SaaStr

MAY 9, 2025

Top 5 AI Sessions Not to Miss The AI Summit is central to SaaStr 2025, these five sessions stand out as must-attend for anyone looking to understand how artificial intelligence is reshaping the SaaS landscape. Wednesday CCO Mixer (Afternoon ) – Dedicated networking for Chief Customer Officers and customer success leadership.

AI Search 176

AI Search AI Artificial Intelligence Transportation 176

CustomerSuccessBox

MARCH 28, 2022

Most SaaS firms see Customer Success as a necessary evil. Customers buy your product to achieve their goals. It is the responsibility of the customer success team to ensure that a customer makes a repeat purchase. So, customer success is the ‘growth hack’ that your SaaS firm is looking for!

Artificial Intelligence 52

Artificial Intelligence Customer Success AI Technical Review 52

Intercom, Inc.

JULY 30, 2020

Championing this approach is Luke Diaz , Clearbit’s VP of Customer Success. Since joining in February, Luke’s charge has been to protect the company’s revenue by deploying new, data-driven customer playbooks. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Customer Success 145

Customer Success Scale Machine Learning Artificial Intelligence 145

Intercom, Inc.

JULY 26, 2022

Conversational AI (artificial intelligence) is technology that simulates the experience of person-to-person communication for users, either through text-based or speech-based inputs. Like most AI systems, NLP and machine learning operate by analyzing massive datasets in order to continuously yield more sophisticated outputs.

Artificial Intelligence 118

Artificial Intelligence AI Scale Machine Learning 118

Intercom, Inc.

JANUARY 27, 2021

Built to help brands connect with their customers in more meaningful ways, Typeform is an interactive survey platform with a vision to create a world of more personal business relationships. Focused on realizing that vision by empowering and supporting their customers is Christine Werner, Typeform’s Senior Director of Customer Success.

Customer Success 165

Customer Success Machine Learning Artificial Intelligence Branding 165

SaaStr

JUNE 20, 2024

Integration and scaling challenges Governance Limited expertise Cost Complexity We used to talk about how important it was to get the data model correct and leverage the correct LLM. Today, we’re moving toward building models that are tuned and trained on a specific domain, industry, and business need. This is common.

AI 183

AI Artificial Intelligence Government Scale 183

Totango

SEPTEMBER 30, 2022

In a world where technology is ubiquitous and constantly evolving, why do so many customer success (CS) managers say they don’t have the right tools to bring CS teams into digital transformation and scale-up growth? To learn more about how Totango can help you to integrate CS into every part of your business, click here now.

Scale 95

Scale Customer Success Artificial Intelligence Scaling 95

ChurnZero

APRIL 7, 2023

Artificial intelligence (AI) tells a story about technology’s evolution—productivity, innovation, and the relentless push forward. And how can it support Customer Success professionals in their day-to-day jobs? From what and how did it evolve? The process was iterative and in the works for decades.

Artificial Intelligence 52

Artificial Intelligence ChatGPT AI Generative AI 52

Totango

JUNE 28, 2018

Totango’s mission is to enable organizations to proactively and intelligently operate around their customers. With industry-leading enterprises confidently running on Totango’s Customer Success Platform, we are dedicated to innovating and bringing to market products that deliver Customer Success results.

Artificial Intelligence 98

Artificial Intelligence Machine Learning Innovation Acquisition 98

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Trends 98

Trends Customer Success Sales Hiring Artificial Intelligence 98

User Pilot

MAY 23, 2023

We’ll cover how the customer experience is defined, where AI comes into the picture, how it can help engage your customers , and explore some specific tactics for leveraging artificial intelligence within your product. Using AI and machine learning within your SaaS can bring huge benefits.

Artificial Intelligence 98

Artificial Intelligence AI SaaS Payments Payment Solutions 98

SaaStr

MARCH 12, 2025

And in many cases, also seen the number of human customer success reps already reduced by -20% to -30%. Can AI replace almost everything a human does today in customer support? I don’t know but perhaps what’s just as important is what customers are expecting, thinking, and buying based on.

