Customer Success is evolving fast. AI is reshaping workflows, customer expectations are rising, and the definition of value is shifting. The question isn’t whether Customer Success will change. It’s what it will become next. In this interactive session, Madison Hall, Sr Director of Customer Success at RingCentral, will guide participants through a collaborative exploration of the future of the CS function. Together, you’ll examine the forces reshaping the role of Customer Success and pressure-test what the next generation of teams, metrics, and operating models might look like. You’ll explore: • How AI and automation are redefining the role of the CSM • Which responsibilities CS teams should own, and which they should leave behind • What the future CS operating model could look like across Product, Sales, and Support Through group discussion and live scenario mapping, you’ll compare perspectives with peers and sketch what the next version of Customer Success might look like inside your organization. Walk away with a clearer view of where the function is heading - and the shifts your team should start preparing for now.