ChatGPT has taken the world by storm and now everyone is wondering how it will transform the Customer Success. How will AI change the role of a CSM—or will it even take CS jobs? How can it help with customer retention? And what positive/ negative effects will it potentially have?
In this episode, our host Anika Zubair chats with Jan Young, Principal Consultant for The Success League about AI and it’s effect on Customer Success.
Jan Young is a Top 25 and Top 50 CS influencer, Top 50 Women leaders in CS, and Top 100 CS Strategist. As the Principal Consultant for The Success League, Jan facilitates workshops and provides coaching and private training for CSMs and CS Leaders. She specializes in helping Heads of CS become VPs and get a seat at the executive table. She is also passionate about unleashing the power of Customer Led Growth and building communities.
There is a lot of hype around ChatGPT in tech right now. But Jan believes that it is important to remember that AI has been here for a while. What’s different about ChatGPT is that it is working so well, and if used correctly, it should empower CS people to do things differently and enable our jobs to be easier.
So this is just the beginning. What do you think AI-enabled customer success will look like in the next few years?
Listen now to the full conversation with Jab and Anika to learn more about AI and it’s effect on Customer Success.
Founder & Chief Customer Officer
JanYoungCX
Jan is a customer success leader, executive coach, and recognized industry voice with over a decade of experience helping CS professionals transition into strategic, revenue-driving roles. She is the Founder of JanYoungCX and CEO of StepUpXchange, a professional learning platform built on the CxXchange community she also created. As Principal Consultant for The Success League, she delivers executive coaching and private training to help Heads of CS advance to VP roles. A frequent speaker and advocate for Customer Led Growth, Jan has been named a Top 25 CS Influencer, Top 50 Woman Leader, and Top 100 CS Strategist.
Founder & CEO
The Customer Success Pro
Anika is a customer success executive and founder with over 10 years of experience helping SaaS teams drive retention, revenue, and confidence at scale. She is the Founder & CEO of The Customer Success Pro, a coaching consultancy for CS professionals, and most recently served as Head of Customer Success at Griffin. Anika has held CS leadership roles at Karbon, inSided, and ZAP, and is known for her practical approach to commercial impact, strategic storytelling, and community-driven growth.
