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MunMun
Malik
Vice President, Customer Success Operations
PTC
MunMun Malik is Vice President of Customer Success Operations at PTC, where MunMun leads strategic initiatives that optimize processes, scale operations, and drive measurable customer outcomes. With over 20 years of experience spanning SaaS, healthcare, and enterprise technology, MunMun integrates operational excellence with a deep focus on employee and customer experience, guiding businesses to move beyond reactive service and embrace proactive, data-driven engagement. MunMun began her career in biomedical engineering after graduating from Texas A&M University and later pivoted into SaaS through ServiceMax, where she held leadership roles in operations and innovation. A recognized advocate for diversity and inclusion, MunMun founded a Womxn’s Network to empower women in tech and was a previous member of Chief, a network for senior women executives. MunMun lives on Long Island, NY with her husband Nitin, their 2 kids Ishaan (14) and Saanvi (12) and their adopted 4-yr old Bernadoodle, Coco.
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11 March 2026 14:15 - 14:45
Partnering with CS ops: 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.