Scaling Customer Success is a lot like making The Godfather Part II, higher stakes, more characters, bigger ambitions. And just when you think you’ve got the formula figured out, something new enters the frame: AI. But AI isn’t here to take the director’s chair. It’s the assistant director, tracking continuity, catching the small details, and keeping the production running smoothly. The CSM is still the storyteller, the one guiding relationships and shaping the narrative.