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 you’re interested in joining, check out the upcoming dates below – we look forward to seeing you there!
Upcoming dates and topics:
🪜September 3: The new PostSales career ladder in the age of AI - where do the humans go?
Hosted by Kristine Marhilevica, Global Senior Director, Technical Customer Support at Ardoq
Careers in Customer Success and Technical Support were always built from the bottom up. You started on the front line: tickets, low-touch accounts and QBR prep, and earned judgment by doing the reps. Now AI is absorbing exactly that entry-level work. We didn't just automate tasks,- we automated the training ground. So I'm hosting a PowerHour on a question I don't think our industry is asking honestly enough: The new PostSales career ladder: where do the humans go?
What we'll dig into together:
• If AI does the entry-level work best, where do juniors begin?
• Can you still learn judgment without doing the repetitive work?
• Which new roles are real career tracks and which are just temporary titles?
• What earns a promotion now?
• Are we re-skilling our people or quietly planning to hire differently?
The risk isn't AI doing tasks, - it's removing the ladder that built our best people. If we take the bottom rung, we owe them a new one.
Discussion happens throughout, not just at the end. Bring a real example from your own team.
September 17: Coming soon
Hosted by Roxcee Stacker, Vice President of Customer Success at Blue Coduit
October 1: Coming soon
Hosted by Kourtney Shoemaker, Lead Customer Success Manager at Billtrust
October 15: What do we even measure now that AI is fully operational in PostSales?
Hosted by Kristine Marhilevica, Global Senior Director, Technical Customer Support at Ardoq
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: Coming soon
Hosted by Kourtney Shoemaker, Lead Customer Success Manager at Billtrust
November 26: Thanksgiving
Just a quick heads-up that there will be no Powerhour this week due to Thanksgiving 🦃. We’ll be back for our final episode of 2026 on December 10 💛
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:
- 🚀 Grow your Customer Success career and advance to the next level with the help of this expert community
- 🤝 Build relationships with other Customer Success leaders, exchange ideas, best practices, and experiences
- 🎯 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.
