Ep 17: Should CS Ops be part of Customer Success or RevOps?

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Episode Summary

In this episode, Naquiyah Cash (Gainsight Admin and CS Ops Consultant, Zywave) and Mark Stagi (VP of Customer Success, Avoma) discuss who is best positioned to own CS Ops.

It's not just about implementation, but about the process, enablement and strategy
The shift from reactive and feature focused CS to customer's outcomes
The struggle in making the shift