The job of "customer success" looks completely different depending on the company you're doing it at. At a startup, CS is often one generalist reporting straight to the CEO, doing onboarding, support, and renewals all at once. At mid-market, roles start splitting out and CS Ops becomes necessary just to stop everyone from reinventing process on every account. At enterprise, CS is a multi-layered function with dedicated ops, tooling, and journey-stage specialists. Lorenzo Serva breaks down what actually changes internally at each stage, and the transitions that catch CS leaders off guard. Key subtopics: - The generalist-to-specialist shift: when to split onboarding, support, and renewals into distinct roles - Why CS Ops becomes non-negotiable once a team passes about 5 CSMs - Reporting lines: CS under the CEO vs. under a CCO vs. buried in sales - Tooling maturity: spreadsheets and CRM, to a CS platform, to a fully integrated data stack - What breaks when a growing company keeps its startup-era CS structure too long For any CS leader who has inherited a structure built for a company three sizes ago, this session offers a practical read on which changes to make, and when, from someone navigating that evolution directly.