One approach doesn’t fit all. Customers are diverse, expectations vary, and CS teams need agility, not templates. In this session, you’ll stop guessing and start designing. Shikha Ghulati, Sr Director, Customer Success at PTC, leads a hands-on exploration of tailoring Customer Success to the unique needs of each customer. Through collaborative exercises, you’ll identify patterns, pain points, and opportunities to make your CS more adaptive, scalable, and impactful. You’ll work on: • Mapping customer types and their unique success drivers • Identifying friction points and designing tailored interventions • Building repeatable processes that remain flexible and customer-first Participants will leave with a personalized CS playbook draft, ready to apply immediately in their teams - turning strategy into action, one customer at a time.