We often assume that the most profound impact comes from those who stay: family, lifelong friends, long-term colleagues. But what about the people who pass by for only a moment… and still change everything? The dynamic of our lives creates new opportunities to meet new acquaintances. In fact, our paths are filled with temporary people.

Earning your customer’s trust does not take place during smooth moments; it’s built when priorities shift, challenges arise, and your customer looks to you for guidance. Great CSMs lean into these difficult conversations.

A few weeks back, I attended two events with fellow Customer Success professionals. The buzz around AI was everywhere—so much so that if...