AI has moved beyond experimentation — it’s now transforming how Customer Success organizations deliver measurable business outcomes. Yet many teams remain stuck in the pilot trap, struggling to move from proof of concept to performance at scale.

​Join Matt Eldridge and Greg Fiore, Partners at Bain & Company, in conversation with Omid Razavi, Founder of SuccessLab, for an interactive live session on how Customer Success leaders are building an AI-first function that increases coverage, improves customer experience, and improves net revenue retention.

​Matt and Greg help technology and software companies strengthen their customer success and commercial operations through practical, data-driven strategies. Their work helps CS leaders set bold AI ambitions, redesign end-to-end customer journeys, and embed the change through communication, capability building, and new ways of working, so that pilots turn into enterprise-wide performance.

​In this live session, you’ll learn how to:

​Move beyond AI pilots to deliver enterprise-wide impact

​Rebalance CSM time and coverage by leveraging AI to allow CSMs to focus on strategic, high-value engagement

​Zero-base and redesign your most critical Customer Success journeys with AI-first workflows

​Drive adoption across people, data, and culture

​What you’ll gain:

​A practical, four-step roadmap for scaling AI in Customer Success

​Frameworks to improve retention, expansion, and efficiency by shifting CSM capacity toward higher-value customer outcomes

​Insights from Bain research and real-world transformations across leading B2B SaaS players

​Live Q&A with Bain and fellow Customer Success leaders