From CSM to AI Orchestrator: The Role Rewrite

About This Event

Not "will AI take my job." A direct answer to what the CSM job actually requires now — and how to get good at it.

Why Attend

AI is already absorbing the parts of the CSM job that were never the job to begin with: status reporting, pulling data across tools, first-draft QBR decks. What's left — judgment calls, escalation handling, relationship trust, knowing when the AI output is wrong — is where competence actually gets defined now. This session is about that shift, made concrete with two real examples from inside Vitally: a custom AI summary Linnea trained on real cross-sell talk tracks and sales playbook content, and a Claude + MCP + Vitally day-planning framework she's testing against real CSM workflows right now.

You'll also get a direct callback to August's segmentation and leveling conversation — a first look at how the skills competency framework needs to evolve for an AI-native skill set, so leveling doesn't go stale the moment the job changes under it.

Who This Is For

CSMs who want to start directing AI tools instead of just consuming their output. CS leaders updating their competency framework for what "good" looks like now. Rev leaders who want to see exactly where this shows up in expansion motion — not in the abstract, but in the numbers.

Ready to see what the job looks like next?

Save your seat — live attendance is free. Can't make it? Register anyway and we'll send you the recording.

About the Speakers

Nina Wilkinson

Fractional CS Leader · Partner, ScaleUp CS

Nina works with growth-stage companies to build customer success functions that hold up as headcount — and now, tooling — scales. She brings the leadership lens to this session: what to actually add to a competency framework when the job itself is changing.

Linnea Olson

Director of Customer Experience · Partner, ScaleUp CS

Linnea is a CS operations specialist who builds the systems CSMs actually use day to day. For this session she's bringing two live examples: a custom AI summary trained on real sales playbook content, and a Claude + MCP + Vitally day-planning framework she's testing in the field right now.