Customer Support 203

Customer Support AI Software Engineering Engineering 203

SaaStr

FEBRUARY 25, 2022

Rapidly developing technologies like artificial intelligence, cryptocurrency, and decentralization promise even more disruptive change in the years to come. . Customer Success . With a 95% freelancer-led CX team of attuned and geographically distributed professionals, UpWork achieved a 91 customer satisfaction score. .

Scaling 243

Scaling Artificial Intelligence Company Culture Innovation 243

Sales Hacker

MARCH 19, 2020

This post is a simple walkthrough of the why and the how behind predictive sales and marketing strategies, and why it all starts with your own customer data. How Customer Success Drives Predictive Sales and Marketing. How does machine learning come into the picture? Let’s dig into it. The first set of data is easy.

Customer Success 102

Customer Success Sales Machine Learning Artificial Intelligence 102

ChurnZero

JANUARY 10, 2023

No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. What is Customer Success AI ? Within seconds, you’ll get a first draft to refine, customize and use.

Customer Success 98

Customer Success AI Artificial Intelligence Generative AI 98

Intercom, Inc.

JANUARY 25, 2022

Plus, there are the added benefits of taking away manual tasks, creating a more personalized experience for new contacts, and cutting down on customer acquisition costs. As Nancy Dandolos , a Customer Success Manager at The Signal Group, puts it: “Intercom and Hubspot have become an integral part of our strategy, so the integration is vital.

Artificial Intelligence 216

Artificial Intelligence Sales Sales Funnel Technology 216

ChurnZero

APRIL 25, 2025

And since customer lifetime value and NRR are integral to broader revenue goals, it is time for CS to embrace the predictive, in which strong forecasting begets lower churn. Weve outlined a process for data driven customer success renewals forecasting, plus some extra tips on how ChurnZero can help. Where can you start?

Forecasting 52

Forecasting Customer Success Payments Data 52

User Pilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Customer Success 105

Customer Success Software Management SaaS 105

SaaStr

DECEMBER 6, 2023

The other part of the business Aaron needs help with is the GTM operation — customer success, marketing, all of the international global operations, sales, and consulting. When you bring in that LLM, you can do questions and answers. He keeps the business humming and is a thought partner on all things business strategy.

AI 293

AI Sales Hiring Scale Artificial Intelligence 293

Tom Tunguz

DECEMBER 28, 2021

Large software companies accelerated growth this year, despite their scale reinforcing the notion that users write data into systems but rarely delete it. GTP-3 and BERT are massive machine learning systems called neural nets. Marketing, customer success, and sales software will be upended. Or a tweet.

Scale 275

Scale Blockchain Banking Machine Learning 275

Totango

NOVEMBER 22, 2017

So much is happening in the world of Customer Success. We’re going to bring the best and the brightest from the field to share latest trends in strategy and innovation so you and your organization can make the BIGGEST IMPACT possible in customer adoption, retention and overall customer engagement.

Customer Success 85

Customer Success Machine Learning Artificial Intelligence Innovation 85

SaaStr

MARCH 5, 2021

The tech involves cameras and devices that detect evidence, decode it with machine learning and deliver it into the right hands. Your product and customer success can’t be lagging behind what’s being sold. Flock Safety is a hardware-enabled SaaS company dedicated to stopping crime. Deliver on what you’re selling.

Sales Recruiting 258

Sales Recruiting Sales Hiring Scale Sales 258

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. Maybe artificial intelligence will get there someday, but that’s not the current reality.

Customer Success 84

Customer Success AI Search Artificial Intelligence Technical Review 84

Tom Tunguz

DECEMBER 18, 2018

Startups begin to siphon off important but underserved segments of SaaS incumbent’s customer bases. This will occur in all major SaaS categories, products serving VPs of Marketing, Sales, Engineering, and Customer Support. Data engineering is the new Customer Success. Machine learning fades as a buzzword.

