In this inspiring episode, Tash sits down with Valerie Gunn, the winner of Customer Ops Person of the Year at the Customer Growth Awards. Valerie shares her journey from Customer Success Manager to Customer Operations leader, offering practical advice and heartfelt reflections on what it takes to excel in this evolving role.


From building strong internal partnerships to leveraging AI for improved customer interactions, Valerie discusses the strategies that have driven her success. She also touches on the emotional side of the job—empathy, storytelling, and truly understanding the customer journey. Whether you’re a CS leader, ops professional, or aspiring to make a career shift, this episode is packed with insights you can put into action.


Key Takeaways

  • More Than Processes — Customer Ops plays a vital role in supporting revenue and enabling customer-facing teams to do their best work.

  • An Internal Partner — In many ways, Customer Ops acts like an internal Customer Success Manager, focused on helping colleagues succeed.

  • The Power of Prioritization — Staying organized and knowing what to tackle first is essential for keeping operations running smoothly.

  • The Human Side of Ops — Skills like empathy and storytelling are just as important as technical expertise.

  • Career Growth Through Change — Shifting from a CSM role into Customer Ops can bring new perspectives, more efficiency, and a stronger strategic approach.

  • Seeing the Whole Journey — Understanding the full customer experience allows Ops teams to design better processes and deliver better outcomes.

  • Innovation at Work — New tools, including AI, are helping teams improve customer interactions and work more efficiently.

  • Partnerships Make the Difference — Building strong relationships across teams leads to better results for both customers and the business.

  • Paying It Forward — Valerie encourages others in the field to reach out, share experiences, and support one another.