Second Nature, the AI role-play platform for sales and service teams, has raised $22M (Series B) led by Sienna VC with Bright Pixel, StageOne, Cardumen, Signals VC—and Zoom participating as both investor and customer. (Source: PR Newswire)
That fresh capital points to AI coaching becoming core GTM infrastructure rather than a side experiment.
Why It Matters For Customer Success Leaders
AI isn’t just auto-writing emails—it’s helping people handle tough conversations.
As McKinsey notes, companies that invest in AI see 3–15% revenue uplift and 10–20% sales ROI gains, which lines up with what role-play platforms aim to unlock: faster onboarding, consistent messaging, and measurable skill lift. (Source: McKinsey & Company)
Here’s what this means for your CS org today:
Faster Ramp
Turn new CSMs productive sooner with realistic practice on your top issues; if you’re tightening milestones, use our 10-Step Customer Onboarding Checklist to reduce time-to-value and silent churn.
Message Consistency
Lock renewal talk tracks, upsell positioning, and incident comms across the team; for structure and ownership, drop goals straight into the Free Customer Success Plan Template.
Proof For Finance
Tie practice to FCR, CSAT, and NRR with simple scorecards and before/after clips, then reinforce live calls with plays from The CS Playbook Library.
You’ve got the signal and why it matters.
Here’s the exact rollout, templates, objection maps, and a CFO-ready proof pack that your team can use this month.
🔐Implement AI Role-Play In 30 Days: Scenarios, Scorecards, Calibration, Proof
Below is a practical plan you can run with Second Nature (or any similar tool) to cut ramp time 30–50%, lift FCR/CSAT, and show a credible path to NRR impact—complete with links to the right Café resources for each step.