Case study
Miro × Claude Cowork customer story
Anthropic's published story on the Claude Cowork + Miro workflow that took my weekly program tracking from 90 minutes to 10.
Read the case study ↗Betty Woods
I build the systems and programs that let teams scale
10+ years in customer-facing roles, now building the programs, automation, and AI workflows behind scaled customer success.
8,300+
Accounts served by programs and automations I designed and launched.
+109%
More customer engagements after scaling the Business Review framework.
90→10 min
Weekly program tracking, cut with custom Claude + Miro MCP workflows.
$280K
In net-new ARR influenced, earning Miro's top GTM award and proving scaled CS.
What I do
I partner with leadership to prototype new strategies, validate ROI, and equip frontline CSMs to execute.
◆ AI architecture & operations
I'm a core change agent for AI-enabled customer operations. I authored agentic workflow specs for account risk, built team-wide Claude skills, and was one of five leaders the CCO selected to shape post-sales AI strategy.
▲ Scaled program architecture
I'm the primary architect behind the 1:Many workshop portfolio, automated Gainsight triggers, and a 3-track value realization system, built to drive retention and expansion across enterprise cohorts.
● Launch execution & field design
I standardize field guidance, messaging strategy, and cross-region execution for major platform rollouts, and align Product, Marketing, and RevOps so adoption lands cleanly.
■ Commercial & framework strategy
I co-built the Business Review framework the senior CS org runs on, and I originated partner expansion plays across the scaled segment.
My wins
How I got here
Six chapters, from managing enterprise accounts to leading programs as a Global Program Manager.
“You've embraced ambiguity, built with intention, and consistently looked for ways to make the entire team stronger. The results speak for themselves, but it's your mindset and partnership that I value most.”
Director, Customer Success
0–2
Earlier chapters · 2012–2023
Learned the craft, then helped write the first scaled CS playbook
2012–2021
Account Coordinator to Strategic Client Partner
Account Coordinator to Strategic Client Partner
I managed 30+ enterprise accounts across luxury retail and pharma at 95%+ gross retention and about $300K in annual expansion pipeline, and lifted portfolio NPS to 9/10.
2021–2023
CSM to Senior CSM, Enterprise
CSM to Senior CSM, Enterprise
I managed 50–80 complex enterprise accounts at about 99% quarterly gross retention through value-based renewals, and piloted Miro's first one-to-many programs. That engagement model led to the dedicated scaled CS organization.
2023
Senior CSM & Program Lead, Scaled Success
Senior CSM & Program Lead, Scaled Success
I joined as a founding member of the scaled CS team, when the category had no playbook to inherit, and co-built the pooled operating model and the business review framework now standard across the senior CS org.
3
Chapter 3 · 2024–2025
Became the thought partner who builds strategy
Senior CSM & Program Lead, Scaled Success
I worked in a chief-of-staff capacity through a leadership transition, then helped build the team strategy for the next fiscal year.
- Designed strategy canvases, deck architectures, and cross-functional alignment rhythms.
- Built the execution boards for measurement, partner motions, 1:Many workshops, and digital programs.
4
Chapter 4 · 2025–2026
Proved the revenue case, then earned the role
Senior CSM & Program Lead, Scaled Success
In my last quarter as an individual contributor, I influenced net-new ARR across the regional scaled segment with no quota behind it.
- Became the first scaled CS team member to win Miro's top company-wide revenue award.
- Originated a partner referral that grew into a six-figure deal and wrote the playbook from it.
- Showed scaled CS as a permanent business motion, which led to the Global Program Manager role.
5
Chapter 5 · 2026 to now
Architecting programs and AI leadership
Global Program Manager, Scaled Success
I own program design for scaled CS, from the operating model to the automation behind it.
- Designed a 4-pillar workshop series that lifted product usage and gave the team back over a thousand hours of capacity.
- Built customer-health triggers that flag risk and expansion signals and drove multiple $10K+ wins.
- Built Claude + Miro workflows that automated weekly program tracking, featured in an Anthropic case study.
- Consulted between Product and GTM on launch readiness and field comms for major enterprise launches.
Community leadership
Global Co-Lead of Miro's Black Excellence ERG (~80 members). I founded the inaugural ERG Summit to tie community initiatives directly to business impact.
Where I show up
Where my work and my voice show up outside the team.
Demo video
Cowork + Miro, walked through
Claude pulls context from Slack, email, and docs, Miro MCP updates program tables, and a custom AI Sidekick generates executive summaries in one click.
Watch the demo ↗Podcast
Ask Ashley
My first podcast guest appearance: my career journey through tech, diverse voices shaping AI, and bringing identity into leadership.
Listen now ↗Writing
The early adopter's question
Every tech cycle looks the same from inside: novelty, hype, then the unglamorous work of making it useful. The questions I ask before I buy in.
Read the post ↗Panel talk
Finding focus through community
I spoke on Miro's Women in Tech panel about why employee resource groups are a strategic advantage, not a social club, and why human connection is how teams stay focused at the speed of AI.
Read the recap ↗Writing
Program builder, not people manager
What building a scaled workshop program showed me about where I want to grow: systems-level leadership that protects a team's time.
Read the post ↗What others say
In their words: leaders, peers, and cross-functional partners.
“Betty's performance was transformative, marking her transition from an elite individual contributor to a Strategic Architect for the scaled success organization.”
Senior Manager, Customer Success
“Betty not only executes playbooks, she also defines them. She authored the Enablement and Solution Partners decision trees that CSMs use today, and she's been architecting the scaled CS triggers and 1:many workshops.”
“...it was so impactful to move so quickly together because we were all headed in the same direction... I think that's what made this launch really work... we appreciate you showing up because that was life-changing.”
“Betty Woods is one of the first people I've seen actually build a framework and effective model to use AI as a thought partner. She didn't build a wildly over-architected system that sucks up her credits. She spent time building what matters.”
“This is exactly the kind of innovation I want us driving: not AI for the sake of AI, but AI that gives our teams more capacity to think, connect the dots, and create better outcomes for customers.”
“Without YOU there would be no workshops! Thank you bringing alignment, structure and clarity throughout this complex process.”
“Our scaled CS team identified an account with high potential that was not there yet and actively introduced a partner. That part is key: they actively sought to introduce the partner to their customer... It's amazing to see an account that was flat in Q4 grow significantly after meeting the partner.”
“This was one of the earliest CS-qualified leads I've supported, and you showed exactly what a great one looks like. The trust you built with their champion opened the door for us to run deep discovery, showcase a business-relevant Art of the Possible, and secure technical validation across 3 new products.”
“You were the key in building momentum, reducing renewal risk, and driving home real value for real challenges, all from a proactive scaled CS case.”
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