E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams
Update: 2025-06-11
Description
Today on the show we have Jamie Davidson, the CEO and Co-Founder, and Kelley Turner, the SVP of Global Customer Success at Vitally.
In this episode, Jamie and Kelley share their experience in helping over 600 companies scale customer success operations through Vitally’s platform.
We then discussed how AI is reshaping CS workflows—from reducing manual data entry to enriching conversations with actionable insights.
And we wrapped up by discussing the evolving role of CSMs, the importance of human connection, and how AI is enabling CS teams to drive strategic business outcomes.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
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