Everyone says AI will replace customer success teams. I talked to a founder last night who did the opposite, and it’s not the first time I’ve heard a story like this. He used AI to make his CS team 10x more effective, then hired more of them. That’s right.... he used AI and also hired more people. Here's what the AI does: - Summarizes every customer interaction across email, chat, and calls before a QBR - Flags accounts showing early churn signals - Drafts personalized expansion proposals based on the customer's usage patterns Here's what his CS team does with the extra time: - Actually talks to customers (revolutionary, I know) - Builds relationships with POCs - Runs industry-specific workshops that turn customers into evangelists His NPS score is way up (forget how much exactly) and his NRR went from 108% to 135%. He didn't replace humans with AI, he removed the busywork that was preventing humans from doing human things. Now his actual non angentic employees are focusing on the most important things, only they can do.