AI is not the problem...this is

In Partnership With

Hey CS Pro,

Let me be clearn, AI is not taking your job. Well not your whole job. But it is making one thing very clear…whether you were ever truly adding value in the first place.

And if that feels uncomfortable, good. Because this is the shift that will define your career.

Today I want to make sure that your job stays ‘AI-proof’ which is why I wanted to dive into all the BAD customer success that will be replaced by AI.

But first, today’s sponsor

↓

How Leading CS Teams Are Running Their Business Reviews

Most business reviews follow the same pattern: pull data, build slides, present, repeat. But the teams driving real retention results do something different with that data.

Matik's Show & Tell series brings together top CS teams to share exactly how they run business reviews and customer presentations, with strategy, structure, and real examples included.

Learn from:

• Glassdoor's approach to highlighting ROI

• Salesloft's strategy for guiding reps to drive impact

• 6sense’s method to ensure retention and growth

AI is not the threat… your old role is

Let’s just call it what it is.

For years, a lot of customer success work has been built around activity. Sending follow ups. Running check ins. Tracking usage. Updating CRM. Building reports.

And now?

AI can do all of that in seconds.

That is where the panic is coming from. Not because AI is replacing Customer Success, but because it is stripping away the parts of the job that were never strategic to begin with.

If your value was based on how fast you could send an email or how many calls you ran in a week… that value is gone.

I just want to be really clear, that is a GOOD thing.

Because it forces you to step into the version of the role that actually matters.

The biggest mistake teams are making with AI

Here is what I am seeing everywhere right now. CS teams are using AI to do MORE… instead of doing BETTER.

• More emails.

• More summaries.

• More content.

• More touchpoints.

But let me ask you something…If you were the customer, would you want that?

No.

Your customers are already overwhelmed. AI has made content easier to create, which means there is now more noise than ever. And adding to that noise does not make you valuable.

It makes you ignorable.

AI should not increase your volume. It should increase your IMPACT.

The second mistake I am seeing… over automation.

Automated check ins. Automated journeys. Automated engagement.

And while that sounds scalable, what it actually creates is distance.

Customers do not feel understood. They feel processed.

The final mistake…outsourcing your brain.

Yes, AI is powerful. Yes, you should be using it.

But if you are blindly trusting it, copying outputs, or letting it do your thinking… you are losing the one thing that actually makes you valuable:

• Your judgment.

• Your experience.

• Your ability to read the room.

AI can support that. It cannot replace it.

What the best CS Pros are doing differently

So if AI is taking all the admin work off your plate… what is actually left?

The best CSMs right now are doubling down on three things.

1. Outcome design.

They are not talking about features or usage. They are defining what success actually looks like for the customer… in business terms.

Revenue. Efficiency. Risk reduction.

And they are building a plan to get there.

2. Executive communication.

They are not running status updates.

They are leading conversations.

They know how to speak to decision makers. They understand what matters at the top level and they connect everything back to business impact.

Because here is the truth… executives do not care about your dashboard. They care about results.

3. Revenue thinking.

They understand where the risk is in an account. Where the opportunity is. What the expansion path looks like.

AI can give you data.

But it cannot decide what to DO with that data.

That is your job.

And this is the line I want you to sit with…

If AI can do your job, your job was never strategic to begin with.

Weekly Challenge

Take one task you currently do manually.

Ask yourself… can AI do this faster?

If the answer is yes, automate it.

Immediately.

Then take that time back and reinvest it into ONE strategic conversation with a customer.

Not a check in.

Not a status update.

A real conversation.

Ask about their business goals. Their biggest challenges. Where they are trying to go.

And then connect your product to that.

That is where your value lives.

That is how you stay ahead.

The reality is, AI is not lowering the bar in customer success… it is raising it.

I hope you enjoyed this week’s newsletter.

If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS success,

Anika