Moment 2026

Customer success and post-sales have hit a structural break, and it is not a gradual evolution. Outcome and consumption pricing are making value realization a contractual obligation, forward deployed engineers are showing up inside post-sales orgs, and AI is doing work that used to take a team of CSMs while raising the bar for the human judgment that remains. The hosts open the day with what that shift has looked like inside their own companies, and the question the rest of Moment tries to answer: who will lead through it?

The motion that defined customer success for a decade is being replaced in real time. Planhat CEO Kaveh Rostampor, working from the premise that commercial functions are collapsing, looks at what AI means for headcount and the future of the CSM role.

OpenRouter processes tens of trillions of tokens a week across every major model lab, and it builds all of its internal tools in house as its own agents. Sunil uses that data to show how CS and support teams can build in an agent-first world: build your own fleet of agents first and buy later, raise revenue per employee, and run experiments like the ones where OpenRouter saw Jevons paradox play out. He'll share how OpenRouter's agents deflect 70% of self-serve support and investigate, triage, and respond to 100% of B2B tickets, plus which models are winning for CS and support use cases.

Vanta's Kelly Bray and Ruth Frantz Gale show how Vanta is putting AI agents to work across post-sales, an effort Ruth has spearheaded. This session looks at agents that go beyond handoff notes and QBR decks.

Anthropic's revenue run-rate is now about 60% larger than Salesforce's, yet it can't hire its way to a services organization like the 7,000-plus-person customer success group Salesforce had in 2018. The services model most of us grew up on can't work there. Rob, who built professional services at Slack and Applied AI at Notion, explains how Anthropic's forward deployed engineers sit with customers, ship to production, and turn each engagement into a reusable pattern through a Find, Prove, Publish model. He closes with three moves for CS leaders: be the consultant in your vertical, build primitives instead of playbooks, and stop drawing a line between pre-sale and post-sale.

Two different journeys, one destination. HeyGen built an AI-native post-sales motion from day one and reached $200M ARR at record speed, while Flock Safety is rebuilding an established post-sales motion in the middle of hypergrowth across tens of thousands of customers. Expect real talk on the breaking points, the tech and team structures both companies run today, and what they measure to know it's working.

Moving fast with AI is one thing. Doing it in regulated, risk-averse businesses is another. Leaders from MongoDB, Ramp, and Harvey discuss what "AI-native" means for post-sales and where they draw the line between what AI does and what stays with a human. Expect specifics, like Ramp judging every new AI tool by how much it raises revenue per minute while automating everything but senior-level judgment, and MongoDB sifting signal from noise across very large, technical enterprise accounts, plus a look at what post-sales will look like in two to three years.

Lovable's Monica Perez and Holly Goodliffe show how an AI-native company runs scaled customer success with agents. Expect a look at which parts of the motion agents handle and how the team keeps pace with a fast-moving product.

OpenAI's Champion Network now spans more than 1,600 champions across 760 organizations, and the champion role has changed along the way. Christina traces that shift, from the lone "AI person" to a hub-and-spoke model where executive sponsors, transformation leaders, agent activators, and admins share ownership of workflows, outcomes, and approvals. She'll cover how to run experiments within clear boundaries, how to count the full cost of a useful AI result, and ten practical tips for anyone leading AI adoption.

Investors are changing how they read revenue metrics, especially retention and expansion, as pricing moves to usage and outcomes. Three VCs discuss the metrics and motions that matter in 2026 and 2027, post-sales as a diligence signal, and which business models and customer motions win. They'll also say where they think customer success is headed and which skill sets teams should hire and build for.

Explosive growth creates opportunity, but it forces leaders to act before every answer is clear. Bhusha shares how GitHub's global Customer Outcomes organization was rebuilt while it kept serving customers, around four priorities: a clear ambition for change, a stronger technology foundation, a redesigned operating model, and aligned roles across CS, Sales, Support, Services, and technical teams. Bhusha also speaks candidly about the human side, from making hard calls with incomplete information to helping people understand what is changing and why. It is for anyone building while the market is still moving.

Customer success was born from a business model change, when subscription software raised the stakes on customer adoption and value. A new generation of companies now sells outcomes instead of software or hours: Crosby delivers legal work through AI agents and licensed attorneys for fixed fees instead of the billable hour, and Genera brings a similar approach to enterprise software implementations. Will talks with Hana about how Crosby rethought its business model, its customer-facing roles, how it hires for AI fluency, and what a great customer experience looks like, and what all of that says about where CS goes next.