Introducing Customer Success Powerhour, an exclusive bi-weekly virtual meetup for Pro and above members.
Customer Success professionals of all levels will come together bi-weekly in an open forum, where you'll be able to discuss everything from customer outcomes and adoption strategies, to retention, expansion, and operational best practices.
Each Customer Success Powerhour will be led by a specially-selected host, and attendees can submit topics for the agenda.
If youâre interested in joining, check out the upcoming dates below â we look forward to seeing you there!
Upcoming dates and topics:
October 29: The NRR Operating Model: Aligning Ownership, Accountability & Growth
Hosted by Tara Danzig, Director of Customer Success at D-Tools
NRR is a critical measure of durable growth, but the levers that drive it rarely sit within a single function. This session will explore how leading organizations define ownership across Customer Success, Sales, Account Management, and Product, creating clear accountability for retention and expansion while aligning teams around a shared growth outcome.
November 12: Win. Lose. Learn.
Hosted by Roxcee Stacker, Vice President of Customer Success at Blue Conduit
Finding opportunity in the setbacks, misses, and outcomes we didnât expect
In CS, weâre wired to focus on the wins: the renewal we secured, the customer we saved, the adoption we increased, the expansion we closed, the implementation that went exactly as planned.
But what about the ones that didnât?
Sometimes the customer still churns. The strategy doesnât work. We miss a signal. Priorities change. A champion leaves. Or despite doing everything we could, the outcome simply isnât the one we wanted.
Our instinct is often to fix it, save it, explain it, or move on. But some of the most valuable lessons in CS come from the moments that didnât go according to plan.
In this PowerHour, weâll get candid about the setbacks, misses, and unexpected outcomes that are part of working in CS, and what they can teach us. Weâll talk about what we can control, what we canât, what weâd do differently, and how we turn those experiences into better decisions, stronger customer relationships, and better CS.
Because we wonât win every time.
The opportunity is in what we learn when we donât.
November 26: Thanksgiving
Just a quick heads-up that there will be no Powerhour this week due to Thanksgiving đŚ. Weâll be back for our final episode of 2026 on December 10 đ
December 10: Doing More With Less: Rethinking Capacity and Coverage in Customer Success
Hosted by Tara Danzig, Director of Customer Success at D-Tools
As CS organizations face increasing pressure to drive growth while operating efficiently, traditional coverage models are being challenged. This session will explore how leaders are rethinking segmentation, capacity, and customer engagement to focus resources where they have the greatest impact, without compromising the customer experience.
Join to:
- đ Grow your Customer Success career and advance to the next level with the help of this expert community
- đ¤ Build relationships with other Customer Success leaders, exchange ideas, best practices, and experiences
- đŻ Become a stronger Customer Success professional through tailored advice, discussions, and networking
Meet your Customer Success Powerhour hosts
Kourtney Thomas | Head of Customer Success at TakeUp
Kourtney Thomas is a customer success and revenue leader with 15+ years of experience scaling high-performing teams across tech, SMB, and hospitality. She has driven retention and growth through multimillion-dollar portfolios, operational excellence, and programs that enhance onboarding, education, and customer experience. Known for her people-first, strategic leadership, Kourtney builds trust-based client relationships while delivering measurable business impact.
Kristine Marhilevica Johansen | Global Senior Director of Technical Customer Support at Ardoq
Kristine is a Global Senior Customer Services Leader with 25+ years driving B2B SaaS and Cloud customer excellence. As head of Technical Customer Support at Ardoq, she builds AI-first, scalable support models that enhance adoption, retention, and long-term customer value. Known for blending operational rigor, strategic planning, and servant leadership, Kristine develops high-performing teams, optimizes customer journeys, and delivers measurable business impact across global enterprise clients.
Roxcee Stacker | Vice President of Customer Success at BlueConduit
Roxcee Stacker is Vice President of Customer Success at BlueConduit, where she leads post-sale strategy, renewals, expansion, and customer experience for utilities serving millions. With a background spanning sales, marketing, and research, she combines commercial instinct, data-driven insight, and strategic storytelling to position Customer Success as a revenue-generating discipline. Roxcee champions high-performing teams, outcome-driven AI adoption, and proactive retention strategies that align product, data, and commercial goals.
Tara Danzig | Director of Customer Success at D-Tools
Tara is an accomplished customer success and experience leader with extensive experience driving high-impact strategies in the SaaS and B2B software space. She excels at building and scaling teams, optimizing post-sale operations, and creating customer-centric frameworks that enhance retention, satisfaction, and long-term business value. Known for her strategic insight and operational expertise, Tara combines a focus on measurable results with a deep commitment to fostering strong customer and team relationships.
