How has AI influenced your resource allocation within the customer success team?

To date, AI has not materially changed the composition of our organization—but it is certainly reshaping how we think about the work we do. We’re operating under the belief that “AI will transform work, not eliminate it.” With that in mind, we’re being intentional about where we want our team members to allocate their mindshare as AI continues to evolve the nature of work. For example, AI can now automate many of the important yet repetitive or rote tasks that Customer Success team members previ ...Read More

Admin time previously consumed a large portion of our CS team’s overall bandwidth. A year ago, our team would have to do extensive handoff/transition notes from Onboarding Managers to the CSM, and between CSMs when we did book cuts. Those notes took extensive time to create to ensure a smooth transition between ICs that captured all sentiment and minutiae about the account, champions, main POCs, et al.  Including Vitally’s new AI summary function into our set up has enabled us to reduce our over ...Read More

It’s still early, but the most meaningful impact so far has been freeing capacity rather than immediately increasing account load for high-touch CSMs. Instead of using AI to simply assign more customers to each CSM, we’ve initially reinvested that time into higher-value activities: better success planning, earlier risk detection, stronger stakeholder mapping, and more proactive executive engagement. That tends to improve outcomes and customer experience before you push the efficiency lever too h ...Read More

I want to refer to an interesting topic here on how AI complements resource management. It is a continuous process of reskilling and upskilling resources to best fit the organizational structure in a scalable and efficient way. Let me talk about complex product lifecycle management, where CS teams play a crucial role in customer success. Let’s talk about technical customer success teams, which are gaining a lot of importance in the market, where customer success is more than just relationship ma ...Read More

As yet, AI hasn't significantly influenced resource allocation in terms of people doing stuff, but we've been able to pivot the focus to be less around finding stuff out, and more to be how that stuff is delivered to our customers. Stuff being super complex, niche technical or product usage questions. Unity is an incredibly complicated tool that no one person can understand in its entirety (at any depth anyway). Still, our internal AI-driven knowledge base allows our CS team to access that data ...Read More