Like a J-Curve pattern, Customer Success has moved through a period of adjustment over the last three years to emerge more clearly defined. The 2022 downturn prompted organizations to question CS's role, creating a defining moment for the function. Teams operating with clear strategic value maintained their position, while others faced harder questions. Now, as CEOs get closer to their customers, we're seeing CS teams adapt their approaches based on specific customer needs. Planhat CCO Chris Regester and SuccessVP Founder John Gleeson examine this period of change. They explore what recent shifts mean for CS teams in 2025 and beyond. Discussion topics include: What's been behind CS's evolution, How CS leadership backgrounds are shaping team approaches and results, Practical applications of AI in CS beyond the hype. This session is for CS leaders interested in understanding recent shifts and preparing for what's next.