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Sam
Morovati
Director, Customer Success
Slack
Sam brings over a decade of hands-on experience building and scaling Customer Success teams; two of which were AI/ML startups before making a strategic career move to Slack. There, he has advanced to Director of Customer Success and co-owns the Slack Customer Advisory Board (CAB) program, demonstrating exceptional leadership in one of tech's most competitive environments. What sets Sam apart is his proven track record of transforming customer success strategies while navigating the fast-paced demands of high-growth companies. His progression through industry leading organizations like American Express, LinkedIn, and Slack showcases his consistent ability to forge meaningful customer relationships and drive measurable outcomes. Sam's career trajectory illustrates the power of combining deep customer empathy with strategic vision, qualities that have enabled him to excel and inspire successful teams at scale.
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10 March 2026 09:15 - 09:45
Owning the voice of the customer: Why CSMs should lead the CAB
Customer Success Managers are uniquely positioned to ensure the customerā€™s voice drives meaningful business and product decisions - but leading a Customer Advisory Board requires strategy, ownership, and execution. In this session, Sam Morovati will show how CSMs can take the reins and turn the CAB into a powerful engine for customer advocacy and impact. Key takeaways include: - Owning the CAB: How CSMs can lead with authority and credibility. - Driving engagement: Proven strategies to keep customers active, invested, and heard. - Success factors: Metrics, structures, and practices that turn feedback into actionable insights. - Creating impact: Aligning CAB insights with product and business strategy to deliver real value. Attendees will leave with actionable approaches to transform the CAB from a forum into a strategic tool that amplifies the customerā€™s voice and strengthens long-term relationships.