Why sales, support and CS are converging into one commercial brain, and how to stay indispensable when it happens. Software companies are built to do two things well, build products and sell them, and AI is squeezing everything else toward the bare minimum. Planhat CEO Kaveh Rostampor explains why tools haven't consolidated (they mirror org charts), why five agentic islands are still five islands, and why the future looks like one shared customer brain run by human commercial operators. If you want a clear-eyed view of what AI means for post-sales headcount and your own career, start here.

What enablement means when reps and CSMs work alongside AI, products ship daily, and "healthy" can't be measured by usage alone. Notion just turned 60 to 70 CSMs and renewal managers into Outcome Architects in a single month. Clay's CS team grew from 5 to 70, and Baseten went from about 120 to almost 500 people in eight months. Enablement leaders from all three explain who they hire now, where they draw the line between automation and human touch, and what replaces traditional health scores in a consumption world. If you lead enablement, ops or CS, this panel maps the new job.

If you've wondered what AI means for your career in customer success, start here. The hosts of the Customer Success Meetup open Moment 2026 with an optimistic argument: as intelligence gets cheaper, customer context rises in value, and the bottleneck has moved from building AI to making it work for real customers. John Gleeson makes the case, then Junan Pang (Fin) and Monica Perez (Lovable) share what that shift looks like inside their own companies. It sets up everything the rest of the day explores.

Every era of Customer Success (hiring, segmentation, chatbots) has tried to scale customer engagement without breaking the bank, and each left the same trade-off: human touch that works but doesn't scale, or tech touch that scales but is blind to context. AI now breaks this trade-off making "everyone a VIP" where the gap between high-value and low-value customers becomes a choice rather than a structural necessity.