Did we just launch the first real AI QA assistant that serves data, actions, patterns of your entire support team on demand? Yes, we did! That data was always there but it was locked down requiring days or weeks of processing, cleaning, formatting while it should be readily available and within immediate reach to any CX leader. There is still a lot more to build on top of this but the direction is that CX and QA leaders shouldn't have to wait for days or weeks to get critical insights about their team's performance and customers' experience. Real problems happen in real time and need to be dealt with the same level of urgency. That's why we're building Intryc (YC S24) , to give the superpower to every CX leader to take action when it matters the most - right when the issue is happening! Hit me up if you're curious to take our AI QA Assistant for a spin! We'd love your feedback as you try it! 🔥

Customer success is undergoing a significant transformation due to AI, and many are underestimating and underreacting to the extent of this disruption. Are you doing enough?

This question opened a gathering of women customer success leaders in New York yesterday, and the experience exceeded my expectations.

Here are a few key takeaways:

Women remain underrepresented in tech C-suite roles, particularly in SaaS, to the point where this metric is no longer even tracked.

C-suite leaders generally are masters of their own business area, but the differentiator of those who get to and succeed at that level is how well they are able to communicate the impact of their work to high-level stakeholders. TLDR; figure out how to map your work to the impact on the bottom line.

While AI can fundamentally alter how we approach the work, it can’t replace human interactions or touch (yet). How can we continue to identify those specific “human” aspects of the work while embracing AI to lighten the load?

I've been reflecting on how to help my team leverage AI in their work, but I also need to better understand how can I use AI to aggregate insights, uncover trends, and identify opportunities to work smarter to ultimately help my team.

The event was designed to foster a safe environment for open connections with partocipants who came to the table ready to share and learn. There was no ego in the room — even though I was sitting next to brilliant, accomplished, senior leaders. This atmosphere encouraged participants to share both challenges and successes, with others jumping in to share insights or suggestions- all among women meeting for the first time. It was incredible and inspiring to have a seat at the table.

I was fortunate to have my fellow Pluralsight leader, Jennifer Driggins , join me for the day. Together, we networked and built connections, synthesizing information that relates specifically to our work and the teams we lead.

I can’t wait for the next event! Thank you to Women of Customer Success for the invite to such a fabulous day.

As an AI enabled Head of of Customer Success I use the following stack to build small micro SaaS solutions for specific departments situations along with AI tools for the bread and butter of reporting, deal and client management.

Chatgpt - Plus (monthly) + API + Codex
Claude - Pro (annual) +API + Claude Code
VS Code
WSL
n8n (on occasions)
Zapier (simple)
Docker (Advanced)

#headofcustomersuccess
#ai
#customersuccess
#successbycs

How support quietly became engineering

I used to think “technical support” was a temporary stop. Something you do while you are figuring out what you really want. Then I blinked and realized I had spent years inside the most honest part of a product: the part where it breaks, where people panic, where they misunderstand something that felt obvious to the builder, and where the business either earns trust or quietly loses it.

That is when it clicked for me. Support was never small. It was just mislabeled.

And somewhere along the way, a new kind of role started forming. Not quite support. Not quite engineering. Not quite product. But somehow it touches all of them.

Customer Experience Engineer.

It sounds fancy until you realize it is basically: “the person who can translate chaos into clarity, and then fix the system so it stops generating chaos.”

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