In this session, Andrea Marroquin, Global Director of Customer Success Operations at Sage, will explore what it takes to bring structure and consistency to CS across a highly complex, multi-entity organization. Drawing on experience integrating acquired businesses with vastly different levels of CS maturity, from early-stage teams to more established organisations, Andrea will share how to unify operations, reduce fragmentation, and create scalable systems that work across diverse environments. She will highlight the common friction points that emerge in multi-team CS organizations, and the frameworks and operational approaches that enable greater alignment, repeatability, and efficiency at scale. Key takeaways: - Common challenges Customer Success teams face at different stages of maturity - Practical ways to operationalize and streamline CS processes - Structures and frameworks that work across diverse team environments - Lessons from supporting teams across multiple acquired companies - Ideas attendees can apply within their own CS organizations