SEPTEMBER 25-27, 2019 – BOSTON, MA


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

When: September 25-27, 2019

Where: HubSpot HQ, 2 Canal Park, Cambridge, Massachusetts 02141 — Enter through the side patio door.


Welcome to the second Support Driven Leadership Summit! We’ve planned two and a half days of a single track of great content for you, plus lots of opportunities for you 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 Elsbeth Flanders or Brittany Ferguson 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.


Mobile app
Leadership Summit has an app! Please download Whova to your iOS or Android mobile device now. Once you’ve downloaded the app:

  1. Sign in to Whova to create your profile.
  2. Once you are signed into the app, tap Find My Event / Conference.
  3. Search for “Support Driven.”
  4. Tap Support Driven Leadership Summit when it appears to enter the event app.

The app includes the Leadership Summit Agenda, speaker profiles, the venue floor plan, and is the primary method we will use to communicate day-of news and updates at Summit.

The app also includes the ability to provide feedback for a speaker session to help organizers and speakers know what’s going well and where we can improve. To review a session, tap the session title on the day’s agenda, then tap Rate.

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.


If you need help, or to report a Code of Conduct violation, please find Elsbeth Flanders or Brittany Ferguson with concerns anytime.


Breakfast will be from 8:30 to 9:30am on Thursday and Friday 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. Stick around for a lunchtime panel from our sponsors.

Afternoon Snack will be during an extended break each afternoon.

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 and another tea machine.


Day One: Wednesday, September 25 3 to 7pm.

Day Two: Thursday, September 26 8:30am to 7pm.

Day Three: Friday, September 27 8:30am to 5pm.

To view the schedule for each day in detail, including speakers and topics, see here:


Registration Options:

  • Register Wednesday afternoon from 3 to 4pm near the venue entrance at the registration desk. (There will be signs!)
  • Register Thursday morning from 8:30 to 9:30am at the registration desk.

When you register, we’ll check your name off in our ticketing app and give you your blank Summit badge. Please wear your badge throughout the conference so our staff and HubSpot security can easily identify you as a Summit attendee. We will have a separate badge-decorating table with markers for writing your name.


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.




On Wednesday, 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 Wednesday Happy Hour.

On Thursday, there will be a Happy Hour hosted by Kustomer immediately after Summit events (in the same venue). Please RSVP here.


How do I contact Elsbeth and Brittany? Please use Whova to do so! Either the Ask the Organizers thread, or a DM will work great.

Will there be WiFi? Yes. All attendees and sponsors can use the HubSpot guest WiFi.

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 registration booth in the lobby.

Someone has injured themselves. Where is First Aid? If it’s an emergency, call 911, then report it to Elsbeth or Brittany. If it’s not 911-level injury or emergency, find Elsbeth or Brittany and they’ll help. You can find a First Aid kit at the Registration desk.

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! If you want access to a lactation room for pumping, contact Elsbeth or Brittany and we’ll set you up.

Will the talks and panels 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 at 3pm on Wednesday, and registration & breakfast at 8:30am Thursday & Friday.

What time does everything end? Each day wraps up at 5:00pm. There is a Happy Hour Wednesday and Thursday evenings 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 an hour long, 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 about 2 hours each day. All attendees will break into small groups for a series of facilitated group discussions and activities.

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 @elsbeth 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!