For years, software companies have been built around helping customers use technology to achieve outcomes. But what happens when the technology itself starts doing the work? As AI transitions from enabling work to performing it, the economics of software are evolving. Customers now expect technology to deliver results directly, prompting companies to rethink how they create value and deliver outcomes. For Customer Success leaders, this shift is an opportunity to reevaluate team structures and the collaboration between humans and AI agents. Join Gainsight VP of Customer Success Taylor Johnston to explore what comes next for Customer Success and how retention-focused leaders can help shape its future. Key Takeaways: - Understand the economic shift as AI moves from supporting human work to delivering customer outcomes directly. - Explore an emerging CS operating model that brings together human expertise, AI agents, and specialized capabilities to deliver value at scale. - Rethink the role of the CCO as customer ownership, organizational structures, and accountability evolve in the agentic economy.