Every Customer Success leader talks about becoming a "trusted advisor"—but what does that actually mean, and how do you earn that trust in a world where customers have more choices, less time, and higher expectations than ever before? This highly interactive workshop goes beyond theory to unpack the behaviors, conversations, and moments that build—or break—customer trust. Through facilitated discussion, small-group exercises, real-world scenarios, and shared experiences, participants will challenge common assumptions about Customer Success and discover what truly differentiates strategic partners from transactional account managers. Together, we'll explore questions like: - What creates lasting trust in customer relationships? - What's the fastest way a CSM unintentionally loses credibility? - What separates an "order taker" from a trusted advisor? - How do you build influence with executive stakeholders—even when you aren't the executive sponsor? - If your customer described you in one sentence today, what would you hope they'd say? Attendees will leave with practical frameworks for strengthening credibility, communicating with greater confidence, navigating difficult conversations, and creating customer relationships built on trust rather than dependency. Whether you're an individual contributor or a CS leader developing your team, you'll walk away with actionable techniques you can apply in your very next customer conversation.