Cassie Vaughn
Regional Vice President of Customer Success at monday.com with a background as a CSM who scaled into leadership overseeing 100+ people, known for driving commercial rigor and AI-forward CS practices.
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Mar 25, 2026 • 28min
How monday.com Turned CSMs Into Revenue Owners ft. Cassie Vaughn (monday.com)
Cassie Vaughn, RVP of Customer Success at monday.com who scaled from CSM to leading 100+ people, shares bold shifts in modern CS. She talks about making CSMs revenue owners with variable comp. AI’s changing who does the work and why human time with customers is expanding. She explains agent-manager playbooks, the value-measurement gap, and why AI fluency is a 2026 must-have.
