Customer Success Talks AI in Customer Success: What’s Working Right Now with Kelley Turner
Jul 9, 2025
Kelley Turner, SVP of Global Customer Success at Vitally.io, shares insights from her diverse journey in customer success. She discusses the transformative role of AI in driving customer retention and efficiency. Kelley emphasizes the importance of balancing technology with human relationships, showcasing prompt-writing as a crucial CSM skill. Furthermore, she provides a tactical framework for advocating AI in organizations and forecasts how AI will redefine future customer success roles, enhancing proactive strategies and streamlining workloads.
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Kelley's Career Path to CS
- Kelley Turner transitioned from finance to frontline customer success manager to find more direct impact with customers.
- Her diverse career path uniquely prepared her to rapidly advance in customer success leadership roles.
Diverse Backgrounds Thrive in CS
- Customer success benefits immensely from diverse backgrounds bringing unique skill sets.
- Core skills include prioritization and confident vision to guide customers effectively.
Implement AI With Safety and Fun
- Introduce AI with safety, clear expectations, and by making it enjoyable for the team.
- Train teams to write clear prompts by practicing use cases like call prep and summaries.