Role-Based Programme
RB1251

AI for Customer Success Management

Advanced Customer Intelligence, Retention & Value Realisation

IMAGE REQUIRED
Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced capability to apply AI across onboarding, adoption, customer engagement, success planning, retention, renewals, and account growth.
  • Use AI-assisted analysis to understand customer health, product adoption, engagement patterns, business outcomes, churn risks, and expansion opportunities.
  • Apply AI to customer success plans, stakeholder mapping, business reviews, communication, issue management, renewal preparation, and value realisation.
  • Use AI-assisted analytics to improve adoption, retention, customer satisfaction, renewal rates, expansion, and lifetime value.
  • Build responsible AI-enabled Customer Success workflows with strong privacy, governance, CRM discipline, validation, and human oversight.

Tools covered

Generative AI AssistantsAI Search & ResearchCustomer Health AnalysisVoice-of-Customer IntelligenceCustomer Journey AnalysisAdoption AnalyticsRetention & Churn AnalysisSuccess PlanningRenewal IntelligenceExpansion Opportunity AnalysisCRM IntelligenceCustomer Communication SupportWorkflow AutomationAI AgentsDecision-Support Tools

Who should attend

  • Customer Success Managers
  • Senior Customer Success Managers
  • Customer Success Leaders
  • Enterprise Customer Success Managers
  • Strategic Customer Success Managers
  • Customer Success Operations Professionals
  • Customer Experience Managers
  • Client Success Managers
  • Account Managers
  • Renewal Managers
  • Customer Retention Professionals
  • Onboarding & Adoption Managers
  • Customer Engagement Professionals
  • Customer Success Analysts
  • Leaders Responsible for Customer Retention & Growth

Prerequisites & Participant Readiness

  • Experience in customer success, account management, customer service, customer experience, or client relationship management
  • Familiarity with onboarding, adoption, customer health, renewals, customer reviews, and CRM systems
  • Basic awareness of Generative AI and common business applications
  • Comfort working with customer, engagement, usage, and account information
  • No programming knowledge required

TOC Modules

Concepts
  • Understanding Generative AI, reasoning models, analytics, automation, and AI agents
  • Exploring AI applications across onboarding, adoption, retention, renewals, and customer growth
  • Distinguishing AI-assisted Customer Success from traditional CRM and workflow automation
  • Understanding hallucinations, customer-data sensitivity, bias, and human accountability
Practical activities
  • Mapping AI opportunities across the Customer Success lifecycle
  • Identifying activities suitable for augmentation, automation, or continued human ownership
  • Creating an AI opportunity map for Customer Success teams

Scenarios

Low Adoption Customer to Value Realisation Plan

Customer Goals → Usage Analysis → Adoption Gaps → Stakeholder Mapping → Success Plan → Enablement Actions → Value Metrics → Business Review

Participants use AI to diagnose low product adoption, identify behavioural and relationship gaps, create an outcome-based success plan, and build a measurable value-realisation roadmap.

At-Risk Strategic Account to Retention & Expansion Strategy

Health Score → Risk Signals → Customer Feedback → Root Causes → Recovery Plan → Value Evidence → Renewal Readiness → Expansion Opportunities

Participants use AI to assess an at-risk strategic customer, identify churn drivers, build a recovery and renewal strategy, demonstrate customer value, and identify appropriate expansion opportunities.

Related programmes

Continue with programmes from the same capability area.

Take the next step

Ready to make this programme work for your team?

Customise modules, duration and business scenarios for your team.

Instructor-ledVirtualHybrid

Designed around your roles, tools and real workflows.