Webinar: Solving the CSM Conundrum with AI Featuring Dione Hedgpeth, CX Executive & Former Chief Customer Officer at Sumo Logic Joined with Alphonso Calanoc Director of CS and Jonathan Kvarfordt Head of GTM Growth at Momentum The CSM Role Is at a Breaking Point Customer Success Managers (CSMs) are being pulled in a dozen directions—adoption, renewals, onboarding, driving value outcomes, product feedback, escalations, customer experience—all while trying to maintain “human touch” at scale. The challenge? CSM teams are expected to drive *more impact with fewer resources,* but most orgs haven't rethought how the role needs to evolve—especially in an AI-enabled world. In this candid conversation, Dione Hedgpeth unpacks the CSM conundrum: → How can a CSM successfully drive the entire CX motion AND be expected to have the skills and time to deliver valuable customer outcomes?  → What should be automated, and what still needs the human touch? → How does AI reshape the CSM skill set—and the org structure around it? What You’ll Learn: The CSM Role Is Morphing • How top organizations are helping CSMs move from process based ‘Jack of all trades’ to domain experts offering strategic guidance. • How AI enables this shift by taking on the repetitive, signal-tracking, and risk-detection layers of the job.  Use Cases in the Wild • Real-world examples from companies like Sound Agriculture or 1Password and Momentum using AI to: → Flag risk across accounts in real time → Auto-summarize calls and detect gaps in product usage → Scale personalized follow-up without manual input  Redefining the CS Skill Set • What traits define a high-performing CSM in an AI-augmented model? • How leaders are rethinking hiring, training, and promotion for the next generation of CS talent.  Webinar: Solving the CSM Conundrum with AI  Date: July 22nd, 2025 at 1 pm EST  Guests: Dione Hedgpeth   CS isn’t dying—it’s evolving. This session is for any CS or GTM leader ready to scale customer success without scaling headcount. #CustomerSuccess #CSLeadership #AIinCS #CSMStrategy #GTMLeadership #AIEnablement #MomentumAI #SumoLogic #CSMConundrum