Change Without Chaos: How CS Ops Holds It Together During Organizational Transformation

Session Abstract

In this session, Carol Keyes and Catherine Bacon discuss how BMC navigated acquisitions, reorganizations, and structural change by turning complex operational shifts into clear, scalable workflows for Customer Success teams. Attendees will learn practical strategies for managing transformation without disrupting the customer experience, building trust with frontline teams, and strengthening collaboration between Operations, leadership, and enablement functions.