As AI agents evolve from basic conversational chatbots into autonomous systems capable of triage, usage monitoring, and proactive intervention, the traditional Customer Success Manager (CSM) function faces a fundamental shift. In an AI-first organization, the question is no longer whether AI will replace CSMs, but how human expertise and agentic workflows integrate to deliver scalable, high-impact customer value. This panel convenes CS leaders and product innovators to examine the mechanics of human-agent collaboration across the customer lifecycle. Discussion centers on redesigning workflows so autonomous agents absorb data aggregation, health scoring, and low-complexity renewals, freeing human CSMs to act as strategic consultants, executive relationship managers, and revenue catalysts. Attendees will explore the operational hurdles of deploying AI copilots, the emerging skills required of modern CS teams, and the governance necessary to maintain customer trust and empathy in an automated ecosystem. - Agents handle routine monitoring; humans drive strategy and growth. - Upskilling CSMs from administrators to strategic business advisors. - Setting guardrails so automated engagement stays helpful and human-backed. - Measuring success through portfolio velocity rather than account ratios. - Establishing the data foundation needed to run autonomous workflows.