Role-Based Programme
RB1250

AI for Customer Success Management

Customer Intelligence, Retention & Value Realisation

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop practical AI capabilities for customer onboarding, adoption, engagement, retention, renewal, and account growth.
  • Apply AI to analyse customer health, product usage, feedback, support history, relationship signals, and potential churn risks.
  • Use AI to strengthen success planning, customer communication, business reviews, renewal preparation, and value-realisation discussions.
  • Improve Customer Success productivity through structured account analysis, meeting preparation, CRM documentation, risk identification, and action planning.
  • Apply responsible AI practices related to customer privacy, confidentiality, sentiment interpretation, commercial sensitivity, and human judgement.

Tools covered

Generative AI AssistantsAI Search & ResearchCustomer Health AnalysisCustomer Feedback AnalysisAccount IntelligenceJourney AnalysisChurn Risk AnalysisAdoption AnalyticsMeeting IntelligenceCRM Workflow ConceptsCustomer Communication SupportExecutive Summarisation

Who should attend

  • Customer Success Managers
  • Senior Customer Success Managers
  • Customer Success Executives
  • Customer Success Directors
  • Client Success Managers
  • Customer Relationship Managers
  • Customer Experience Managers
  • Account Managers
  • Key Account Managers
  • Customer Retention Professionals
  • Renewal Managers
  • Customer Onboarding Managers
  • Customer Adoption Professionals
  • Customer Success Operations Professionals
  • Customer Success Team Leaders

Prerequisites & Participant Readiness

  • Experience in customer success, customer service, account management, relationship management, or customer experience
  • Familiarity with onboarding, customer engagement, renewals, CRM systems, and customer-health concepts
  • Basic familiarity with Generative AI tools is recommended
  • Ability to interpret customer, account, and service information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, multimodal AI, and AI assistants
  • Exploring AI applications across onboarding, adoption, customer health, retention, and renewals
  • Understanding how AI differs from CRM, customer-success platforms, analytics, and automation
  • Recognising hallucinations, unsupported assumptions, and limitations in customer interpretation
Practical activities
  • Mapping the Customer Success lifecycle to practical AI applications
  • Identifying high-value versus high-risk AI use cases
  • Comparing traditional and AI-assisted Customer Success workflows

Scenarios

New Customer to Adoption & Value Realisation

Customer Goals → Onboarding → Usage Analysis → Adoption Gaps → Success Milestones → Engagement Plan → Value Evidence → Business Review

Participants use AI to analyse a simulated new customer, identify adoption barriers, build a structured success plan, and prepare evidence of customer value for an executive business review.

At-Risk Customer to Retention & Renewal Plan

Customer Health → Usage Decline → Feedback & Support History → Churn Risk → Root-Cause Hypotheses → Recovery Actions → Renewal Readiness → Retention Plan

Participants use AI to analyse a simulated at-risk customer, identify evidence-based churn signals, develop targeted recovery actions, and create a structured plan for retention and renewal.

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