This article is based on a presentation given by Roger at Customer Success Festival San Francisco in September 2023.

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Aligning business-wide initiatives and driving frictionless renewals are key goals for any customer success leader in a business that follows a recurring revenue model. 

In this article, we'll explore how to leverage customer success operations (CS Ops) to achieve organization-wide alignment.

Specific topics covered include:

By the end of this article, we'll have unpacked frameworks, skills and mindsets to align your broader organization around customer success. Whether you're leading a small scrappy team or a large global organization, this article will provide actionable insights you can implement right away. 

Let's dive in!