OCTOBER 29-30, 2018 – BOSTON, MA


This is your one-stop guide to everything you need to know about Support Driven Leadership Summit!

When: October 29 & 30, 2018 + a bonus half-day event on October 31
Where: HubSpot HQ, 2 Canal Park, Cambridge, Massachusetts 02141 — Enter through the side patio door.


Welcome to the very first Support Driven Leadership Summit! We’ve planned two days of a single track of great content for you, plus lots of opportunities for your to interact with members of the fantastic SD community.

It’s important to all of us to create a safe, inclusive environment, so we’d like to point out a few key elements of the Support Driven Code of Conduct:


  • The foundation of our community comes from treating each other with respect and courtesy.
  • Be kind to others. Do not insult or put down other participants. Behave professionally.
  • Remember that harassment, sexist, or racist jokes are not appropriate for Support Driven. “Jokes” are often the culprit for Code of Conduct violations. Do not make jokes about gender, sexual orientation, disability, physical appearance, body size, race, religion, and do not initiate inappropriate physical contact or unwelcome sexual attention.
  • Take care of each other. Even if something seems it might be inconsequential, alert Scott Tran, Andrea Badgley, or Sarah Blackstock if you notice a potential dangerous situation, someone in distress, or violations of this code of conduct whether online or in person.


Summit is a one-track conference, so luckily, everyone can attend every session they want! We’re aiming to create a comfortable, inviting space for us to all dive in and discuss leadership, support, success, and operations in depth.

Don’t worry though! We’ve built in breaks throughout each day, including an extra-long one each afternoon for a delicious snack in the downstairs kitchen space. During each break you’re welcome to stroll around the venue, hang out on the patio, swing by the booths for some quiet time, or head upstairs for a coffee.


If you need help, or to report a code of conduct violation, please find Scott Tran, Andrea Badgley, or Sarah Blackstock with concerns anytime.


SD Summit on Slack

Prior to the event, join the #event-sd-summit channel on the Support Driven Slack to see the latest updates ,ask or answer questions, and get excited about Summit with your fellow attendees. (Not on Slack yet? Join here.)

Hashtag: #SDSummit

The official social media hashtag for Summit is #sdsummit.

Emails to Ticket Holders

If you’ve got a ticket to Summit, we’ll be sending details about the event to you shortly before it starts and throughout. Please watch for those emails, as they’ll have details for attendees that won’t necessarily be shared on the website.


View detailed menus for Monday and Tuesday.

Breakfast will be from 8:30 to 9:30am each morning in the kitchen downstairs, plus there’s coffee upstairs in the Coffee Garden too.

Lunch is 1.5 hours each day and will be served in the downstairs kitchen.

Afternoon Snack will be during an extended break each afternoon and will include fruit and dessert options.

Coffee and other drinks will be available in the Coffee Garden upstairs and the kitchen downstairs. The Coffee Garden will be open throughout the event. Up there you’ll find water options, a tea machine, self-serve espresso makers, cold brew, nitro cold brew, and more. Plus there will be two baristas working in the space too. The kitchen (downstairs) has water options plus a Coke Freestyle machine for soda.


Day One: Monday, October 29

8:30 to 9:30am: Registration and breakfast
9:30 to 9:45am: Opening Remarks
9:45 to 10:15am: Opening Keynote
10:15 to 11:50am: Case Study #1
11:50 to 1:20pm: Lunch (Includes Partner Panel from 12:15 to 1:00.)
1:20 to 2:55pm: Case Study #2
2:55 to 3:25pm: Snack Break
3:25 to 3:55pm: Lightning Talks
3:55 to 4:10pm: Break
4:10 to 5:25pm: Breakout Sessions
5:25 to 5:30pm: Closing Remarks
5:30 to 7:30: Help Scout Happy Hour

Day Two: Tuesday, October 30

8:30 to 9:30am: Breakfast
9:30 to 11:05am: Case Study #3
11:05 to 11:20am: Break
11:20 to 11:50am: Lightning Talks
11:50 to 1:20pm: Lunch (Includes Partner Panel from 12:15 to 1:00.)
1:20 to 2:55pm: Case Study #4
2:55 to 3:25pm: Snack Break
3:25 to 4:40pm: Breakout Sessions
4:40 to 4:55pm Break
4:55 to 5:25pm Closing Keynote
5:25 to 5:30pm Closing Remarks
5:45 to 8:00pm: HubSpot Happy Hour & Tours

Note: Each Case Study includes a break in the middle.

To view the schedule for each day in detail, including speakers and topics, see here: https://www.supportdriven.com/summit/schedule/


Registration Options:

  • Register early and receive your wristband at the Welcome Party on Sunday night.
  • Register Monday morning from 8:30 to 9:30am near the venue entrance at the registration desk. (There will be signs!)

