In it’s inaugural year, BIG RYG: Washington, D.C. is bringing top decision makers to where the biggest decisions are made. This new branch of our BIG RYG events will be hosted in-person and tailored for our Customer Success leaders. Think: a focus on prominent business challenges within the CS industry, high-level thought leadership, and open dialogue with the experts and game changers within the CS industry. ​    

Learn more: A Letter From Our CEO: BIG RYG 2021

Go beyond problem admiration with content focused on real business challenges

Experience how the Customer Success industry offers real ROI & real impact

Forge new connections, exchange knowledge & expand your professional network

Offload your questions on tech & Customer Success with  live access & open dialogue  

Who is it for?

ChurnZero’s BIG RYG is a two-day educational and networking event for Customer Success leaders.  Join other Customer Success thought leaders, product experts and senior company executives who are looking to learn while making genuine connections among a community of like-minded professionals. 

Pre-Conference – Hyper-Workshops

October 6th is a half-day of programming of hyper-workshops featuring facetime with CS experts and open, hands-on discussion. Cap the day off with food and drinks in our networking reception.

Main Conference Day

October 7th is a full day of programming and is the main conference day of BIG RYG DC. Here you’ll take in informative peer- led panels, captivating keynote sessions, and more intimate breakout sessions.

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Speak Simply, Be Real, and Challenge the Audience

Important information regarding proposal submissions: 

BIG RYG DC Curriculum

When developing sessions for BIG RYG , our primary goal is to address the most current, relevant and emerging Customer Success topics. Our mantra is Speak Simply, Be Real and Challenge the Audience. We want to have fun while keeping gimmicks to a minimum. BIG RYG will focus on the people and the content.  

We aim to help CS professionals excel in their careers and understand what it takes to deliver exceptional ongoing customer value at all levels of your organization.   

Speaker Requirements: 

As we look to showcase the current and future state of Customer Success, we are looking for presenters who are willing to gift their expertise to help advance the community. BIG RYG speakers will receive a significantly reduced rate for their conference tickets. 

Other details: 

  • BIG RYG sessions are opportunities to share knowledge with the greater Customer Success community and is not a showcase for promotion of business, practice, service or product.  
  • Inclusion as a BIG RYG speaker gives ChurnZero permission to use your name and likeness in conference promotional efforts. 


While the full agenda is still in the works, here’s a look at some of the session from the 2020 BIG RYG Virtual event. 

2020 BIG RYG sessions:

  • Gainsight, G2, and Pendo CEOs Discuss the Future of the Customer, Moderated by ChurnZero
  • Operationalizing Iteration & Continuous Improvement for CS
  • Customer Success Should Own the Business Relationship: An Oxford-style Debate
  • Bridging the Gap Between Customer Success and Product
  • Using Customer Experiences to Drive Retention
  • The View of Customer Success and Customer Churn from the Board Room and VC / Investor Meetings
  • Driving Customer Engagement through Community: The Story of Gain Grow Retain
  • Why Humans Are Irrational: Applying Behavioral Economics to Customer Success
  • Be the Sherlock Holmes of Customer Success: Uncovering Hidden Points of Contact
  • When Customer Success is a Second-Class Citizen
  • CX Growing Pains: Lessons Learned Scaling to 300% Growth in 3 Years
  • Secrets to Scaling Your Customer Success Function


Pre-Conference – Hyper-Workshops
October 6

12:00 PMReg Opens and Welcome Lunch
01:15 PMHyper-WorkshopHyper-Workshop
02:45 PMBreak
03:00 PMHyper-WorkshopHyper-Workshop
04:30 PMNetworking Reception
06:00 PMNetworking Reception Ends
07:00 PMEvening Event


Main Conference
October 7

08:00 AMReg Opens and Breakfast
09:00 AMWelcome – You Mon Tsang and Abby Hammer
09:15 AMOpening General Session
10:15 AMBreak
10:30 AMBreakoutBreakoutBreakout
11:15 AMBreak
11:30 AMBreakoutBreakout Breakout
12:15 PMLunch
01:15 PMGeneral Session
02:00 PMBreakoutBreakout Breakout
02:45 PMBreak
03:15 PMBreakoutBreakout Breakout
04:00 PMBreak
04:15 PMGeneral Session
05:00 PMDay 2 Concludes


Interested in speaking at BIG RYG? Indicate your interest here.


October 6th, 2021 

Get on the fast track to success with our Pre-Conference Hyper-Workshops. Whether your Customer Success team is well seasoned, or newly established, these workshops will arm you with the know-how to deliver exceptional client experiences. 

This pre-conference half day will feature expert-led sessions, comprising of both strategic guidance and tactical recommendations. Stay tuned for more details as we approach the BIG day.

Available with Premium Access tickets 

Interested in sponsoring BIG RYG? Indicate your interest here.


BIG RYG is taking place at Convene – located at 600 14th Street NW, Washington DC 20005. The venue is located in the heart of DC, immediately across from the White House and US Treasury.

