CS Ops and CSMs: One Team, Smarter Collaboration, Bigger Impact

Session Abstract

CS Ops and CSMs perform best when collaboration is seamless, but misaligned roles, unclear processes, and siloed data often weaken their impact. In this session, Nadeem Mazhar, Director – Business Analyst at Moody’s, will share actionable strategies and frameworks to strengthen the partnership within the critical CS Operations engine. Attendees will learn how to align teams, define clear roles, leverage data effectively, and drive measurable results while maintaining the human connection that defines Customer Success, specifically covering how to define and align CS Ops and CSM roles, build data-driven and AI-enabled partnerships, create a unified CS Ops and CSM framework with strong feedback loops, and collaborate with stakeholders at scale without losing the human connection.