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The practical guide to building your CS motion with AI at the core.
The pressure on CS leaders has never been more acute: growing customer bases, flat headcount budgets, and mounting expectations to drive retention and expansion. Most teams are responding by bolting AI on as a writing tool or copilot, and finding that it doesn't truly move the needle.
This guide makes the case for a different approach: redesigning your CS org so that agents, automations, and CSMs each own the work they're best suited for. Rather than treating AI as a productivity add-on, the most effective teams are using it to fundamentally restructure how customer outcomes get delivered. Used correctly, AI has the ability to free CSMs for the high-level, commercial work that actually drives customer value and revenue, while agents and automations handle everything that doesn't require human judgment. This is the step-by-step guide to making that transition without compromising your customers or your team in the process.
What you'll learn
The difference between automations, agents, and CSMs
How to assign ownership of customer outcomes across all three
Three operating models to choose from (from starting small to a full org redesign)
A reliable approach to calibrating agents before they go near your full customer base
How to calculate a defensible headcount capacity
What the CSM role looks like in an agentic world, and what to hire for now
Download the full guide to start using AI as a driver of real customer outcomes.
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