How to Keep Your Customer Success Job in the Age of AI
Customer Success is changing fast with AI taking over many routine tasks.
From writing user guides to analyzing customer data, AI is getting better every day.
And it will only speed up.
Check out these real-life examples of how AI is transforming customer success.
So the question you’re asking often nowadays is:
Are there any core customer success skills that AI won’t be able to do better than us, humans?
The truth is that none of your skills are completely safe from AI disruption.
In a year or two, AI will likely be pumping out decent CS content.
It will analyze how customers feel, and make recommendations at a fraction of your cost and time.
Many of the hands-on skills CS pros have relied on so far are at high risk right now.
And you'd better prepare for it.
Read up on the top warning signs of an imminent layoff to stay ahead.
The Real Value of Customer Success
The good news is Customer Success has never been about executing tasks.
Those skills were always tools to achieve the real goal.
That is to build successful customer relationships and ensure customers get value.
Learn more on this from these Customer Success books.
It's about understanding the customer's desired outcomes. And making plans to help them achieve those outcomes.
One thing is certain:
AI will automate more and more CS activities.
But as I show here on mastering the CSM role, your unique human abilities are irreplaceable:
Seeing the big picture
While also zooming in on the little details
Making a plan of action and then execute
Understanding what customers need, their challenges, and goals
Connecting different insights from across the customer's organization
Your creativity and ability to think in many dimensions when building strategies.
These are the skills that will separate the great CSMs companies need.
Check out the best certifications to hone these skills.
It will separate the best and replace the mediocre ones made obsolete by AI.
Get Ready For an AI-Powered Future
So how can you protect your career in CS and beyond?
Don’t wait.
Get along with AI rather than trying to compete against it.
Boost your productivity with these tools I reviewed in the AI Hub.
Get good at using AI tools.
Know what they can do.
Integrate them into your workflows, test, learn, and fine-tune their outputs.
Your role will shift from being the doer to being the orchestrator, consultant, and coach.
You'll provide the guidance to direct AI capabilities for greatest customer impact.
Let AI handle the routine tasks.
Focus on the strategic, relationship-building work that delivers true customer success.
This is why you must keep an open and adaptive mindset at all times.
Avoid these common career regrets according to Harvard Business Review.
Don't get stuck with tactical skills that AI will do better than you very soon.
Instead, double down on your ability to understand customers.
Think strategy, and be a trusted advisor throughout their journey.
That human-centered approach is what will make you indispensable in the AI era.
Consider AI as a force multiplier, in the same way that computers are for human abilities.
See how Steve Jobs explained it well in this short video:
And focus on the real work:
Building value-driving partnerships between your company and the customers you serve.
Doing so will help you for the AI-powered future of customer success and beyond.
I hope that helps,
-Hakan.
P.S. See these powerful resources for more tips on growing your career.