Customer Success Talks The Future of AI in Customer Success: Lessons from Vitally's CEO with Jamie Davidson
Jul 23, 2025
In this conversation, Jamie Davidson, CEO and co-founder of Vitally, shares insights from his transition to the customer success space. He discusses the importance of balancing automation with the human touch in customer interactions. Jamie emphasizes that AI should be approached cautiously, highlighting key skills that customer success managers need to thrive in an AI-driven environment. He also explores how AI can enhance data utility and improve customer engagement, ultimately arguing that AI is a powerful tool for scaling CSM efficiency rather than replacing jobs.
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Founder’s Origin Story
- Jamie moved from CTO to chief customer officer at his prior startup and discovered major gaps in CS tooling.
- That experience led him to found Vitally to build a faster, easier-to-implement CS platform.
Wait For Stabilization Before Investing
- Jamie waited to invest heavily in AI until the technology stabilized and real use-cases emerged.
- He believes now is the right time because AI shows lasting power and competitors will invest.
Automate Data Extraction From Conversations
- Use AI to extract and structure unstructured customer data like meeting transcripts, emails, and feature requests.
- Automate repetitive data entry so CSMs gain time for strategic, creative customer work.