Join us for an engaging panel discussion where industry leaders share how AI can empower Customer Success teams to drive deeper engagement, increase efficiency, and deliver truly personalised customer experiences.
Artificial Intelligence (AI) is revolutionising Customer Success, but let’s set the record straight—AI isn’t here to replace human relationships; it’s here to enhance them. Join us for an engaging panel discussion where industry leaders share how AI can empower Customer Success teams to drive deeper engagement, increase efficiency, and deliver truly personalised customer experiences.
What to expect
How AI can automate routine tasks so CSMs can focus on strategic growth.
The role of predictive analytics in identifying churn risks and expansion opportunities.
Real-world examples of AI-driven insights leading to stronger customer relationships.
Practical strategies for integrating AI without losing the human touch
This isn’t just theory—it’s a real conversation about the future of Customer Success and how AI can work with your team, not instead of it.
Gabriel Carlsson
Senior Account Executive
Planhat
Gabriel is a SaaS sales leader with over 6 years of experience driving growth across the customer platform and CRM ecosystem. He currently serves as Sales Manager at Planhat, leading commercial efforts in the UK and EMEA after first joining as an Account Executive. Prior to Planhat, he held sales roles at Zendesk and Salesforce, supporting strategic enterprise accounts and digital transformation across the Nordics. Gabriel began his career as a Business Analyst at Gerent and is a former NCAA Division I athlete, bringing the same discipline and competitive drive to his professional journey.
Ell Powles
VP of Customer Success
Summize
Ell is a customer success executive with over 10 years of experience driving retention, expansion, and long-term value across B2B SaaS. As VP of Customer Success at Summize, she leads global CS strategy with a focus on Net Revenue Retention, building scalable programs that deliver measurable outcomes for enterprise clients. Prior to this, she spent nearly five years at Moody’s Analytics, where she led regional CS teams across Europe and Africa and oversaw a $90M portfolio. Ell brings deep expertise in customer lifecycle strategy, team leadership, and operational execution across regulated and high-growth environments.
Michael Paine
Global Head of Customer Success
Infinity
Michael is the VP of Customer Success at Infinity, a call intelligence platform, where he leads global post-sales strategy across a team he helped scale following Infinity’s acquisition of ResponseTap. With over 8 years of experience in customer success and team leadership, he has driven retention, growth, and operational excellence across multiple roles, including Global Head and Head of Customer Success. Michael blends strategic oversight with a strong people-first approach, delivering consistent impact in high-growth SaaS environments.
Harriet Kaufman
Senior Manager, Customer Success
Mixpanel
Harriet is a customer success leader with over 10 years of experience across SaaS, analytics, and enterprise software. She currently leads Mixpanel’s EMEA customer success team, where she’s spent six years progressing from individual contributor to Senior Manager. In her role, she drives adoption and strategy for clients across the region, with a focus on outcomes and long-term retention. Earlier in her career, Harriet led customer success at DueDil and held go-to-market roles at Zendesk, Oracle, and MarketInvoice.
