WoCS Sydney X HiBob: Know Your Role, Break the Boundaries

About Event

Managing the customer is only part of the job. Managing everything around the customer is where it gets interesting.

As a CSM, you’re rarely working on an account in isolation. Sales has commercial goals. Support is managing issues. Professional Services has deliverables. Product has its priorities. Leadership has expectations. And the CSM needs to navigate all of it while staying focused on the customer and the outcomes they’re trying to achieve.

So what is a CSM actually responsible for? What should you own, and what sits with someone else? How do you create alignment when everyone involved in an account has different goals, priorities, and measures of success? And how do you influence the people you need when you don’t have direct authority over them?

For this Women of Customer Success panel, we’re bringing together senior Customer Success leaders to unpack the reality of managing complex accounts and the internal relationships that come with them.

We’ll talk about defining the CSM role, setting shared goals, creating clarity around ownership, navigating competing priorities, and building the internal relationships you need to move an account forward.

Expect an open, practical conversation about what works, what gets messy, and what effective cross-functional leadership looks like from the CSM seat.

Panelists

Simonetta Sarogni leads a team that partners with clients across the full customer lifecycle to align communications technology with key commercial goals. She brings over 15 years of leadership experience across the UK and Australia in the technology and communications sector.

Poorva Bhardwaj leads customer adoption, engagement and retention across the APAC market, with a strong background in building and coaching high-performing teams. Before Miro, she held key customer success roles at LinkedIn, and she brings a customer-first mindset to long-term partnerships.

Adrienne Nikolovski partners with enterprise organisations across APAC to turn their people strategy into measurable value, guiding HR and People leaders through adoption, optimisation and complex change. She brings a thoughtful, direct approach to building momentum and achieving outcomes that matter.

Daisy Yeh partners with mid-market organisations across APAC to help HR and People teams get more from their HR technology. With a background in business consulting and financial services, she brings a practical, outcome-focused approach and a warm, proactive style.

What to Expect

• A panel of senior Customer Success leaders sharing their experience managing complex accounts and stakeholder relationships
• A frank conversation about what CSMs are responsible for — and what they aren't
• Practical perspectives on working across Sales, Support, Professional Services, Product, leadership, and other internal teams
• Discussion on creating shared goals, clear ownership, and alignment across the people involved in an account
• Real examples of navigating competing priorities and stakeholder complexity
• Time to connect with other women working in Customer Success and post-sales

What You'll Take Away

You’ll leave with a clearer understanding of the CSM’s role when there are multiple teams involved in delivering for a customer.

You’ll hear how experienced CS leaders approach ownership, establish shared goals with internal stakeholders, create clarity around responsibilities, and keep an account moving when different teams have different priorities.

Most importantly, you’ll take away practical approaches for becoming more effective at influencing across your organisation — without feeling like you need to own everything yourself.

Who This Is For

• CSMs managing accounts with multiple internal stakeholders
• Customer Success professionals looking to strengthen their cross-functional influence
• CSMs navigating relationships with Sales, Support, Professional Services, Product, and leadership
• CS leaders thinking about clearer ownership and accountability across customer accounts
• Anyone in post-sales who has ever found themselves asking, “Who actually owns this?”

This event is part of the Women of Customer Success community, built for women working in tech and post-sales. If that's you, we'd love to have you in the room.

About Women of Customer Success

We are the leading community for the best and brightest women in post-sales roles and leadership. Our mission is to connect, educate, and empower women to thrive in their careers and lead the way forward. With over 10 chapters worldwide, we are cultivating the next generation of women shaping the future of customer experience.

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