September’s meetup took part in the middle of Cambridge Tech Week, and as such it felt only right that we tried something a little different. We were very honoured to have welcomed guest presenter, Jason Noble who led an interactive session on ‘Scaling Customer Success in the Age of AI’.

Jason is a seasoned Customer Success & Growth Leader with over 30 years experience scaling high performing post sales teams in B2B SaaS. Jason is also the co-host of ‘The Jasons Take On‘ podcast. The Jasons Take On brings together two seasoned SaaS leaders to unpack the challenges and opportunities facing today’s subscription businesses.

AI in Customer Success

Customer Success, as with most business functions has a lot to gain from leveraging AI. Common use cases such as notetaking, meeting summarisation, triaging and early risk detection are often quick to bring measurable impact.

Broader than this, while there are likely lots of testing and AI pilots running within your business, how many of them progress further, drive positive change and a measurable impact to customer experience, improved value or customer outcomes?

Possibly worse, how many do prove value in the pilot but are not properly adopted into the business and the value dwindles or is lost completely?

Testing concepts and idea’s is vitally important, but with so many possibilities, tools and concepts and a limited hours in the day, its important to know where to spend the time.

To help asses where to focus your efforts, the ‘Value vs. Effort Matrix’ is a good place to start determining which AI project as well as taking into account factors such as, do you have good data to begin with.

Jason continued with interactions from the audience on how its important once you found a winning formal, that you adopt it properly into the business. Update your Standard Operating Procedures (SOPs), have a feedback loop and review regularly.

We also talked about how consistency is important. Take for example meeting summary tools. Even if you use the tool consistently, such as Co-pilot, Gemini, Otter, etc, to capture and summarise your meetings, you will likely find they are often summarised under different headings. Refining these based on meeting types prior to sharing with your client and adding to your CRM, will add consistency and an element of professionalism.

Thank You

A huge amount was covered in this sessions and lots of suggestions on possibilities for AI in Customer Success, this quick summary post only lightly scratches the surface.

We want to say a huge thank you for to Jason Noble for joining and presenting. Please do check out Jason’s site and the insightful and entertaining ‘The Jasons Take On‘ podcast.

Missed this event?

The Customer Success Group in Cambridge is open to all and we meet every other month in St John’s Innovation Centre. Check out the events page for the next meetup.