In this interactive workshop, Chinelo Diejomaoh, Senior Customer Success Manager at HiBob, guides participants through a forward-looking exploration of the Customer Success skill set for 2026. Combining collaborative dialogue, scenario exercises, and industry insights, this session helps CSMs and CS leaders understand which capabilities are evolving, which are becoming essential, and how to prepare teams for the future. Participants will engage directly with core discussion questions, including: - What skills will define a high-performing CSM in 2026, and which are becoming less relevant? - How is AI reshaping the CSM role, and what new competencies does this require? - What “business acumen gaps” exist in CS teams today, and how can we close them before 2026? - If we could redesign the CSM job description for 2026, what should be added, removed, or elevated? By the end of the session, attendees will co-create a future-ready CSM capability map and leave with clear, actionable steps to elevate their impact in an AI-accelerated landscape.