Meet the Success Engineer: What CS leaders need to know about the evolving technical CSM role

AI is absorbing the workflows that once filled a CSM’s week. The teams moving fastest have already rewritten their hiring profiles, restructured their teams, and started building toward a new kind of practitioner: the Success Engineer.

Part technical expert, part adoption architect, the Success Engineer builds alongside customers, rather than just advising.

In this live session, Kelsey Bennett , Strategic CSM at Gainsight , joins us to get practical about what this shift looks like in real organizations today: what capabilities matter, what to hire for, and how CS leaders can get ahead of the role evolution before it creates gaps they can't close.

You’ll leave this session with:

• A grounded view of what a Success Engineer capabilities look like in real CS teams, today, not in theory
• A view of how AI-powered workflows (success plans, intelligent signals, and agentic handoffs) change what you need from the humans running them
• Criteria for your next hire and development plan for the team you already have
• A leadership framework for staying ahead of the role before it creates gaps in your org

Speakers

Kelsey Bennett CSM at Gainsight

Kelsey’s career spans CSM and enterprise support at companies like SalesLoft, Docusign, and LinkedIn. She brings deep expertise in customer retention, adoption, and go-to-market strategy built from the ground up across enterprise and mid-market teams.

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