Support and success have long operated on a handoff model: support puts out fires, success owns the relationship.

That model is breaking. Not because support's mandate changed, but because AI can now surface what support teams have known all along: every ticket is a data point on friction, customer sentiment, and risk. AI can find those patterns at scale, in real time, in ways a static health score never could.

If your QBRs are full of positive conversations only to be followed by an unexpected churn notice, you're likely missing the signals hiding in your day-to-day support interactions.

Join Ashley Wagner, VP of Customer Experience, Blackthorn.io, Hélène Vincent, CRO, TeamSupport, and Jonathan Lapinsky, CPO, TeamSupport, as they make the case for a different operating model, one where every support interaction becomes customer intelligence that equips customer success with the signals they need to build stronger relationships, reduce churn, and identify expansion opportunities.

What we're covering:

  • Critical signals trapped in support: Why valuable insight on risk, sentiment, and expansion often never reaches customer success.
  • Why health scores fall short: Traditional health metrics are reactive and miss the day-to-day signals that predict churn.
  • Closing the silo between support and success: What a shared, real-time view of the customer actually looks like.

In this session, you'll learn how to:

  • Turn the support data you're already gathering into early warning signals for churn and expansion
  • Understand what this shift means for roles and metrics across support and success
  • Reinforce value continuity at every touchpoint, not just at renewal
  • See a live look at how AI surfaces these insights directly in product

Your speakers

Ashley Wagner, VP of Customer Experience, Blackthorn.io

Ashley Wagner is a customer experience executive focused on building scalable, customer-centric organizations that drive adoption, retention, and long-term growth. Having helped scale Blackthorn from an early-stage startup to a high-growth SaaS company, she specializes in aligning Customer Success, Onboarding, Support, and Product to create exceptional customer experiences while operationalizing the systems and processes that fuel sustainable growth.

Hélène Vincent, Chief Revenue Officer, TeamSupport

Hélène serves as CRO at Teamsupport, where she aligns customer success, retention, and growth into a unified strategy. With a background leading customer experience and revenue teams across high-growth SaaS companies, she is passionate about building high-performing, customer-centric organizations that drive stronger customer relationships. Her focus is on aligning people, processes, and AI to create customer organizations that drive measurable business outcomes.

Jonathan Lapinsky, Chief Product Officer, TeamSupport

As CPO at Teamsupport, Jonathan leads product and engineering to shape the future of AI-powered customer operations. Drawing on product leadership experience across enterprise technology businesses, including roles at The Home Depot and Unum, he is passionate about building products that connect customer intelligence with business outcomes. Jonathan is particularly focused on helping organizations scale through product innovation, operational clarity, and technology that enables long-term customer and business growth.