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. 

Registration Opens and Welcome Breakfast
  • 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

Networking Reception and Evening Event
  • 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

Registration Opens and Breakfast
  • 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 

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 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.

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:

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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