Mastering the Handoff: AI in Customer Success

The Secret Workflow Letting LeeRon Manage 100 Accounts With a 2-Person Team

When tasked with managing 100 accounts with just two people, most leaders would immediately start hiring. Not LeeRon Yahalomi. Instead, the VP of Customer Success at Aligned built her own team of AI agents inside ChatGPT that handle customer handoffs, meeting prep, and even communication coaching.

In this mind-opening conversation, LeeRon shares how she scaled her team without adding headcount, how she uses AI to deliver “11-star” customer experiences, and why she believes customer success is no longer about post-sales; it’s about the next sale. Whether you’re an AI skeptic or already experimenting with agents, this episode will change how you think about scaling teams, designing workflows, and the future of CS.

What you’ll learn:

1. Why AI agents are the new teammates in customer success.

2. How to use ChatGPT for handoffs, prep, and communication.

3. Why CS is not just “post-sales”.

4. How to balance AI automation with human empathy.

5. How Customer Success can drive revenue when it focuses on expansion, not just retention.

Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/

Where to Find LeeRon Yahalomi

LinkedIn - https://www.linkedin.com/in/leeron-yahalomi-1b066819/

Where to Find Josh:

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

In this episode, we cover:

0:00 - Preview

1:32 - Meet LeeRon Yahalomi & Learn about Aligned's mission

3:31 - The thrill of working in early-stage startups

4:55 - Why AI became the only path to growth

11:00 - Will AI replace jobs in CS?

13:20 - AE to CS Handoff Agent

17:55 - Meeting Preparation Agent

20:57 - Communication Coaching Agent

23:20 - Orchestration CS with Agent

26:26 - Prioritising learning AI

28:28 - Why CS isn’t post-sales anymore; it’s the “next sale”

Referenced:

- ChatGPT: https://chatgpt.com/

- n8n: https://n8n.io/