Maria Martinez: Architect of the Modern Customer Success Discipline

The Post-Sale Operating Model Is Broken.

Outcome-Based Pricing

Post-sale teams are working harder inside a model built for a different era.

Silicon Valley, California

<h2>Turning Community, Events, and Advocacy Into Business Impact</h2>Customer engagement doesn’t sit with one team anymore.The questions customers ask, the events they attend, the peers they trust, the content they come back to, and the stories they share all create signals that can help a company grow. But those signals are often scattered across customer success, marketing, product, support, community, education, and advocacy.<a href="https://gradual.com/" rel="noopener noreferrer" target="_blank">Gradual</a> and <a href="https://successlab.us/" rel="noopener noreferrer" target="_blank">SuccessLab</a> are bringing together a curated group of customer-facing leaders for an invitation-only roundtable on how community, events, advocacy, and customer conversations can become more connected, useful, and measurable.This won’t be a panel or product presentation. It’ll be a candid peer conversation about how teams are turning engagement into clearer customer insight, stronger relationships, and better outcomes across the customer lifecycle.<h2>What we’ll explore</h2><ol><li data-list="bullet">How customer engagement supports onboarding, adoption, renewal, expansion, advocacy, and product feedback</li><li data-list="bullet">Where valuable customer signals get lost across teams</li><li data-list="bullet">How community, events, content, education, and advocacy can work together across the customer lifecycle</li><li data-list="bullet">Which signals are worth capturing, sharing, and acting on</li><li data-list="bullet">How teams are measuring customer engagement beyond attendance, registrations, or activity alone</li></ol><h2>Event details</h2><ol><li data-list="bullet">Date: Wednesday, June 17</li><li data-list="bullet">Time: 3:00 to 7:00 p.m. (program at 3:30)</li><li data-list="bullet">Location: Gradual HQ</li><li data-list="bullet">Format: Invitation-only roundtable and networking reception</li><li data-list="bullet">Hosted by: Gradual and SuccessLab</li></ol>

Context First: From Customer Engagement to Customer Growth

CS4Cyber

What happens when AI-powered attacks move faster than human-led security operations?Join CS4Cyber for a timely virtual session with Mike Wilkes, former CISO for Major League Soccer and cybersecurity leader across global brands including Marvel, ING Bank, Sony, and Macy’s.This conversation will explore the emerging Mythos Era: a new cybersecurity reality shaped by autonomous AI threats, machine-speed attacks, and the limits of traditional AppSec and governance models.The session is based on Mike’s recent article, “<a href="https://www.aikido.dev/blog/metamorphosis-mythos-era" rel="noopener noreferrer" target="_blank">Security Metamorphosis: A Mythos-Ready Architecture Checklist for Autonomous AI Attacks.</a>” We encourage attendees to read it in advance and come prepared with questions. <h2>What We’ll Explore</h2><ol><li data-list="bullet">Why traditional AppSec and governance models are struggling under AI-driven complexity</li><li data-list="bullet">What a “Mythos-ready” security architecture really means</li><li data-list="bullet">How autonomous attacks may reshape cybersecurity operations and risk management</li><li data-list="bullet">Practical steps CISOs and post-sales leaders should consider now</li><li data-list="bullet">The organizational and leadership shifts required for the AI security era</li></ol><h2>About the Speaker</h2>Mike Wilkes is the former CISO for Major League Soccer and has helped build, transform, and protect global brands including Marvel, ING Bank, Sony, and Macy’s.He is a recognized speaker at RSAC, Black Hat, Gartner, GovWare, SecureWorld, BSidesSF, and SANS, and teaches cybersecurity and risk management at NYU and Columbia. Mike also advises emerging cybersecurity startups, including Aikido.<h2>Why This Session, Why Now</h2>AAI is changing the speed, scale, and sophistication of cyber risk. Security teams, customer success leaders, support teams, and services organizations need a clearer view of how autonomous AI threats may affect customers, operations, trust, and resilience.Register now and join the <a href="https://cs4cyber.com" rel="noopener noreferrer" target="_blank">CS4Cyber</a> community for the continued conversation

The Mythos Era and the Rise of Autonomous AI Attacks

London, England

Join a select group of senior leaders for an invite-only executive forum on how customer service and support are moving beyond automation toward reinvention.​This discussion brings together leaders to examine how the function is being redefined across six areas of reinvention:<ol><li data-list="bullet">​operating model</li><li data-list="bullet">​customer engagement</li><li data-list="bullet">​workforce and roles</li><li data-list="bullet">​knowledge and workflows</li><li data-list="bullet">​cross-functional collaboration</li><li data-list="bullet">​business value</li></ol>​Why It Matters​Customer service can no longer be defined by efficiency alone.​As expectations rise and technology advances, leading organizations are rethinking how service is designed, delivered, and valued. The opportunity is no longer just to automate tasks, but to reinvent the function as a more proactive, intelligent, and strategic driver of customer and business outcomes.​Who Should Attend​C-level and senior leaders in Customer Service, Support, Customer Experience, Customer Success, Contact Centers, and related transformation roles.​Agenda​17:00 | Arrival and Networking | Informal networking and welcome reception.​17:15 | Opening Remarks​17:25 | Keynote | Customer Service Unbound: From Automation to Reinvention​17:45 | Fireside Chat | How leading organizations are redesigning the customer service operating model.​18:15 | Executive Panel | Exploring the six areas of reinvention: operating model, customer engagement, workforce and roles, knowledge and workflows, cross-functional collaboration, and business value.​19:00–20:00 | Dinner Reception | Continue the discussion and connections over dinner.​Space is limited — we would be delighted to have you join us.Organized by SuccessLab and Hosted by BCGRequest to attend: https://lu.ma/css93

