  • This 4-star Marriott property combines the historic charm of the former General Post Office with a convenient location. The property is just s stones throw away from BIG RYG, MetroRail, and more. Book Now 

Hilton Garden Inn Washington DC Downtown – 815 14th St NW 

  • Just three minutes from Convene, Hilton Garden Inn offers 3-star accommodations in a central location. The property is just a stones throw from the White House, Metro Center MetroRail stop, and more. Book Now 

Motto by Hilton Washington DC City Center – 627 H St NW 

  • Looking to try something different? The Pod Hotel is a 3-star property featuring micro guest rooms in a small but usable format. Located in the shadow of Chinatown’s Friendship Archway, Motto DC is just a 10-minute walk East of BIG RYG’s venue.  Book Now 

 

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

 

Downtown / Penn Quarter 

  • Stay in the thick of the action and only a walk away from BIG RYG’s venue. Enjoy museums, shopping and dining in the neighborhoods surrounding Chinatown and the White House. 

 

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 located just a quick Metro or rideshare away from BIG RYG. 

 

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 walk to the BIG RYG DC venue.

The Washington area is served by three airports:

 

The closest airport  is Washington National, which is only a 15 minute Metro ride away from our venue. 

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

REGISTRATION

Secure Your Place at BIG RYG DC Today

**Attendees must be fully vaccinated against COVID-19 2 weeks prior to the event.**

Interested in sponsoring BIG RYG? Indicate your interest here.

F.A.Q.

Your BIG RYG DC registration includes all scheduled events during the main conference day (excluding pre-conference hyper-workshops.) 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. 

General registration includes all scheduled events during the main conference day (October 7th).

Premium access includes the everything in General access along with a half day of pre-conference hyper-workshop (October 6th.)  

Both passes include breakfast and lunch, along with other light refreshments, will be provided over the course of the event. 

Our attendee’s health and safety are at the forefront of BIG RYG DC. Based upon CDC guidance, the event will follow all local mandates surrounding COVID19. In addition, our venue has implemented precautions such as increased cleanings, readily available hand sanitizers and facemasks, and ample room to social distance.


Attendees who join us at BIG RYG DC agree that they will be fully vaccinated 2 weeks prior to the event. 

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

A limited amount of Early Bird tickets will be available. These will be limited to the first 60 tickets. 

When it comes to BIG RYG DC, the more the merrier! By purchasing 3 tickets, you’ll receive the 4th for free. Simply email aweihmann@churnzero.net to secure your discount code.

  • Full refunds available for cancellations made more than 14 days prior to the event.
  • If you register and are unable to attend, you can transfer your registration to a colleague up until 5 days prior to BIG RYG DC. Just email marketing@churnzero.net to complete 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 an opportunity to indicate special dietary restrictions.  

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

Yes, high-speed wireless internet will be available for all BIG RYG DC attendees. 

We hate to see you go but understand things can change.  

  • If you are no longer attending BIG RYG DC, but wish to send a substitution, please let us know ASAP. We will ensure that your existing registration is transferred to your substitute.  

 

Contact the BIG RYG team at marketing@churnzero.net to make any modifications to an existing registration. 

Stay tuned for more FAQs as BIG RYG DC approaches.  

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

SPONSORS

GAIN EXPOSURE TO TOP CS DECISION MAKERS

Fill out the form below to learn more about BIG RYG Sponsorship opportunities

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