It’s not effort or talent that separates successful CS teams from unsuccessful ones — it’s the *process*. Going from “random acts of Customer Success” to an efficient, revenue-driving CS operation requires a formalised set of repeatable actions. During this workshop session, we will be asking CS professionals to think critically about the CS processes that exist (and don’t exist) at their organisation, and what they would do to improve/create processes in order to drive team efficiency and create consistently stellar customer experiences.