In this conversation, Jay Nathan and Toya Del Valle discuss the evolution of customer success at Cornerstone, highlighting Toya’s extensive background in operations and HR within the airline industry before transitioning to tech. They explore the importance of customer centricity, the operationalization of customer success, and the complexities involved in managing a diverse product suite and acquisitions. Toya shares insights on how to institutionalize customer focus across all departments and the significance of collaboration in creating a seamless customer journey. In this conversation, Toya Del Valle discusses the importance of customer centricity in navigating complexities within organizations. She emphasizes a thoughtful approach to acquisitions, the lessons learned from the pandemic, and the significance of investing in customer success to drive sustainable growth. Additionally, she shares insights on career growth, encouraging individuals to embrace opportunities without self-selection.