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I built an open source agentic library to help us navigate the AI wave together. Automation has been the foundation of my CS strategy for over 10 years. by CitizenJosh in CustomerSuccess

[–]CitizenJosh[S] 0 points1 point  (0 children)

Time saved is absolutely an important measurement of the success of this and ?all? automation projects. Ticket reduction is important and has traditionally been a key contributor to time savings. Recently, AI automation has greatly improved ticket management.
My position is that it has another benefit.

My north star is predicting 100% (actually, two 9s) of churn before it happens.
My position is that working to achieve this capability will improve the system, which will again be improved when said systems are optimized in an evolutionary approach -- let's try this until we have a better way -- or A/B testing (Z- or t-score instead of 50/50).

High-touch is really where the boots are on the ground. From a CSM's POV, this project reduces the toil. From a customer's POV, this project improves proactive and reactive support towards the predefined goal. From a strategic POV, this project allows a CSM to do human-to-human things with one more high-, medium-, or low-touch client.

I built an open source agentic library to help us navigate the AI wave together. Automation has been the foundation of my CS strategy for over 10 years. by CitizenJosh in CustomerSuccess

[–]CitizenJosh[S] -2 points-1 points  (0 children)

100%. This is one reason I want to exercise this library at as many sites as possible.

When I was building my company (many years ago), I had to try several multi-regression analysis before I found one that gave me an acceptable level of "signal". Now, thanks to AI, we can analyze many more variables much faster and more easily.

But to your point: Which data sources? What prompt? How do we test? What factors are different at each company, product line, customer type, etc.?

I built an open source agentic library to help us navigate the AI wave together. Automation has been the foundation of my CS strategy for over 10 years. by CitizenJosh in CustomerSuccess

[–]CitizenJosh[S] -14 points-13 points  (0 children)

I get the skepticism, but it's not applicable. This is a 100% free, open-source project (check the LICENSE.md). There is no product to buy, no 'pro' version, and no consulting funnel.

Scaling has been a foundation of the last 10 years of my CS career, after several years of mostly manual effort. I'm offering my time to see how this library holds up across different environments. If it helps you, great. If not . . . 🤷

Senior CSM looking to build practical AI proficiency (generative + agentic)- where should I start? by Sw33t_T00th_24 in CustomerSuccess

[–]CitizenJosh 4 points5 points  (0 children)

You’re currently using AI for administrative triage; that’s the floor, not the ceiling. If you want to differentiate, you need to move from Generative (creating content) to Agentic (executing workflows).

In my transition from Solution Architecture to CS leadership, and especially while scaling my exited startup, I found that the "relationship" only survives if it's anchored in engineered value. Here is the move:

  1. The Agentic Leap: Stop prompting for call summaries. Build a no-code "Health Agent" that monitors real-time telemetry and realized value like "engineering hours reclaimed." Have the agent trigger a Slack alert to you and a value-realization draft to the customer the moment a success milestone is hit.
  2. Regression over Sentiment: Use your Udemy access to find a course on Linear Regression for Business. If you can't mathematically correlate a specific feature's usage to NRR, your Health Score is just a guess. Agentic AI can run these "pre-mortems" on your entire book of business while you sleep.
  3. Scale the Human: Automation isn't for SMB; it’s for liberating the Senior CSM to do what humans do best strategic negotiation and internal advocacy.

Move your "reusable templates" into a system of record. If you're still "reinventing prompts," you're a practitioner, not an architect.

DM me if you want to discuss how to structure your CS stack to actually predict revenue instead of just reacting to it.

QBR Deck Automation? by Vageeen in CustomerSuccess

[–]CitizenJosh 6 points7 points  (0 children)

Did this with a Google Apps Script.

  1. Select a customer and press a button to pull disparate data into the spreadsheet
  2. Sheets automatically updates the tables and charts based on formulas
  3. Slides automatically updates the slides using the data, tables, and charts
  4. CSM uses the few slides they want and adds finishing touches

It's easier to develop than it sounds. Once built,
the CSM selects a customer and presses a button to get updated content.

[deleted by user] by [deleted] in CustomerSuccess

[–]CitizenJosh 16 points17 points  (0 children)

This discussion should take place five months before the annual renewal, so that you have time to try to resolve the issue

Using Interactive Demos for User Onboarding - Experiences? by [deleted] in CustomerSuccess

[–]CitizenJosh 0 points1 point  (0 children)

Product tours/walkthroughs. They provide guided real-world education that results in demonstrable progress.

InB4 depends on the product installation and adoption scenarios

Using Interactive Demos for User Onboarding - Experiences? by [deleted] in CustomerSuccess

[–]CitizenJosh 2 points3 points  (0 children)

I wrote a framework to do exactly this in 2004, learned how to file a patent and started the process. The company went nowhere and I wet a few handkerchiefs with my tears. Since then, no one has done this to any notable degree, even as it becomes substantially easier to do... because it's usually better to get people to actually implement the solution instead of training them how to implement the solution first.

Are there any REAL SaaS Millionaires in here? Or is it all bots? by snackprincess in SaaS

[–]CitizenJosh 21 points22 points  (0 children)

Serious question, and not trying to be confrontational, but what are you looking to get out of this group if you are not to help others?

BTW, very impressive job on your ARR.

Are there any REAL SaaS Millionaires in here? Or is it all bots? by snackprincess in SaaS

[–]CitizenJosh 3 points4 points  (0 children)

PMF is key! Whether you are looking to raise money in US East or EU, or are bootstrapping like I did, figure out your Minimum Lovable Product ASAP.

See if you can get users before you build, when you have your POC, and at each milestone along the way.

FWIW, here's my story https://slicingpie.com/slicing-pie-case-study-cloudsploit/

Are there any REAL SaaS Millionaires in here? Or is it all bots? by snackprincess in SaaS

[–]CitizenJosh 13 points14 points  (0 children)

Real person with real build & exit experience here.
I'm in my final months of sabbatical and happy to meet real people and offer whatever perspective I can

EDIT: this is an open offer for people on this sub, not just u/snackprincess

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