In this session, Michelle Hare, Head of Customer Success at Sage, shares candid insights from her journey leading high-performing CS teams through growth, transformation, and challenge. This session explores the wins that shaped strategy, the missteps that sparked innovation, and the tough realities that strengthened resilience. Attendees will gain practical takeaways on customer-centric leadership, scaling CS operations, navigating organisational change, and building a culture where both customers and teams thrive.