The pressure on CS leaders is clear: support more customers, protect more revenue and prove more value, often with the same team or a smaller one. Agentic AI is the most common answer on the table, with agents now drafting success plans, running onboarding steps, chasing renewals and handling the long tail of accounts that never got a CSM’s full attention. But most teams are still stuck between a promising pilot and a model they’d bet their book of business on. This panel brings together CS leaders who have put agents into production to talk about what actually changed. They’ll discuss which work they handed to agents first and why, how coverage models and team structures shifted as a result, where agents fell short and humans had to step back in, and how they explained the change to their teams without it reading as a headcount cut. The goal is an honest picture of what “smaller, not weaker” looks like in practice. Key takeaways: - Which CS workflows are ready for agents today, and which still need a human owner - How coverage models change when agents take on the digital and scaled segments - How to reshape CSM roles around judgment, relationships and complex accounts rather than admin - How to measure whether agents are adding capacity or just adding risk, and what governance keeps them accountable