As AI transforms customer success, it’s easy to focus on automation, predictive insights, and efficiency gains - but human relationships remain the cornerstone of retention, expansion, and advocacy. This session explores how AI and humans can work together, amplifying CSM impact while preserving trust, empathy, and strategic guidance. Key topics include: - When to rely on AI vs. human judgment in CS workflows - Using AI insights to empower, not replace, CSMs - Preserving empathy, trust, and personal connection at scale - Case studies showing how human-led relationships drive measurable business outcomes