Resources

Modern CS is a mindset before it's a toolset. This section curates the frameworks, case studies, and tangible examples that define the shift—from reactive firefighting to proactive strategy. Explore how leading teams are structuring their functions, see what Modern CS looks like in practice, and discover the operational and strategic foundations that make the difference.

THE RESOURCES

The New Science of Customer Relationships: Delivering the One-to-One Promise With AI — Author: Jim Sterne (2025)

A practical strategy guide for building profitable customer relationships using the latest AI science and tech.

The New Science of Customer Relationships

How AI Is Changing the CSM Role: From Knowledge to Context — Gainsight Blog Post (2026) Author: Riana Upton, Content Strategist

Diving into what Context-Driven Customer Success actually looks like.

https://www.gainsight.com/blog/how-ai-is-changing-the-csm-role-from-knowledge-to-context/

CSM Account Management Dashboard — Surge CS

Video demo of the Modern CSM Strategic Account Dashboard—Built on Retool with Google Sheets data integration, AI-assisted code customization, and predictive account analytics powered by Claude API integrations. (work in progress).