I lead enterprise customer success teams, and I build the AI tooling they use.

Those are usually two different people. Most AI work in customer success gets designed by someone who has never had to defend a renewal, and most CS leaders wait for a vendor to solve it for them.

I run a regional book of around $37M in ARR across the US, LATAM, and Canada. Before that I built an enterprise CS function from zero: no playbooks, no tooling, no team. I write here about what actually works when you put these two things together, and what breaks.