Most CSMs spend a large share of their week on work that keeps accounts running but rarely moves them forward: chasing updates, writing call notes, preparing QBR decks, triaging tickets and answering the same questions again and again. The strategic work that drives retention and growth gets squeezed into whatever time is left. AI is starting to change that balance, but results vary widely. Some teams have handed real workload to AI and redirected that time into deeper customer relationships. Others have added new tools without changing how the team works. This panel brings together CS leaders who are past the pilot stage to share what has delivered, what hasn’t, and how they decided where AI belongs in the CSM workflow. Expect candid discussion of the tasks worth automating first, how to measure the time saved, and how to make sure it goes back into strategic work rather than more firefighting. Key takeaways - Which CSM tasks are the best candidates for AI today, and which still need a human in the loop - How to measure the time AI saves and turn it into visible gains in retention, expansion or customer health - How to bring your team with you, from building trust in AI outputs to redefining what a productive CSM week looks like