This highly interactive coaching experience gives Customer Success leaders and practitioners direct access to expert guidance on building and scaling effective CS career ladders. Instead of sitting through another presentation, attendees will join a hands-on working session led by one of two experienced Customer Success coaches: Mike Lemire or Rob Zambito. Together, Mike and Rob will guide participants through the core competencies, expectations, and growth paths that define great Customer Success work at every level—from individual contributor through senior leadership. Through practical exercises, peer discussion, and real-world frameworks, attendees will begin building a career ladder they can apply to their own teams and organizations. Participants will leave with a working competency framework and actionable ideas they can immediately use for career development, hiring, performance conversations, and organizational design. Coaches: Mike Lemire & Rob Zambito — Build your CS organization career ladder A hands-on session focused on creating a clear, scalable career ladder for Customer Success teams. Participants will explore the skills, behaviors, and competencies required at each level and use those insights to map growth paths for their teams and themselves. By the end of the session, attendees will have a practical framework they can take back and apply immediately.