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MunMun
Malik
Vice President, Customer Success Operations
PTC
MunMun is passionate about driving customer success through efficient processes and strategic solutions. With deep expertise in optimizing internal workflows, implementing data-driven improvements across systems and tools, and collaborating effectively with cross-functional teams, she thrives in environments dedicated to delivering value and cultivating long-term customer relationships. By combining operational excellence with a strong customer-centric mindset, MunMun helps organizations scale their customer success functions and achieve measurable, meaningful outcomes. She brings more than 20 years of management experience spanning multiple disciplines, including leading teams of developers and architects, supporting clinicians and medical center staff, and overseeing clients, accounts, programs, and operations.
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11 March 2026 14:15 - 14:45
What CS Ops can teach CS: Reactive to proactive to predictive
This session highlights how Customer Success Operations can guide CS teams through the essential shift from reactive response to proactive strategy - and ultimately to predictive, AI-driven engagement. Drawing on real-world operations insights, we’ll explore how CS Ops selects and configures the right platforms, designs scalable processes, and translates complex data into meaningful, actionable signals for CSMs. We’ll dig into how CS Ops helps teams avoid getting lost in dashboards, allowing automation, AI, and well-designed workflows to surface what truly matters. Attendees will learn how CS Ops empowers Customer Success to stay ahead of customer needs, focus their time where it has the greatest impact, and build a future-ready practice where tools work for the team - not the other way around.