In an era where every customer interaction seems poised to be automated, is there still a place for the personal touch in Customer Success? The answer is a resounding yes. This session goes beyond the hype to explore how leading customer success organizations are using AI not to replace, but to elevate human-led engagement. Rather than just building a better bot, we'll dive into the strategic shifts required to transform your team and business, empowering CSMs to focus on high-value, relationship-building activities. Kip will share firsthand insights and practical frameworks from his experience transforming the customer success business within his own organization. You’ll learn how to leverage AI for efficiency, freeing up your team to cultivate the deep, lasting relationships that drive true customer loyalty and growth. Walk away with a clear blueprint for embedding AI into your CS operations while strengthening your most valuable asset: your human talent.

What does Customer Success really mean right now—and where do you fit in? In this panel, we’ll unpack findings from the CSC State of CS, 2025 Report to explore how the definition, scope, and expectations of CS roles are evolving across industries. From tech to SaaS to services, you’ll hear how leading organizations are drawing the line between CS, support, account management, and more—and which sectors are setting the standard for what great CS looks like. We’ll also zoom in on the individual: how to position yourself as a high-impact CSM or leader in today’s job market, what skills are in highest demand, and how to stand out in interviews and org charts alike. Whether you're defining your next move or helping your team grow into theirs, this session will give you the clarity and confidence to thrive in Customer Success—whatever shape it takes next.