Episode 1: The Future of AI-Driven Customer Success & Go-To-Market Strategy

About this Episode

In the first Installation of Beyond the Close, our host, Jose Fernandez Castaño (Co-founder @ Velaris), sits down with Michael T. (GTM & Ops leader) and Tim Budden (Head of AI @ Velaris), two experts who live and breathe AI, SaaS and all things Customer Success. 

They break down how AI isn't just a cool gadget, but a real-world tool that's already changing how sales and Customer Success teams operate. They talk about how AI can help you with the small stuff, like sending emails and keeping track of details. So you can focus on the big stuff, like building trust and solving problems for your customers. 

TL;DR

• AI is coming for your to-do list, not your job.
• The speakers explain that AI can handle up to 70-80% of the routine, repetitive tasks that sales and Customer Success people deal with every day.
• This shift means that the human side of your job (a.k.a empathy, strategy and problem-solving) is more important than ever.
• The key takeaway is simple: if you're not learning to work with AI, you're at a disadvantage. Because it's not about being replaced by a machine, but about being outpaced by a colleague who knows how to use one.

Key Takeaways from This Talk 💡

1️⃣ AI is a Productivity Partner, Not a Replacement

AI isn't here to take jobs; it's here to help. By automating tedious administrative tasks like data entry and email follow-ups, AI frees up sales and Customer Success professionals. This allows them to focus on what matters most: building relationships and solving complex problems.

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2️⃣ Customer Success is Ripe for Automation

A significant portion of a Customer Success professional's day, about 70-80%, is spent on routine tasks like onboarding and data management. AI can take over these jobs, giving CS teams the opportunity to shift from simply reacting to issues to being proactive, engaging in more meaningful and strategic conversations with clients. 

3️⃣ Garbage In, Garbage Out

The effectiveness of any AI tool is directly tied to the quality of the data it's fed. Before a company can get the most out of AI, it must first ensure that its data is clean and organized. A solid data infrastructure is the essential foundation for gaining accurate and valuable insights from AI.

4️⃣ The Rise of Ambient AI

The future of AI assistance is "ambient." This technology works silently in the background, providing real-time insights and suggestions without interrupting your workflow. It's a subtle but powerful way to boost productivity and reduce the mental effort needed to manage daily tasks.

5️⃣ Embrace AI to Get Ahead

The final message is clear and direct: professionals who learn to leverage AI will have a significant advantage. Because the actual risk isn't being replaced by a machine but rather being outpaced by a colleague who has adopted these new tools to work more effectively. Embracing AI is about staying relevant and getting a competitive edge in your career.

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