When Josh saw his CSM peers at Adobe experimenting with AI in isolated pockets, he set out to learn what was working and what was missing. A global survey revealed strong appetite for AI but no shared playbook. With executive sponsorship, he built Adobe’s first-ever AI for CSM program to replace AI slop with tools CSMs trust. He recruited a diverse tiger team of CSMs and directors across AMER, and together they moved the best customer success workflows from UAT to production. In this keynote, Josh shares how a grassroots idea became an executive-sponsored program, how to lead peers toward a shared goal, and how the team will scale globally by year end. Key takeaways: - Find the need: uncover scattered AI experiments and turn them into elevated client work. - Build and lead a tiger team: win executive sponsorship and rally a small, diverse group of peers behind a shared goal. - Launch your scaled AI toolkit: take quality, vetted workflows CSMs can trust from UAT to production.