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The CSM Wasn’t Removed From the Loop. We Moved Upstream.
What does AI mean for Customer Success Managers? A Principal CSM explains how AI changes the role of the CSM and where human judgment still matters…
Jul 14
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[Un]Churned
and
jon johnson
4
June 2026
The Best AI Product Is the One Only You Can Build
A builder's POV on going from zero code to deployed agent in a month, and why the thing worth building is already inside your company.
Jun 21
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[Un]Churned
4
2
Pulse 2026 Field Notes: Post-Sales Drew the Map. AI Is Learning to Read It.
Takeaways from Pulse 2026, Gainsight's annual conference for Customer Success and post-sales leaders.
Jun 9
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[Un]Churned
May 2026
The Unexpected Outcome of Paycor's Value Realization Playbook
Paycor built a value realization framework to help CSMs move from reactive to strategic customer outcomes, and ended up transforming team morale along…
May 24
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[Un]Churned
3
Before the Agent Ships: The Human Layer Behind Gainsight's Agent Evaluation Process
A behind-the-build look at the humans powering Gainsight's Renewal Agent evaluation system.
May 17
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[Un]Churned
Is Your CS Org Chasing the Wrong Goal?
Microsoft and Ironclad built their entire CS orgs around the moment customers actually get value. Here's what that looks like in practice.
May 6
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[Un]Churned
2
Everyone Is a Builder Now. That's a Good Thing.
The SaaS companies that thrive next are the ones worth building on.
May 3
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[Un]Churned
2
1
April 2026
When AI Is Responsible, Humans Are Accountable
[Un]Churned Chapter 019
Apr 28
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[Un]Churned
1
The Performance Gap Your AI Rollout Is Quietly Creating
A CS Leader and AI expert share how they've seen AI adoption play out in their orgs, and what others teams implementing AI tools need to watch out for.
Apr 21
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[Un]Churned
From D&D to Customer Success: What Context Engineering Actually Unlocks
The AI skill that matters most right now has nothing to do with prompts.
Apr 20
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[Un]Churned
and
Brady Bluhm
3
3
AI Search Is Changing Customer Discovery
G2 followed discovery into AI models. Most teams are still focused on what happens inside the product.
Apr 14
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[Un]Churned
1
The Missing Layer in Your AI Strategy
AI agents are only as good as your data. Why post-sales teams need a real context layer to drive retention and growth.
Apr 7
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[Un]Churned
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