Blockchain 208

Blockchain Technical Review Machine Learning Artificial Intelligence 208

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Trends 98

Trends Customer Success Machine Learning Artificial Intelligence 98

User Pilot

JANUARY 14, 2024

Greater integration of artificial intelligence and machine learning technologies Artificial Intelligence has been a part of the product management landscape for at least a couple of years now. Tuning large-scale LLM models is very different than core product for a news feed.

Artificial Intelligence 103

Artificial Intelligence Trends Technical Review Management 103

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. CS AI is an industry first: the first generative artificial intelligence built into a Customer Success platform.

AI 98

AI Customer Success Technical Review Generative AI 98

Valuize Consulting

NOVEMBER 19, 2024

Predictive analytics is one such strategy, unlocking powerful insights into customer intent and redefining the way organizations approach customer success. Key Advantages of Predictive Analytics for B2B Customer Success 1. These models become more precise over time as new data informs and enhances them.

B2B 52

B2B Machine Learning Artificial Intelligence Outsourced Development 52

SaaSX

FEBRUARY 11, 2020

Customer Success and engineering teams can use this data to understand the health of their customers and identify potential problems before they arise. To learn more about vertical SaaS, click here. Artificial intelligence. Product-led.

Trends 120

Trends Artificial Intelligence SaaS Mobile 120

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Incorporating artificial intelligence for smarter success solutions.

Trends 72

Trends Customer Success Artificial Intelligence Scale 72

SaaStr

APRIL 7, 2022

We actually think it’s about where the customers are when it comes to our sales and customer success and then where our product development center should be. We’ll have nine of the top 10 insurance companies as customers. We have a product development center in Bucharest, in India, and in Seattle.

Sales Hiring 280

Sales Hiring Scale Sales Recruiting Outsourcing Services 280

User Pilot

APRIL 6, 2023

A powerful AI tool can be the perfect companion to your customer success platform. In this article, we will explore: How to leverage AI tools for customer success and retention. How can customer success managers address the challenges and concerns around AI when it comes to providing a better user experience?

Customer Success 98

Customer Success AI ChatGPT Management 98

ChurnZero

NOVEMBER 30, 2023

Artificial intelligence (AI) has long sparked the human imagination, often in the form of science fiction. Yet when OpenAI, the company behind ChatGPT, released its large language model (LLM) to the public, the tone changed. The question: Will AI replace most of your Customer Success team by 2030?

Artificial Intelligence 52

Artificial Intelligence AI Customer Success Management 52

SaaStr

MAY 29, 2025

Revenue teams that aren’t AI-native by 2025 will find themselves competing with fundamentally more efficient organizations that can invest more in marketing, product development, and customer success while maintaining superior sales productivity.

Sales Hiring 161

Sales Hiring Underperforming Technical Team AI Scale 161

SaaStr

MAY 28, 2024

On a related note, instant ROI destroys customer success and relationships with customers. Mistake #10: Elimination of True Customer Success The bigger companies have pushed through multiple price increases in the last few years without commensurate value. That is everyone’s number one source of new customers.

Sales Hiring 312

Sales Hiring Scale AI Search AI 312

Sixteen Ventures

FEBRUARY 28, 2023

Generative Artificial intelligence (AI) like ChatGPT – and now Bing Chat – is transforming the way we communicate and work, especially in Customer Success. But, there are some pretty substantial limitations to Bing Chat that can really affect you in Customer Success, especially on the Enablement side.

ChatGPT 62

ChatGPT AI Search Artificial Intelligence Customer Success 62

Tom Tunguz

OCTOBER 21, 2017

Thousands if not tens of thousands of pages have been written about the marketer, sales developer, inside account executive and customer success play. This rivalry causes four major responses: Verticalization - compete with a horizontal player by picking one customer segment and building a product better suited to them.

Venture Capital 189

Venture Capital SaaS Machine Learning Artificial Intelligence 189