Status : Verified
| Personal Name | Tecson, Christian Bryan B. |
|---|---|
| Resource Title | Redefining the role of Customer Success Managers in business-to-business (B2B) Software-as-a-Service (SaaS) firms through artificial intelligence |
| Date Issued | 25 May 2025 |
| Abstract | Customer Success organization is an integral part of any Software-as-a-Service (SaaS) company, ensuring that their customers achieve their desired and promised outcomes while using their product or service. Customer Success Managers (CSMs) heavily bank on personal communications and relationship building throughout the customer lifecycle phases – onboarding, adoption, and optimization – in order to ensure account renewal and growth. According to Gartner, 70% of customer interaction will be handled by AI in 2025. Moreover, Juniper Research estimates that by 2025, businesses will save $8 billion a year by implementing chatbots and customer service systems driven by AI. Thus, it is to be anticipated that it is only a matter of time that artificial intelligence will soon penetrate the Customer Success organization of SaaS firms. This project will explore how these AI trends, both challenges and opportunities, will impact a delicate, critical and revenue-generating organization such as Customer Success, and will assess how key AI technologies (e.g. generative AI, Copilot, Autopilot) will play out for Customer Success Managers and their outcomes towards Customer Success Managers’ goals and objectives. Ultimately, this project will devise a framework that will serve as a manifesto for firms in implementing and adopting AI-driven strategies and technologies in their Customer Success organization for CSMs. This project’s methodology will undergo three (3) key phases – Data Gathering & Analysis, Synthesis, and Strategy Formulation – to understand the external and internal environments of SaaS companies and Customer Success organizations leading up to the development of the intended manifesto. Consequently, this project will reveal key findings on AI’s impact on Customer Success organizations and will provide a manifesto composing of frameworks, guidelines, and recommendations as to how firms can effectively and efficiently implement and adopt AI in |
| Degree Course | Master of Technology Management |
| Language | English |
| Keyword | Customer Success; Customer Success Managers; Software as a Service; Artificial intelligence |
| Material Type | Thesis/Dissertation |
Preliminary Pages
189.04 Kb
Category : P - Author wishes to publish the work personally.
Access Permission : Limited Access