AI in Customer Success: What’s working, what’s not, and what leaders are seeing

AI is rapidly making its way into Customer Success teams, but most leaders are still unsure how much value it’s actually delivering.

In this webinar, Rod Cherkas, author of The Chief Customer Officer Playbook and REACH, will share insights from Wave 1 of his AI in Post-Sale benchmark research, based on responses from ~190 CS and post-sale leaders across B2B SaaS. The data reveals a clear pattern. While AI adoption is real and growing, most teams are still experimenting, focused primarily on internal productivity, and are struggling to translate those efforts into outcomes they can confidently explain to executives.

This session will not outline a future-state vision. It’s a grounded look at what CS teams are actually doing with AI today, where they’re getting stuck, and what leaders should be paying attention to as expectations around retention, renewals, and efficiency continue to rise.

In this webinar, you’ll learn:

• • Where CS teams are really using AI today and where adoption is stalling
  • Why productivity gains are easier to achieve than defensible business impact
  • The most common mistakes CS leaders make when rolling out AI internally
  • What the data suggests about AI’s role in retention, renewals, and customer health (and what it doesn’t show yet)
  • Practical guidance for moving from experimentation to more consistent, scalable AI usage across your CS team

This session will also include a live Q&A, giving you the opportunity to pressure-test the findings against your organization’s experience.