If you’re not already tuning in to [Un]Churned, the number-one podcast for insights on customer retention and success, hosted by Josh Schachter, SVP and GM of Atlas at Gainsight, now is the perfect time to start. Each week, the podcast dives into actionable strategies that help customer success professionals and leaders elevate their work.
Last week’s episode features LeeRon Yahalomi, VP of Customer Success at Aligned, who shares her groundbreaking approach to scaling customer success with the help of AI agents.
Yahalomi and Schachter explore why CS is a primary revenue generator, and how to balance AI and automation with the human element of Customer Success.
“It’s Not Post-Sales. It’s the Next Sale”
Faced with the daunting challenge of managing 100 accounts with just two team members, Yahalomi turned to AI to reimagine how her team operates. In the episode, she explains how she built her own team of AI agents inside ChatGPT to handle tasks like customer handoffs, meeting preparation, and communication coaching. Yahalomi shares her philosophy that customer success is no longer just about post-sales—it’s about securing the next sale.
For too long, customer success has been viewed as a post-sales function focused primarily on retention. LeeRon Yahalomi challenges this outdated perspective by positioning customer success as the engine for next sales. This mindset shifts the focus from simply retaining customers to driving continuous engagement and expansion.
Yahalomi cites a key statistic: 58% of sales growth now comes from expansions. This highlights the critical role customer success plays in identifying opportunities to grow accounts, introduce new use cases, and add additional users. AI agents are instrumental in this effort. By automating routine tasks and providing data-driven insights, these tools free up Customer Success teams to focus on strategic growth initiatives.
For example, AI agents can flag expansion opportunities based on customer behavior, such as increased usage of certain features or consistent positive feedback. They can also help Customer Success Managers (CSMs) prioritize conversations that drive renewals and expansions. With tools like Gainsight’s Staircase AI, which offers advanced customer intelligence, teams can spot at-risk accounts while also uncovering growth potential. The key takeaway? When Customer Success teams adopt a growth-focused mindset, they become a powerful revenue driver for the organization.
AI Agents Are the New Teammates in Customer Success
AI agents are no longer just futuristic tools—they’re rapidly becoming essential teammates for Customer Success teams. In this episode, LeeRon Yahalomi reveals how she transformed her team of two into the equivalent of 15 by building and deploying AI agents inside ChatGPT. These agents handle everything from customer handoffs to meeting prep and even act as communication coaches, enabling her team to scale without adding headcount.
Yahalomi shares that her AI agents aren’t just static tools; they’re dynamic contributors that require ongoing training and optimization. Much like human teammates, they improve over time with feedback. For example, her AE-to-CS handoff agent consolidates notes from sales reps, call transcripts, and external data sources to create comprehensive customer profiles. This allows her team to show up to kickoff meetings fully prepared and ready to provide tailored recommendations, without spending hours on manual research.
The result? More bandwidth for Yahalomi’s team to focus on strategic conversations, deeper customer relationships, and high-value work. AI agents enable Customer Success Managers to operate at a higher level while reducing burnout—a win-win for both teams and customers.
Practical Use Cases for AI Agents in Customer Success
Yahalomi’s practical examples of AI agent use cases provide a clear roadmap for how Customer Success teams can integrate AI into their workflows. Here are three standout use cases she shared:
AE-to-CS Handoff Agent
This agent streamlines the often complex handoff process between sales and customer success. By consolidating notes from the account executive, analyzing past customer interactions, and gathering external data like competitive positioning, this agent prepares a comprehensive overview of the customer. The result is a kickoff call that feels personalized and strategic, rather than transactional.
Meeting Preparation Agent
Connected to her calendar, this agent reviews previous meeting notes, customer action items, and upcoming agenda topics to create a personalized briefing for each day. This allows CSMs to jump into meetings fully prepared, even on back-to-back days, without spending extra time reviewing notes or digging through records.
Communication Coaching Agent
This agent helps Yahalomi refine her communication style, especially for challenging situations. By analyzing her tone and providing alternative phrasing, the agent ensures that her emails and messages are clear, empathetic, and aligned with the recipient’s expectations. For customer success professionals who juggle sensitive conversations, this agent is a game-changer for maintaining professionalism and empathy.
These agents not only save time but also elevate the quality of work delivered to customers. By automating repetitive tasks and enhancing workflows, they allow teams to focus on what truly matters: building strong, lasting customer relationships.
Balancing AI Automation with Human Empathy
One of the most important lessons Yahalomi shares is the need to balance AI automation with human empathy. While AI agents excel at handling busywork—like summarizing meeting notes or drafting emails—they can’t replace the human connection that is central to customer success. Instead, AI should be viewed as a partner that enhances human effort.
By automating routine tasks, AI agents free up Customer Success Managers to invest more time in building relationships, understanding customer needs, and delivering personalized experiences. For example, Yahalomi uses AI to handle the logistical aspects of meeting preparation, so she can enter conversations fully present and focused on the customer.
This balance is critical. The most effective AI solutions are those that work alongside teams to amplify their impact—not replace them. By combining the efficiency of AI with the empathy of human interaction, Customer Success teams can deliver experiences that feel both seamless and deeply personal.
The Future of Customer Success: Continuous Engagement
Looking ahead, the future of customer success is clear: It’s about continuous engagement, not just post-sales support. Yahalomi emphasizes that the traditional sales funnel is evolving into a circular process where customer success plays a pivotal role in driving the next sale. This shift requires a new approach to how teams operate and how they measure success.
Yahalomi encourages customer success professionals to adopt a mindset of experimentation and learning. The tools are already available—it’s up to teams to use them effectively. By embracing continuous engagement and leveraging AI agents, Customer Success teams can deliver unprecedented value to their customers.
Final Thoughts
LeeRon Yahalomi’s approach to AI agents provides a compelling vision for the future of customer success. Her story demonstrates that you don’t need more headcount to scale—you need smarter systems. By integrating AI agents into workflows, Customer Success teams can operate more efficiently, focus on strategic growth, and deliver exceptional customer experiences.
Ready to take the next step? Start experimenting with AI agents like Gainsight’s Atlas and to see how they can transform your workflows. Whether it’s streamlining handoffs, preparing for meetings, or identifying expansion opportunities, these tools are designed to help you work smarter, not harder.
The future of customer success is here, and it’s powered by AI. Embrace this opportunity to scale your impact, reduce stress, and deliver the kind of customer experiences that drive long-term growth.
Watch Full Episode: How to Scale Customer Success with AI Agents ft. LeeRon Yahalomi (Aligned)
