Customer Success isn’t being replaced by AI; it’s getting leverage.
That theme came through in Shari Srebnick’s Forrester recap of NY Customer Success Week 2025. What’s new is how fast—and how deep—the shift goes.
AI is taking on real execution, while CS is expected to show business results. That calls for new playbooks for onboarding, adoption, and renewals—and a sharper, CFO‑ready value story.
(Source: Forrester, Oct 3, 2025 — In The Age Of AI, Reinvention Is The Future Of Customer Success.)
My Takeaways For CS Leaders
Put AI to work, not just in reports.
Start with one flow (e.g., meeting notes → CRM + next steps). If inbox overload is the bottleneck, see Drowning in Emails? This AI Trick Fixes It for a simple triage pattern.
Make outcomes the offer.
Build a one‑page Value Scorecard per account and update monthly; Value Discovery Template: The Ultimate CS Framework Guide shows how to quantify impact.
Prove revenue in every review.
Drop activity updates; use The Ultimate QBR Playbook: 42% Upsell Tactics from Gong & Snowflake to tie slides to results, risks, and next bets.
Design onboarding for usage pricing.
Define a first‑value trigger and watch three usage signals; use Stop Silent Churn: Fix SaaS Onboarding Fast and the 10‑Step Customer Onboarding Checklist to close gaps.
Why This Moment Matters For Customer Success
AI won’t replace CS; it can scale impact. Teams that treat AI as a teammate, anchor to outcomes, prove revenue, and redesign onboarding for usage models will pull ahead.
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🔐The 10-Step Field Guide To An AI‑Ready CS Org
Below is my practical playbook. Copy it. Tweak it. Ship it.