Making AI Real in Customer Success: From Pilots to Performance

​AI has moved beyond experimentation — it’s now transforming how Customer Success organizations deliver measurable business outcomes. Yet many teams remain stuck in the pilot trap, struggling to move from proof of concept to performance at scale.

​Join Matt Eldridge and Greg Fiore, Partners at Bain & Company, in conversation with Omid Razavi, Founder of SuccessLab, for an interactive live session on how Customer Success leaders are building an AI-first function that increases coverage, improves customer experience, and improves net revenue retention.

​Matt and Greg help technology and software companies strengthen their customer success and commercial operations through practical, data-driven strategies. Their work helps CS leaders set bold AI ambitions, redesign end-to-end customer journeys, and embed the change through communication, capability building, and new ways of working, so that pilots turn into enterprise-wide performance.

​In this live session, you’ll learn how to:

1. ​Move beyond AI pilots to deliver enterprise-wide impact
2. ​Rebalance CSM time and coverage by leveraging AI to allow CSMs to focus on strategic, high-value engagement
3. ​Zero-base and redesign your most critical Customer Success journeys with AI-first workflows
4. ​Drive adoption across people, data, and culture

​What you’ll gain:

1. ​A practical, four-step roadmap for scaling AI in Customer Success
2. ​Frameworks to improve retention, expansion, and efficiency by shifting CSM capacity toward higher-value customer outcomes
3. ​Insights from Bain research and real-world transformations across leading B2B SaaS players
4. ​Live Q&A with Bain and fellow Customer Success leaders

​​​Contact SharingWe may share your name, company, and email with sponsors unless you opt out.Space is limited. Register now!