AI is changing the operational core of Customer Success, says Daphne Costa Lopez, Global Director of Customer Success at Hubspot. As a result, the role of the CSM is moving up the value chain.

With over thousands of customers and growing board scrutiny on recent customer losses, this SaaS Fin-Tech company required answers to critical questions.

This cloud-based ERP and supply chain company was missing critical buyer insights. Sales reps believed they knew why customers chose their solutions, and reason codes captured this in their CRM. But key understandings were missing.