Not every CCO sits at the executive table. Many still report through the sales org, and getting customer success recognised as a CEO and board-level priority remains, in Kay's words, "the multimillion dollar question that never goes away." In this session, Kay Mukherjee (Salesforce) tackles that question head-on: what it actually takes for CCOs to move beyond a sales-adjacent reporting line and become a genuine voice in board-level strategy. Rather than another ROI conversation, Kay will bring a practical framework built around metrics that go deeper than the basics, including a reframing of the "rule of 40" from a CCO's perspective, giving attendees something they can take away and apply immediately, not just food for thought. Key takeaways: - Why so many CCOs still don't have a true seat at the executive table, and what's structurally holding them back - A framework for elevating customer success from a sales-adjacent function to a CEO and board-level priority - How to reframe the "rule of 40" from a CCO's perspective as a board-level metric - Practical, ready-to-use metrics and talking points for demonstrating value beyond basic ROI - Specific examples attendees can adapt for their own board conversations