The ladder in customer success rarely looks like the one described in a job posting. Most CSMs can name the title they want next, but not the actual decisions and moves that get them there. In this session, the speaker will share their own path through customer success, from building a global CS function from the ground up during a major business shift at F5, to stepping into a senior leadership seat at a new company. They will talk through what actually moved them forward at each stage, and what they'd tell someone starting out today. Key learnings: - What separates the CSMs who get promoted from the ones who plateau - How to build a track record that gets you noticed for bigger roles - What changes, and what doesn't, once you move from executing to leading - How to know when it's time to make your next move, up or to a new company