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Welcome to the latest edition of our weekly newsletter. This week we talk about:
AI is great for the repeatable, not the relational. Automate the routine; humanise the moments that matter.
Enterprise and Strategic accounts still depend on trust, judgment, and facilitation skills; AI doesn’t replicate.
Treat AI like a team member: define scope, responsibilities, and guardrails to protect customer relationships and revenue.
Let’s get into it…
Go Steady on the AI
As AI burst into the consciousness of CS leaders and teams, the hot take was instant: CS as we know it is over. The playbooks we built? Obsolete. A new CSM archetype was crowned—one that didn’t rely on relationships, but on automating everything with shiny tools. We’ve heard versions of this across industries. But as the dust settles, the smartest operators are converging on a more useful truth: you can’t automate everything. Even as models improve, there are critical moments—especially in Enterprise and Strategic segments—where human judgment, presence, and facilitation are non-negotiable.
Consider the quarterly value review. AI can draft a strong deck. It can even summarise risks and surface talking points. But it can’t read the room. It won’t know when to linger on one KPI because the CFO’s body language changed, or when to skip a section because the sponsor has already internalised it. It can’t encourage a customer with a nod while they work through a complex idea, or jump to the whiteboard to co-create an adoption plan when the conversation sparks. Those are human skills, and they’re exactly where trust and expansion are earned.
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Where does AI shine?
In the routine and repeatable, let your recorder run to capture notes and action items. Use AI to draft follow-ups, extract themes across calls, and create first-pass content. Have it flag risk patterns from usage data, suggest playbooks, and prep renewal scenarios. That’s leverage. But let humans handle the choreography, the agenda shaping, the facilitation, the escalation, the trade-off decisions, and the sponsor alignment.
Keeping AI under control
Treat AI like a team member. Define roles and responsibilities. What does AI own end-to-end (e.g., summaries, first-draft collateral)? Where does it collaborate (e.g., data prep for QBRs)? Where is it out of bounds (e.g., negotiating scope changes, real-time stakeholder alignment, executive escalations)? Put guardrails in place to protect the customer relationship and the commercial outcome.
The risk isn’t using AI, it’s overusing it
Go too far, and you’ll alienate stakeholders, dilute trust, and put accounts at risk. Use AI well, and your team will spend less time on the mundane and more time doing what only people can do: building belief, navigating ambiguity, and creating momentum.
Latest On the Blog
Following this week’s theme, our new article shows how AI tools like predictive health scoring, personalized onboarding, agentic communications, sentiment analysis, and behavioral signals, enable lean teams to anticipate churn, deliver engagement at scale, and consistently unlock expansion.
How We Can Help
If you’re an early-stage SaaS company unsure about how to implement your Customer Success function, we have specific services designed to set you up.
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