Renewals Are Won Long Before the Renewal Call. Win the Small Moments.
Chris Sund is a customer success keynote speaker for CS kickoffs, customer success conferences and revenue team meetings. He is President and COO of Uniti Med and GQR Healthcare and COO of Nebula, an AI talent-sourcing tech company, and he gives CS teams a simple way to protect retention and grow expansion revenue: own the relationship, and win it in the small moments nobody else is watching.
Customer Success Is Not Customer Service
Customer service handles the interaction in front of you. Customer success owns everything that happens after the contract is signed: whether the customer adopts, whether they renew, and whether they buy more. That is revenue work, and Chris speaks to it as an operator. If your audience is frontline service staff, the customer service keynote is the better fit.
Customer Success Team Kickoffs
The CS team’s own kickoff for the year or the quarter. The message is about owning the book of business, not just answering tickets.
Customer Success Conferences
General sessions and breakouts for CS leaders and CSMs, built around retention, expansion and the habits that protect both.
Revenue Kickoffs With a CS Track
When sales, SDRs and CS come together. Chris opens the main stage, then runs a breakout for the people who keep the customers sales just won. See revenue kickoffs and SaaS sales kickoffs.
Customer & User Conferences
When the audience is your customers, the same ideas show them what a real partnership looks like. See user conference keynotes.
The CARE Framework for Customer Success
CARE comes from Chris’s keynote The Power of Small Moments. It was built so every person in an organization, in every role, shapes the experience on purpose. For a customer success team it turns into a way to run every touchpoint on an account.
Connect
Every interaction is a chance to make the customer feel seen, heard and valued, not processed. A QBR that only reads a dashboard aloud is a missed connection.
Anticipate
Reduce friction before it surfaces. Meet customers where they are before they have to ask. The renewal risk you catch in month four is cheaper than the one you discover in month eleven.
Respond
Communicate with clarity, empathy and presence, especially in the moments that feel small but matter most: the escalation, the missed deadline, the champion who just changed jobs.
Engage
Build a culture where every team member takes ownership of the customer’s experience, so the account does not depend on one CSM remembering everything.
Own the Relationship. Retention and Expansion Follow.
Chris tells sales teams a story from his brewery days. The beer was on the shelf at every major store except the biggest retailer in the country, and what finally moved that buyer was not a better pitch. It was the loyal fans who kept driving to a competitor to buy it. Loyalty is leverage. Customer success teams create it, or lose it, one small moment at a time.
The same idea runs through how Chris leads. In its first year surveying with ClearlyRated, Uniti Med posted an 86.6 Net Promoter Score, and he walked through how feedback became a habit rather than a scorecard on the ClearlyRated Survey Says podcast. Treat your team well and they will treat your customers the same way.
- Owning the relationship end to end instead of routing the customer around
- Spotting renewal risk early, in the small signals before the big one
- Expansion as the result of trust, not a quota pitch dropped on a customer
- Turning a QBR into a conversation about the customer’s goals
- Handling the escalation that decides whether a customer stays
- One small moment each CSM commits to changing on their book the week they get home
Where the Session Fits on Your Agenda
Chris shapes the session around the agenda you already have. These placements work well for customer success audiences.
CS Kickoff Keynote
Right after leadership shares the retention and expansion goals. The keynote turns the targets into how the team will treat every account.
Keynote Plus Breakout
The main-stage keynote for the whole revenue team, then a breakout where CSMs map the moments on their own accounts using CARE.
Half or Full Day, In Person
The team maps its customer journey, names the friction points and decides which moments to change first. See the workshop format.
What Planners and Leaders Say
Chris delivered You Are Capable of More: Sales at the Definitive Healthcare sales kickoff in Boston to more than 800 people, and he builds every session around the organization in front of him. More on the testimonials page.
Chris would be an incredible addition to any live audience. I’ve had the privilege of seeing Chris speak a few times now, including at our company’s Sales Kickoff in front of 800+ people — which he crushed. Each time he finds a unique way to connect with his audience on both a personal and professional level, keeping everyone engaged and attentive.
Chris, we truly appreciated the time and effort you put into creating a presentation tailored specifically to our staff. Your ability to understand our team, align the content with our goals, and deliver it in a way that was engaging and meaningful made a real impact. It was clear this was not a one-size-fits-all presentation — and that made all the difference.
