Customer Success has long been treated as a uniform function: one role, one playbook, one model for every account. But customers aren’t uniform, and neither are the capabilities required to drive real outcomes. In this keynote, Karen Lazarou, Head of Customer Success at Amdocs, explores why differentiated customers demand differentiated Customer Success. The session will explore: - How Technical Account Managers proactively prepare customers for upgrades, maintenance, and long-term scalability - Why operational CSMs can’t drive business outcomes if IT stakeholders aren’t aligned - How to design a balanced CS organization that aligns talent with customer complexity When IT teams become advocates instead of blockers, renewals stop being negotiations and start becoming the natural next step.