Ebook / Guide
Build, Buy, or Both: A Customer Success Leader's Guide to AI Agents
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Customer Success teams have gotten more efficient with AI, but renewal outcomes haven’t kept pace. The problem isn’t adoption of AI, it’s that most AI use cases stop at task-level productivity instead of targeting the workflows that directly influence customer retention and revenue growth. This ebook gives Customer Success leaders a practical framework for deploying AI agents where they create the most impact, and for deciding when to buy pre-built agents, when to build custom ones, and how to use both strategically.
Key takeaways:
- The three stages Customer Success teams move through on the path to operationalizing AI agents, and why most stall between experimenting and producing measurable business outcomes.
- How to avoid the AI build trap and the warning signs that a custom agent is adding technical debt instead of driving Customer Success results.
- Where pre-built analyst agents accelerate time to value across three high-impact CS workflows: account handoffs, risk detection, and expansion identification.