Every CS tool on the market now claims an AI feature. Far fewer can show a customer success manager getting real hours back in their week. This session cuts through the noise to look at where automation is genuinely reducing manual work, from call summarization and account research to drafting renewal outreach, and where CS leaders are still finding a human has to close the gap. Expect a grounded, tool-agnostic look at what is working right now rather than a roadmap slide. What this session will cover: - Where AI is measurably reducing CSM admin time today - The gap between AI-assisted and AI-automated tasks in customer success - How to evaluate AI claims from vendors without getting burned - What early adopters wish they had known before rolling AI out to their team