CHURN FM E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams
Jun 11, 2025
Jamie Davidson, CEO and Co-Founder of Vitally, and Kelley Turner, SVP of Global Customer Success at Vitally, discuss how AI is revolutionizing customer success. They share insights from assisting over 600 companies in scaling their operations. The conversation highlights the shift towards personalized engagement and the balance between AI efficiency and human touch. They delve into the evolving role of customer success managers and how AI enables strategic business outcomes while maintaining vital human connections.
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CSMs as Sherpas Analogy
- Jamie Davidson compares customer success managers (CSMs) to Sherpas guiding climbers safely to Everest's summit, which symbolizes customer value realization.
- He stresses that while AI might replace guides, human CSMs are crucial for first-timers and when navigating complex challenges.
Balancing Scale and Personalization
- Scaling CS requires balancing operational efficiency with personalized, relevant customer engagement across all touchpoints.
- AI and structured teams help maintain personalized engagement even at scale in the evolving SaaS landscape.
Leverage AI for Enrichment & Efficiency
- Use AI to enrich customer data with actionable insights to assist CSM conversations efficiently.
- Automate operational and administrative tasks to free up CSMs for personalized, high-impact customer interactions.