Chris’s Leadership Experience session was one of the highlights of the CSP Conference. His ability to blend real-world experience with authentic storytelling made it relatable and impactful. He was approachable, genuine, and generous with his time. I left inspired, energized, and equipped with insights I continue to reflect on.
Programs for Customer Success Teams
Every session is customized with your CS leadership around your customers, your renewal motion and where accounts are at risk.
The Power of Small Moments
The signature experience keynote, built on CARE, adapted for the people who own the customer after the sale.
Customer Service Keynote
For support desks and frontline service teams that work alongside customer success.
Take Back Your Time with AI
A working session for CSMs buried in follow-ups, notes and admin they would rather spend with customers.
You Are Capable of More
The signature keynote for a closing session, when the goal is belief as much as skill.
Who Books This Session
Related pages: Customer Service Keynote Speaker · Revenue Kickoff Speaker · The Power of Small Moments · SaaS Sales Kickoff Speaker · Tech Company Keynote Speaker · Customer & User Conference Speaker · Sales Kickoff Speaker · SDR & BDR Team Speaker · How to Plan a Sales Kickoff
What Customer Success Leaders Ask
How is a customer success keynote different from a customer service keynote?
Customer service is about the interaction in front of you. Customer success owns the whole relationship after the sale: adoption, renewal and expansion. Chris builds this session around retention and expansion revenue. For frontline service teams and contact centers, see the customer service keynote speaker page.
What framework does Chris use with customer success teams?
CARE, from his keynote The Power of Small Moments: Connect, Anticipate, Respond, Engage. For a CS team it becomes a way to run every touchpoint so the customer feels known, problems are caught before they surface, and every person on the account takes ownership of the outcome.
Can Chris speak at a revenue kickoff that includes CS, sales and SDRs?
Yes. Many tech companies bring every customer-facing team into one kickoff. Chris can deliver the main-stage keynote and then run a customer success breakout the same day. See the SaaS sales kickoff page and the sales kickoff planning guide.
Does Chris know software and tech companies?
Yes. He is COO of Nebula, an AI talent-sourcing tech company, and has spoken at the Definitive Healthcare sales kickoff and the BeatStars company meeting. See the tech company keynote speaker page.
What formats are available?
A keynote, a conference breakout, or a half-day or full-day in-person workshop where the team maps its own customer journey and decides which moments to change first.
You Are Capable of More
The bestselling book behind the keynote, an Amazon Bestseller and the 2026 Paris Book Festival winner in the How-To category. Its core idea fits a customer success team well: the gap between how the team performs today and what it is capable of is mostly habits and ownership.
Leaders often send every CSM home with a signed copy so the language from the session sticks. Bulk pricing is available.
He Runs the Teams That Keep the Customers
Chris leads the companies whose growth depends on clients coming back. He speaks to customer success teams as an operator who is accountable for retention and revenue this quarter, not as an observer.
He is President & COO of Uniti Med and GQR Healthcare and COO of Nebula, an AI talent-sourcing tech company. He helped grow Uniti Med 10x in revenue in two years, earning #3 on the Inc. Regionals list of the fastest-growing companies in the Midwest. His teams have earned Best Places to Work recognition across multiple programs, including a Fortune Best Workplaces award and Great Place to Work Certification three years running.
He is the bestselling, award-winning author of You Are Capable of More (an Amazon Bestseller and the 2026 Paris Book Festival winner in the How-To category), writes for Forbes and Inc., and has been a guest on WOWT, 10/11, Bloom on WFLA, KXAN, KCTV5, WOI and Dakota News Now. See the media hub.
Stages I Have Spoken On
Where Revenue and Company Audiences Have Heard Chris
Kickoffs, company meetings and conferences where Chris has spoken.
Definitive Healthcare SKOBoston, MA · 800+ sellersBeatStars Company MeetingCompany MeetingemPower Breakfast LincolnHandling ObjectionsCalifornia Staffing ProfessionalsCSP ConferenceNAHCR 2026 Annual ConferenceMilwaukee, WIMICA Fall Business MeetingsTake Back Your Time with AIAlso: Sales Kickoffs · Customer Service · All Sales Speaking · See all speaking engagements →
Bring Chris to Your Customer Success Team
Tell Chris about your customers, your renewal goals and where accounts are slipping. You’ll get a fast, straight answer on fit and availability.
Check AvailabilityResponse within one business day · Speaker kit, bio & headshots