When you register, we’ll check your name off in our ticketing app and give you your Summit wristband. Please wear your wristband throughout the conference so our staff and HubSpot security can easily identify you as a Summit attendee.

Wristbands will be reversible to indicate whether you’re feeling social or need some quiet time. When you’d like to talk to others, flip your wristband so that the color shows. When you’d like some quiet time and don’t want to be approached for conversations, flip your wristband to grey.

Before initiating a conversation, please check an attendee’s wristband before approaching to respect their current interaction state. If it’s grey, look for that person again later when they’re ready to talk.


Directions From the Airport: Use the MBTA Trip Planner to plan your route via public transportation or grab a Lyft or Uber from any terminal.

In Town: If you’re coming from Boston and want to take the subway, check out the Green Line (E Branch) and look for Lechmere Station, which is right near the venue. For other options and from other areas, there are buses, ride share options, and more. Check out the MBTA Trip Planner to map out your public transit options.

Parking at Venue: If you’re driving to the venue, there is metered street parking, plus there are three nearby parking garages. The most convenient one is under HubSpot’s 2 Canal Park office (entrance is up a small ramp on Cambridge Street). There is also a garage for the Cambridgeside Galleria on First Street, as well as a cash-only garage at 9 Spring Street.



The Welcome Party will be on Sunday, October 28 from 5-7pm at 730 Tavern (Address: 730 Massachusetts Ave, Cambridge, MA 02139) and is sponsored by Zendesk. We’ll provide drink tickets and a chance to get to know your fellow attendees before the conference kicks off Monday morning!

Please RSVP to the Welcome Party on the calendar invitation sent to the email address on your ticket or by pinging @SarahB in the SD Slack. Also, while you’re at the party, find Scott, Andrea, or Sarah to register so you can get your wristband and skip the line in the morning.

On Monday there will be a Happy Hour hosted by Help Scout immediately after Summit events (in the same venue).

On Tuesday there will be a Happy Hour hosted by HubSpot (plus tours of their space!) immediately after Summit events (in the same venue).

No RSVP is required for the Happy Hours.


On Wednesday, October 31, HubSpot is hosting a special half-day event for Summit attendees. Check out the details on the event and reserve your free space now.


Will there be WiFi?
Yes. Details to come.

What should I bring?
Your preferred note-taking tools (pen and paper, phone, tablet), and your mobile device (with an external charger if you have one).

What should I wear?
Wear what makes you comfortable! Anything from t-shirt to business casual is normal.

Are there outlets I can use to charge my phone?
There are outlets around the venue, but we’re not sure how much competition there might be for them. If you have an external battery charger you can bring, we recommend bringing it.

Where is lost and found?
At the swag table in the main room.

Someone has injured themselves. Where is First Aid?
If it’s an emergency, call 911, then report it to Sarah, Andrea, or Scott.
If it’s not 911-level injury or emergency, find Sarah, Andrea, or Scott and they’ll help.

Is there a space I can go when I need quiet time?
Sure! The official Quiet Space is the row of booths outside of the Main Room. Look for the sign.

Where can I nurse my baby?
You’re welcome to nurse anywhere you’re comfortable. The booths in the designated quiet space right outside of the main room may be a good spot!

Will the talks and workshops be recorded?
Yes, speaker presentations and panels will be recorded. Breakout sessions will not be recorded. Speakers will receive a digital copy of their talk after editing is complete, and we’ll share videos on our Vimeo account too.

What time does everything begin?
Doors open for registration and breakfast at 8:30am each day.

What time does everything end?
Each day wraps up at 5:30. There is a Happy Hour each evening though, so you may want to stick around for drinks, snacks, and a chance to chat.

What’s the difference between case studies, lightning talks, and breakout sessions?
Case Studies are each 80 minutes long (with a break in the middle!), and include a deep dive into a particular topic or issue with the chance for attendees to discuss. There will be two each day. Lightning Talks are five minutes and feature a key takeaway on one particular topic. Each day will feature four lightning talk presentations. Breakout Sessions are one hour and fifteen minutes each day. All attendees will break into small groups for lean coffee style discussions on various topics (determined by the group).

Can I request a topic for next year’s Summit?
Sure! Please save your idea and share it in the survey we send out after the conference. Or ping @SarahB in the SD Slack and she’ll save it for you.

How do I connect with the Support professionals I’ve met after the conference is over?
Join the Support Driven Slack!

I want to present or volunteer for next year’s event, how do I do that?
Once Summit is over, we’ll send out an attendee survey. Please let us know there that you’re interested so we can follow up with you!