Customer Success teams are expected to use more AI.
The problem is most teams aren’t told how.

This hands-on workshop is designed for CS leaders and operators who want to move beyond theory and start applying AI to real workflows that improve retention, sharpen product insight, and support better decision-making.

Led by two operators building this work in the field:
Amelia Wampler, Co-Founder of Formata and Limitr
Rich King Gawlas, Founder & CEO of Onwards and Upwards

🧠 We’ll start with a clear, non-technical foundation:
– What it actually means to “use AI” in Customer Success
– How to think about models, agents, and workflows in practical terms

Then we’ll move into applied use cases:
1/ Turning Voice of the Customer into product-ready insight

Amelia will walk through how to set up AI-driven VOC trend analysis and translate customer signals into structured, actionable feedback Product teams can actually use.

2/ Building an AI-powered renewal risk agent

Rich will show how to design an agent that monitors renewal risk signals and supports proactive, data-informed renewal management.

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You’ll leave with concrete examples, mental models, and workflows you can adapt inside your own CS organization.

🤖 Who this is for

Customer Success leaders, CS Ops, RevOps, and Product partners who want applied AI, not hype.