In this episode of Onboarding Therapy, Kim and Shareil sit down with Daphne Costa Lopes, Global Director for Strategic Accounts at HubSpot, to explore how AI is reshaping customer success—and why now is the time for teams to adapt.

Highlights from the Episode:

• Why Customer Success Teams Can’t Ignore AI: Daphne explains the risks of falling behind and the opportunities AI offers to forward-thinking teams.
• Practical Use Cases for AI in CS: From summarizing calls to enabling better strategic conversations, learn how CSMs can leverage AI today.
• Overcoming AI Hesitation: Explore why many CS teams are resistant to AI adoption and how leaders can shift the mindset.
• Career Growth in the AI Era: Daphne shares actionable career advice for CSMs looking to excel in an AI-driven industry.

Whether you're a customer success leader or a CSM trying to navigate the evolving landscape, this episode is packed with actionable insights on how AI can empower teams and individuals.

Key Resources:

• Follow Daphne Costa Lopes on LinkedIn
• Check out Daphne's newsletter and podcast: This is Growth
• AI Tools Mentioned: Agency and Hook

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