What does a career in CS Ops really look like?
Apr 22, 2025
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Here’s what you can expect from this episode:
Ever get that itch like… “there’s gotta be a better way to do this?”
Like, you’re killing it as a CSM, but deep down, you're way more obsessed with how everything runs than the day-to-day customer convos. You notice the broken processes no one else sees. You build your own tools because what exists just isn't cutting it. You think in systems, not just success plans.
If that’s you? This episode is literally your sign.
I’m sitting down with Justin, someone who made the leap from CSM to CS Ops and never looked back. Not only did he make the jump, but he’s built CS Ops teams from the ground up at IBM and transformed them at VMware. We’re talking about what it really means to work in CS Ops (spoiler: it’s so much more than dashboards and tech touch flows), and why your curiosity, creativity, and comfort with ambiguity might make you the perfect fit.
Justin gets super real about what it takes to succeed in this kind of role and how he helped shift IBM from legacy software to SaaS, the exact career moves that got him there, and the mindset shifts that helped him thrive in the strategic side of Customer Success. Think: CSM for the CSMs. Builder of frameworks. Quiet driver of org-wide impact.
So if you’ve ever caught yourself thinking, “I don’t want to manage a team, but I do want to level up,” or “I wish I could just fix everything that’s broken around here”, this convo is going to blow your mind (and maybe give you your next big career move).
Topics covered on a career in CS Ops:
- Why CS Ops might be your next big move if you’re craving more impact but don’t want to manage a team
- What CS Ops actually is and why it’s way more than dashboards, data, and hiding behind the scenes
- How to spot the signs you’ve got an “ops brain” and what that could mean for your career growth
- How creativity, patience, and systems thinking are your secret superpowers in CS Ops even if you’ve never thought of yourself as “technical”
- How Justin helped transform IBM and VMware through CS Ops and what that kind of org-wide impact could look like for you
- Why advocating for yourself in a behind-the-scenes role is non-negotiable if you want to grow in CS Ops and how to actually do it
- What first steps you can take today if you want to pivot into CS Ops
Resources Mentioned:
- Optimize your resume for Customer Success jobs to land consistent interviews: Watch the FREE Training here
- Learn how to sell yourself as the best candidate and walk into your next Customer Success job interview with confidence: Watch the FREE Training here
- Learn how to MASTER Behavioral Interviews: Watch the FREE Training here
- Actively looking for a job in Customer Success or plan to in the near future? Apply for 1:1 Coaching with me
Connect with Justin:
Connect with Carly:
- Connect with me on LinkedIn
- Email me at [email protected]
Related Episodes:
- Episode 31: 4 Exciting Customer Success Career Paths To Consider
- Episode 8: Are you on the right career path?
- Episode 1: The only 2 skills you need to excel in your Customer Success Career (Plus: How I Got Here)
More about Customer Success Career Coach:
Customer Success Career Coach is the must-listen podcast for current and aspiring Customer Success pros. Join Carly and her guests as they spill the secret strategies and tips for building your Customer Success career. This isn't your typical snooze-fest – they’re diving deep into the world of Customer Success careers. Whether you're starting from scratch (hey career transitioners!) or eyeing that next big promotion, they’ve got the playbook for you. Every Wednesday, join Carly and her amazing guests as they dish out practical advice and real-life steps you can actually use. No fluff, just stuff you can apply ASAP to score that dream job, snag that promotion, or become the team rockstar.
