Customer success is at an inflection point. AI isn't just a buzzword – it's fundamentally rewriting what it means to be a CSM. Yet adoption in CS is lagging, and those who wait risk being left behind.

In this episode of the CS School podcast, we're joined by Adam Parsons, Client Success Director at Degreed, to explore how AI is transforming the role – from task-driven execution to insight-driven strategy. We break down where AI adds real value today (research, news analysis, and client intelligence), how to experiment with the right tools, and why curiosity and intentionality will separate leaders from laggards.

Adam draws from his own journey to highlight the mindset shifts needed to thrive in a future where CSMs act as strategic partners, not just problem-solvers. If you want to stay relevant – and indispensable – in a rapidly changing landscape, this episode is your roadmap.

Key takeaways:

👉 AI is reshaping how we work in customer success.

👉 Adoption of AI in customer success is slower than expected.

👉 AI will change the nature of the CSM role from task-based to insight-based.

👉 CSMs should lean into AI tools to enhance their work.

👉 Research, news, and analysis are key areas where AI can assist CSMs.

👉 AI can help CSMs understand their clients better and provide value.

👉 Curiosity and intentionality are essential when integrating AI.

👉 CSMs should pick specific problems to solve with AI.

👉 The CSM role will evolve to be more consultative and strategic.

👉 Ongoing education and adaptation are crucial in the AI landscape.