Customer Service Unbound: From Automation to Reinvention

Designing the Next Customer OrganizationHow AI and new economics are reshaping customer outcomesAbout EventJoin Us for Strategic Dialogue and Executive Exchange​The customer organization is under pressure. Renewal now demands stronger proof of value. Customers are building alternatives with AI. Yet many teams still operate with models built for a different era.​This forum brings together senior leaders across Customer, IT, Operations, and AI Transformation to examine what must change and how the next customer organization should be designed.​The day features three concurrent executive roundtables, followed by a broader forum with keynotes, fireside chat, panel discussion, and networking dinner.​Executive Roundtables (2:00 – 4:00 PM)Three concurrent peer discussions:​🔹 Customer Success🔹 Customer Support🔹 Service Delivery​Executive Forum (4:00 – 8:00 PM)​4:00 PM | Forum Arrival and RefreshmentsReconnect with peers and join the broader forum.​4:30 PM | SuccessLab RemarksWhy the customer organization must evolve​4:40 PM | Host Welcome | SAP Institute​4:50 PM | Roundtable TakeawaysKey insights from the executive roundtables​5:10 PM | Keynote PresentationA forward-looking perspective on how AI and changing economics are reshaping the customer organization​5:30 PM | Fireside ChatA conversation on leadership, transformation, and the future of customer value delivery​6:00 PM | Executive Panel DiscussionDesigning the Next Customer OrganizationA cross-functional discussion on the leadership, operating model, and organizational shifts required to build more intelligent, connected, and value-focused organizations​7:00 PM | Networking DinnerContinue the conversation over dinner with peers.​Why Attend?<ol><li data-list="bullet">​See how leading organizations are redesigning customer value delivery</li><li data-list="bullet">​Engage in high-quality peer exchange across roundtables and forum sessions</li><li data-list="bullet">​Come away with a sharper perspective on the next customer organization</li></ol>​Attendance is limited to senior leaders to preserve depth of exchange. Complimentary for approved guests.​Organized by SuccessLab and hosted by SAP InstituteRequest to attend: https://lu.ma/css93

SuccessLab Executive Forum: Designing the Next Customer Organization

​AI is reshaping how customer work is designed, routed, resolved, and measured.​The opportunity is no longer automation alone. It is the redesign of workflows, roles, knowledge systems, and operating models that determine how customer value is delivered.​Hosted at ServiceNow Headquarters in Santa Clara, this SuccessLab Executive Forum will bring together senior leaders across Customer Service, Support, Success, IT, Operations, Service Delivery, and AI Transformation for a candid discussion on the next service organization.​The conversation will focus on:<ol><li data-list="bullet">​Customer workflow orchestration</li><li data-list="bullet">​Human + AI operating models</li><li data-list="bullet">​Knowledge, data, and workflow readiness</li><li data-list="bullet">​Business impact across productivity, experience, value, and cost-to-serve</li></ol>​This is an invitation-only executive forum for practical peer exchange among leaders shaping the future of service, support, success, and delivery.<h2>​Placeholder Agenda</h2>​1:00–2:00 PM | Arrival and Light Lunch​2:00–4:00 PM | Concurrent Executive Roundtables:​Customer Service and Support | AI-enabled support workflows, knowledge orchestration, self-service, routing, resolution, and Human + AI support models.​Customer Success and Value | Adoption, value realization, renewals, expansion, customer signals, and outcome measurement.​Service Delivery | AI-enabled implementation, delivery productivity, partner leverage, and post-sale value realization.​4:00–4:30 PM | Forum Arrival and Networking​4:30–4:45 PM | Welcome and Opening Remarks​4:45–5:15 PM | Host Perspective Customer Workflows Reimagined​5:15–5:45 PM | Executive Fireside Chat From Automation to Operating Model Redesign​5:45–6:30 PM | Executive PanelHuman + AI Workflows Across the Customer Organization​6:30–6:50 PM | Roundtable Insights and Key Takeaways​6:50–7:00 PM | Closing Reflections​7:00 PM onward | Networking DinnerOrganized by SuccessLab and Hosted by ServiceNowRequest to attend: https://lu.ma/css2910

Customer Workflows Reimagined: AI, Orchestration, and the Next Service Organization

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