Helping Customer Success Teams Do Their Best Work in the AI Era

As AI transforms the way Customer Success teams operate, the role of the Customer Success Manager is evolving beyond execution and into strategic partnership. As routine work becomes increasingly automated, the organizations that thrive will be those that build stronger customer conversations, uncover risk earlier, develop executive relationships, and identify new opportunities for growth.

During this session, Jami will explore how Customer Success leaders can prepare their teams for this next era by developing the capabilities that matter most. She will share practical frameworks for coaching stronger customer conversations, shifting teams from reactive problem-solving to strategic discovery, and positioning Customer Success as a driver of retention, expansion, and long-term customer value.

Whether you are leading Customer Success, building a go-to-market organization, or investing in software companies, you will leave with practical strategies to strengthen customer relationships, coach more effective teams, and build Customer Success organizations that protect revenue while accelerating growth.

Topics include:

• Why asking better questions is becoming a core retention capability: Why curiosity, discovery, and strategic conversations are becoming just as important as product knowledge and process, and how leaders intentionally build these muscles across their teams.
• The evolution of Customer Success into a strategic revenue function: How leading Customer Success organizations are driving executive conversations, influencing without authority, surfacing churn risk early, and creating expansion opportunities throughout the customer lifecycle.
• What gets missed, and what it costs: Two real, anonymized customer case studies demonstrating how teams that stay in "solve mode" instead of "discover mode" miss critical signals that directly impact ARR, retention, and customer health.
• A practical coaching framework for every stage of the customer journey: How leaders can coach stronger customer conversations across onboarding, adoption, expansion, and renewal without introducing unnecessary process.
• Preparing Customer Success teams for the AI era: Understanding the capability gap AI is creating and how organizations can develop the leadership, communication, and strategic thinking skills that will differentiate high-performing Customer Success teams.

The goal is for attendees to leave with a clear understanding of how AI is reshaping Customer Success, the capabilities leaders should be developing today, and a practical framework they can immediately begin implementing to identify churn risk earlier, increase retention, unlock expansion revenue, and improve the metrics that matter most, including NRR, GRR, retention, and time to value.