Explore every episode of the podcast AI Customer Success Brief
| Title | Pub. Date | Duration | |
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| The Claude Skill That Killed 8 Hours of Account Planning Prep | Ejieme Eromosele | 14 août 2026 | 00:16:36 | |
Ejieme Eromosele took enterprise account planning prep from eight to ten hours down to fifteen minutes by building a structured Claude skill. The reason it worked that fast is the part most teams skip: she had been running a real account planning process manually for years before any AI touched it. She knew what a finished plan had to contain. She knew where the prep time was going. She knew which account managers were doing the thorough version and which ones were not. The skill just compressed something that already existed. In this episode: Why account plans were taking eight to ten hours, and the six systems the team was pulling from to build one ABOUT EJIEME EROMOSELE Ejieme Eromosele is an award-winning Customer Success and Revenue executive and an AI in Customer Experience advisor, guiding hundreds of enterprises on AI strategy and deploying AI solutions across customer journeys. She has built and scaled post-sales functions from the ground up, including as a company's first VP of Customer Success and Account Management and as GM of an international expansion. Earlier in her career she built The New York Times' first formal Customer Experience function, proving the link between customer satisfaction and subscriber retention and earning the NYT Publisher's Award. She also spent a decade in management consulting at PwC and Accenture. Ejieme is the founder of Success in Black, a global community of 5,000 members advancing Black talent in tech and Customer Success, and co-author of The Customer Success Talent Playbook. She serves as a board member, advisor, and angel investor to early-stage startups. She holds a BA in Economics and an MBA in Strategy and Global Business, both from NYU. Connect with Ejieme: https://www.linkedin.com/in/ejieme/ CHAPTERS 00:00 Eight hours to fifteen minutes ABOUT THE SHOW The AI Customer Success Brief is for post-sales operators past the prototype stage. Every episode is about somebody who built something their team actually uses, not a demo that lives in a chat window. Hosted by Jeff Kushmerek, founder of Infinite Renewals and author of Retention Starts in Implementation. Subscribe for new episodes. WORK WITH US Not sure where your team actually stands on AI? Take the free AI Readiness assessment. Ten questions, and you get a readiness tier and an action plan based on the Infinite Renewals AI Capability Maturity Model.
https://calendly.com/infiniterenewals/ai-cs-brief-recording
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| He Replaced the Health Score With a Renewal Probability Tool | Sean Reid, Supermetrics | 04 août 2026 | 00:18:52 | |
Sean Reid runs customer success for EMEA and JAPAC at Supermetrics. He went back through the churn on his install base and found that sixty-two percent of it was avoidable, with signals present weeks before anyone acted. The health score that was supposed to catch it spoke a language only the CS team understood, so he removed it and built a renewal probability in its place. This episode covers the sequence he followed, which is the part most teams skip. He answered two process questions before he opened a single vendor conversation: how do you get CSMs thinking about risk from day zero instead of day minus ninety, and how do you show every other department that the work they do moves the renewal. Then he built the score with Claude as the working partner and weighted it forty percent system, sixty percent human, which is close to the inverse of how most vendor health scores are built. We also get into his definition of the agentic CSM, which is a CSM managing agents that handle transactional work rather than a CSM who uses AI to write emails. Chapters:
Work with us: https://www.infiniterenewals.com Subscribe for new episodes on what post-sales teams are actually running in production. #CustomerSuccess #AI #SaaS #RevenueOperations #CustomerRetention | |||
| We Replaced Gainsight in 60 Days and Built Our Own CS Platform | Ashley Stallings, Salsify | 08 juil. 2026 | 00:16:02 | |
Ashley Stallings at Salsify made a call most CS leaders won't: when their Gainsight renewal came up, they didn't shop for a replacement. They built one. In two months, her team migrated off Gainsight and into an internal platform called VIP (Value Intelligence Platform), built on Replit. It runs a Salsify-built LLM that pulls product usage, industry data, case studies, and pitch context into a single account view for every CSM. Topics covered: Why Salsify replaced Gainsight in two months and what forced the decision customer success, AI customer success, Gainsight alternative, build vs buy, CSP replacement, Salsify, post-sales AI, customer success platform, CS operations, AI in SaaS, HubSpot customer success, health score, CSM tools, post-sales operations, Infinite Renewals Jeff Kushmerek is the founder of Infinite Renewals and the author of Retention Starts in Implementation. 🎙️ AI Customer Success Brief is sponsored by Infinite Renewals. | |||
| Why Most AI in Customer Success Stays on a Laptop | AI Customer Success Brief Ep. 1 | 24 juin 2026 | 00:15:55 | |
Episode 1: AI in Post-Sales — Prototyping to Production Most AI in customer success never makes it off someone's laptop. This episode is about why, and what it actually takes to get something running in production. Jeff covers the mistake most CS teams make when they start thinking about AI, what the customer lifecycle looks like when you map it to real pain points, and the fork most operators don't know they're at: when MCP is enough vs. when you're building an actual application whether you planned to or not. Real example included: a prototype built in Claude that became a containerized app running on Azure behind Tailscale VPN and Entra SSO — because the data lived in two systems that no MCP could bridge. No metrics yet for most of this. That's fine. Sometimes the win is just getting parity — your internal systems wired together, working the way your team actually needs them to. What's covered:
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