As a long-time CS professional, I see this as a pivotal moment in our industry. I'm excited to see how it evolves. That's why I created Surge CS. It's a place to stay updated on modern CS practices and join the conversation shaping what comes next.

The Pivot.

AI automates the operational load that historically limited CSM bandwidth, freeing them to focus on strategic growth and long-term revenue impact. For customers, this means CSMs spend more time on strategic account management: driving outcomes, anticipating needs, and accelerating TTV. With the right leadership and operating model, AI can transform CS into a function that's both more efficient for the business and more outcome-focused for the client.

Where are you in adopting modern CS?

Two primary shifts are underway for CS teams: (1) Incorporating AI as the tactical layer of your CS function, and (2) ensuring your team has the training and skills to serve as strategic advisors to clients.

Contact us if you’d like to participate in the discussion:

susan@surge-cs.com