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Sophia
Kim
Director of Customer Success
Salesforce
Sophia is a customer success and consulting leader driven by innovation, curiosity, and collaboration. She is passionate about enabling technology industry leaders to achieve transformational outcomes through the power of data and AI, with a strong focus on mission-driven, growth-oriented impact. With experience spanning customer success and consulting roles across high-tech organizations and complex, regulated industries, Sophia brings deep insight into customer challenges and a strong commitment to solving them. She currently serves as Director of Customer Success at Salesforce, where she manages a key strategic technology account within the high-tech segment. Previously, she held customer success roles at Teradata and Microsoft, supporting customers in driving adoption, value realization, and long-term success.
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23 September 2026 13:30 - 14:15
Panel | What CS skills will survive automation by 2030?
As automation reshapes Customer Success, a critical question emerges: which skills will still matter by 2030? This panel examines the evolving skillset of Customer Success professionals in a world where AI handles more of the operational and analytical workload. Panelists will explore future career durability in CS, the capabilities that remain uniquely human, and whether tomorrow’s CSMs will need deeper technical fluency to stay effective. The discussion will also challenge the boundaries of the role itself, questioning whether Customer Success is converging into a hybrid of RevOps, consulting, and AI oversight. Key themes include future career durability, uniquely human skills, the role of technical depth, and the evolving identity of Customer Success in an AI-driven operating model.