Operational excellence in Customer Success is often reduced to efficiency metrics, process optimization, and doing more with less. But real operational excellence is about building the systems, feedback loops, and team ownership models that enable consistent customer outcomes at scale. In this session, Phil Knight will share lessons from working in hybrid operational and customer-facing roles, including how to design internal systems, create frontline buy-in, and build the organizational capability needed for long-term success. Key takeaways: - Why operational excellence in CS should be defined by capability, not just efficiency - How to build systems and processes that support scale without losing frontline ownership - Ways to create feedback loops so teams help shape how operations work - What CS leaders can do when they do not have a dedicated CSOps function - Practical lessons from blended ops and CS roles that can apply across different org structures Attendees will leave with a practical perspective on how CS leaders can strengthen operations not just to streamline work, but to make their teams more effective, adaptable, and impactful.