As AI reshapes workflows and revenue pressure intensifies, the role of the CSM is at a critical inflection point. In this provocative session, David Karp, SVP of Customer Success at Billtrust, opens with a bold question: Do we even need customer success anymore? Challenging long-held assumptions - and drawing on perspectives like Frank Slootman’s argument in Amp It Up that companies shouldn’t rely on dedicated CS teams - David invites leaders to rethink not just what CSMs do, but why the role exists at all. Just months into redefining the function in his own organization, David brings a fresh, operator-led perspective: the problem isn’t that CSMs are undervalued, it’s that they’re doing the wrong work. Instead of reacting to this misalignment by asking for more resources, he argues that CS leaders must first transform the role itself to create clear, board-level impact.