Managing agents and the human element

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Guy Galon, CCO at Obrela, joins Jenny Calvert at Pulse Europe in Dublin to discuss how he's transforming CS hiring and operations for the AI era.

In this conversation, Guy explains how he measures AI capability in his team, why he's building some AI tools internally at a cybersecurity company, and his three big bets for AI in 2026.

Guy tackles the generalist vs. specialist debate, explains why his technical background as a software engineer helped him earn credibility as a CS leader, and explores the emerging question: What does it mean to manage AI agents? From performance reviews for bots to getting CS leaders a real seat at the revenue forecasting table, this conversation covers the practical and philosophical challenges of leading customer success in 2026.

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Timestamps

0:00 - Preview & Introduction

0:54 - Meet Guy Galon, CCO at Obrela

2:27 - The Generalist vs. Specialist Debate in the Age of AI

3:35 - The Multifaceted CSM Framework: Origins and Evolution

4:47 - How to Measure AI Proficiency

6:05 - 2026 AI Strategy

8:03 - What Changes When AI Delivers on These Three Promises

9:41 - Q4 Advice: Think in 8-10 Weeks, Not 12

11:30 - Getting CS a Seat at the Revenue Forecasting Table

13:00 - The Human Element AI Can't Replace: Trust and Influence

14:14 - The Future of Managing AI Agents

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What You’ll Learn

* How the Multifaceted CSM Framework helps identify talent across five key capability areas

* How to balance AI innovation with data compliance in highly regulated industries like cybersecurity

* How to move CS from execution-focused roles to strategic contributors in revenue forecasting

* The difference between building internal AI capabilities vs. using external tools in customer success

* What it might look like to manage AI agents in the future (priorities, objectives, performance reviews)

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Where to Find Guy Galon

LinkedIn: https://www.linkedin.com/in/guy-galon-b1a80/

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Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/