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Debbie
Lillitos
Chief Customer Officer
Teamviewer
Debbie Lillitos is Chief Customer Officer at TeamViewer, where she leads the company's global post-sales organisation spanning Customer Success, Support, Onboarding, Enablement and Retention for more than 650,000 customers worldwide. A recognised SaaS executive with over 20 years of international leadership experience across North America, EMEA and APAC, she specialises in scaling high-performing customer organisations that drive growth, retention and operational excellence. Previously, as Chief Customer Officer at Vena Solutions, she helped scale the business from $10M to $100M ARR while maintaining industry-leading customer satisfaction and expansion metrics. Debbie is passionate about building customer-centric organisations, developing exceptional leaders and creating cultures that deliver lasting business impact.
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12 November 2026 14:00 - 14:45
Automating the busywork so customer success managers can focus on relationships
Ask most CSMs what takes up their week and the honest answer is rarely the part of the job they were hired for. Call notes, account research, renewal paperwork and status updates eat the hours that should go to the customer relationship itself. This session looks at where automation is genuinely freeing up CSM time for higher value work, and what CS leaders should look for when deciding which parts of the job to automate first without losing the human judgment customers still expect. What this session will cover: - Which CSM tasks are the strongest early candidates for automation - How to protect the relationship-building parts of the role from being automated away - What good looks like when a team gets automation right - How to sequence an automation rollout without disrupting live accounts