Redefining the Role of the CSM in the Age of Agentic AI

What to automate, what to own—and how to scale customer success without sacrificing relationships.

A digital toggle switch featuring user and star icons on the left and a sparkle icon on the right, surrounded by orbiting circular icons representing Customer Success and agentic AI concepts on a blue and red gradient background.
Product Support Signals

Automate ticket triage, FAQs, and troubleshooting to reduce response times and free up human bandwidth.

  • Faster resolutions
  • Lower support costs
  • Clearer feedback loop to Product
Meeting Summaries & Follow Ups

Automatically capture key moments from customer calls, draft summaries, and generate next steps — no manual note-taking required.

  • Less context-switching
  • Faster follow-through
  • CRM always up to date
Adoption & Value Monitoring

Track usage trends, identify lagging accounts, and proactively alert teams.

  • Trigger follow-ups and playbooks
  • Spot gaps in product adoption
  • Get real-time ROI signals
Risk Detection & Escalation

AI flags early signs of customer health decline using behavioral signals, sentiment, and engagement patterns.

  • Prevent surprises
  • Prioritize highest risk accounts
  • Focus resources on at-risk accounts
Outcomes

Save time. Scale processes. Identify problems faster.

Automate to Accelerate

(AI Can Handle This)

Free up your time by letting AI agents act on your behalf to streamline busywork and surface what matters

Internal Coordination

AI can summarize updates—but only you can navigate stakeholder dynamics, align cross-functional teams, and get decisions made.

  • Accelerate alignment
  • Drive internal accountability
  • Orchestrate strategic plays
Change Management & Customer Coaching

AI can suggest next steps, but only you can guide customers through change, coach stakeholders, and adapt to shifting dynamics.

  • Drive alignment during onboarding and rollouts
  • Coach customers through adoption hurdles
  • Adjust strategy in real-time based on customer goals
Trust & Influence

No algorithm can build belief. Genuine human connection is what earns loyalty and drives long-term growth.

  • Build long-term advocacy
  • Manage complex stakeholders
  • Drive renewals + expansion
Executive Engagement

Strategic conversations with champions and decision-makers require emotional intelligence, business context, and credibility.

  • Influence business outcomes
  • Secure buy-in at the top
  • Position CS as a revenue driver
Outcomes

Strengthen relationships. Drive revenue. Build lasting partnerships.

Elevate What Only You Can Do

(AI Can’t Replace This)

Human connection drives loyalty, trust, and growth.

Let AI do the grunt work.

Use your time where it matters most—building relationships, driving strategy, and making a real impact.

Ready to get started? Begin your use of AI by diving into one of our role-based ebooks below: