AI is everywhere, but turning promise into productivity is hard. This practitioner session shares how we used AI to shift CSM time up-stack—away from repetitive ops and toward strategic work. I’ll briefly cover our experimentation journey (20+ custom GPTs; what stuck), then dive into three real case studies: (1) Customer MemoryIQ, (2) Early Risk → Mitigation, and (3) EBR Prep & Narrative Quality. I’ll then share the impact we measured—from higher CSM load ratios to faster prep and escalation and healthier retention signals (reported as assists). I’ll close with lessons learned and what this means for CSMs in practice: using AI to handle operational load so they can focus on human work and be more strategic. Key takeaways: Three blueprints you can adapt in CS without heavy tooling A lessons-learned model to gain productivity and avoid AI workslop What a more strategic CSM looks like when AI handles the operational overload

As Customer Success evolves, so must the teams behind it. But moving from a transactional model to a truly consultative, customer-focused approach takes more than new playbooks—it requires mindset shifts, skill development, and intentional change management. In this fireside chat, CS leaders will share how they’ve successfully guided their teams through transformation—from redefining team roles and expectations to investing in training and coaching that builds long-term capability. You’ll hear practical lessons on overcoming resistance, creating buy-in, and helping CSMs step confidently into more strategic, interactive relationships with customers. Whether you're navigating rapid growth, tech-driven change, or a shift in team scope, this session will help you lead with clarity, build resilience, and unlock the full potential of your CS organization.