BIG RYG 2022 brings top decision-makers to where the biggest decisions are made.
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 up 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 CS 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
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SPEAKERS
Speak Simply, Be Real, and Challenge the Audience
AGENDA
The preliminary agenda for BIG RYG 2022 is now live! Check back soon for more details on session topics and speakers. All times below are in EST.
Day 1: Hyper-Workshops
October 12th, 2022
Get on the fast track to success with our 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 full-day will feature expert-led sessions, comprising of both strategic guidance and tactical recommendations.
- 8:00 AM
Registration Opens and Welcome Breakfast
Fuel up at our welcome breakfast in advance of your full-day of workshops.
- 9:00 AM
- You Mon Tsang and Abby Hammer
Welcome & Opening Remarks
Join us Abby Hammer, Chief Product Officer at ChurnZero and You Mon Tsang, CEO & Founder of ChurnZero for opening remarks.
- 9:15 AM
Opening Keynote
- 10:30 AM - 4:15 PM
Hyper-workshop Sessions
- 4:30 PM
Closing Keynote
- 5:00 PM - 7:00 PM
Networking Reception and Evening Event
Join us for networking and an evening event following your day of learning.
Day 2: Main Conference Day
October 13th, 2022
- 8:00 AM
Registration Opens and Breakfast
Join us for breakfast before we start the BIG day.
- 9:00 AM
- You Mon Tsang, Abby Hammer
Welcome and Opening Remarks
Join us Abby Hammer, Chief Product Officer at ChurnZero and You Mon Tsang, CEO & Founder of ChurnZero for opening remarks.
- 9:15 AM
Opening Keynote
- 10:30 AM - 12:15 PM
Breakout Sessions
- 1:15 PM
Mainstage Keynote
- 2:00 PM - 4:00 PM
Breakout Sessions
- 4:15 PM
Closing Keynote
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
- 12:00 PM
- The Gallery
Registration Opens and Welcome Lunch
Fuel up at our welcome lunch in advance of your half-day of workshops.
- 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.
- 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.
- 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.
- 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.
- 4:30 PM
- The Gallery
Networking Reception
Join us for an hour of networking following your day of learning.
- 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
- 8:00 AM
- Welcome Desk
Registration Opens and Breakfast
Join us for breakfast before we start the BIG day.
- 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.
- 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.
- 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.
- 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.
- 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).
- 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.
- 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.
- 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.
- 12:15 PM
- The Gallery
Lunch
Refuel and recharge over lunch following a morning of learning.
- 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.
- 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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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 2022? Indicate your interest here.
ACCOMMODATIONS & TRAVEL
BIG RYG 2022 takes place at Convene, – located at 1201 Wilson Blvd 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:
- Reagan National Airport (4 miles away)
- Washington Dulles International Airport (25 miles away)
- BWI Thurgood Marshal Airport (35 miles away)
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.
Early Bird (ends August 1): $799
General Access: $999
Interested in sponsoring BIG RYG 2022? Indicate your interest here.
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 mandates regarding 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 2022 agree that they will be fully vaccinated two 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
Early bird tickets are available for $799 until August 1st.
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.
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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