Convene is two blocks from the Metro Center Metrorail station, which connects directly to Union Station, Washington National Airport, & Washington Dulles Airport

Check out some of our favorite hotels, located just a few blocks away from BIG RYG. Confirm your accommodations early to guarantee your room. 


Washington Marriott at Metro Center – 775 12th St NW 

  • This 4-star Marriott property combines the historic charm of the former General Post Office with a convenient location. The property is just s stones throw away from BIG RYG, MetroRail, and more. Book Now 

Hilton Garden Inn Washington DC Downtown – 815 14th St NW 

  • Just three minutes from Convene, Hilton Garden Inn offers 3-star accommodations in a central location. The property is just a stones throw from the White House, Metro Center MetroRail stop, and more. Book Now 

Motto by Hilton Washington DC City Center – 627 H St NW 

  • Looking to try something different? The Pod Hotel is a 3-star property featuring micro guest rooms in a small but usable format. Located in the shadow of Chinatown’s Friendship Archway, Motto DC is just a 10-minute walk East of BIG RYG’s venue.  Book Now 


Looking to stay like a local during your time at BIG RYG? Check out some of our favorite neighborhoods for rentals or home share. 


Downtown / Penn Quarter 

  • Stay in the thick of the action and only a walk away from BIG RYG’s venue. Enjoy museums, shopping and dining in the neighborhoods surrounding Chinatown and the White House. 


Capitol Hill 

  • Looking to mingle with Washington’s Power Players? Check out Capitol Hill, one of DC’s most diverse historic neighborhoods. ‘The Hill’ is located just a quick Metro or rideshare away from BIG RYG. 


Foggy Bottom 

  • The historic Foggy Bottom neighborhood features easy access to the National Mall and an abundance of dining options. Located just west of the White House, Foggy Bottom is a short walk to the BIG RYG DC venue.

The Washington area is served by three airports:


The closest airport  is Washington National, which is only a 15 minute Metro ride away from our venue. 

Buy 3 tickets to BIG RYG DC, Get 1 Ticket Free! Contact to secure your discount code


Secure Your Place at BIG RYG DC Today

Interested in sponsoring BIG RYG? Indicate your interest here.


Your BIG RYG DC registration includes all scheduled events during the main conference day (excluding pre-conference hyper-workshops.) You can look forward to learning, keynote addresses, and the opportunity to network with industry thought leaders.  

Breakfast and lunch, along with other light refreshments, will be provided over the course of the event. 

General registration includes all scheduled events during the main conference day (October 7th).

Premium access includes the everything in General access along with a half day of pre-conference hyper-workshop (October 6th.)  

Both passes include breakfast and lunch, along with other light refreshments, will be provided over the course of the event. 

Our attendee’s health and safety are at the forefront of BIG RYG DC. Based upon CDC guidance, the event will follow all local mandates surrounding COVID19. In addition, our venue has implemented precautions such as increased cleanings, readily available hand sanitizers and facemasks, and ample room to social distance.

Attendees who join us at BIG RYG DC agree that they will be fully vaccinated prior to the event. Those that are unvaccinated will wear a mask and follow recommended safety precautions (based upon CDC guidance). ChurnZero will not be monitoring who is vaccinated.

We also advise attendees to stay at home if they are experiencing symptoms (cough/runny nose/fever) or have been exposed to COVID19 within 14 days prior to the event.

Should you have any other questions, email us at

A limited amount of Early Bird tickets will be available. These will be limited to the first 60 tickets. 

When it comes to BIG RYG DC, the more the merrier! By purchasing 3 tickets, you’ll receive the 4th for free. Simply email to secure your discount code.

  • Full refunds available for cancellations made more than 14 days prior to the event.
  • If you register and are unable to attend, you can transfer your registration to a colleague up until 5 days prior to BIG RYG DC. Just email to complete your transfer

Early October is a great time to visit Washington, D.C.  You can expect warm temperatures during the daytime in the low to mid 70s F (about 23 C.) Temperatures occasionally reach into the 80s F (about 29 C.) Early mornings can be brisk, often in the mid-50s F (about 13 C).  

BIG RYG is a business casual event.

With so much to see and do in Washington, DC, we suggest wearing layers. Depending on the forecast, they may come in handy when taking in monument views and exploring the District.

During registration, you’ll have an opportunity to indicate special dietary restrictions.  

Forgot to indicate this information? Email the conference team at

Yes, high-speed wireless internet will be available for all BIG RYG DC attendees. 

We hate to see you go but understand things can change.  

  • If you are no longer attending BIG RYG DC, but wish to send a substitution, please let us know ASAP. We will ensure that your existing registration is transferred to your substitute.  


Contact the BIG RYG team at to make any modifications to an existing registration. 

Stay tuned for more FAQs as BIG RYG DC approaches.  

Have a pressing question? Reach out to



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