Customer Success Managers are uniquely positioned to ensure the customer’s voice shapes meaningful business and product decisions — but what does it really take to lead an effective Customer Advisory Board? In this fireside chat, Sam Morovati and Madison Hall will share real-world experiences, lessons learned, and practical insights on how CSMs can step into ownership of the CAB and turn it into a powerful engine for customer advocacy and impact. Through candid discussion and examples, the conversation will explore what works, what doesn’t, and how to elevate the CAB beyond a routine forum. Topics will include: - Taking ownership of the CAB with confidence, credibility, and clear purpose - Keeping customers engaged, invested, and eager to participate - The structures, signals, and metrics that turn feedback into action - Translating CAB insights into product and business impact Attendees will walk away with practical ideas and proven approaches to transform the CAB into a strategic asset that amplifies the customer voice and strengthens long-term relationships.