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Report: The State of AI in Customer Success
We asked 150 Customer Success professionals about how they’re using AI in their work. Read our report to find out key challenges and insights like:
- 50% of CS professionals consider AI features "very important," yet 10% still don’t use AI.
- 25% of CSMs find AI chatbots ineffective.
- 40% of CS professionals seek better accuracy in AI-driven analytics
- 80% of CSMs expect AI to significantly reduced manual workloads.
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Artificial Intelligence (AI) is revolutionizing Customer Success (CS), transforming how businesses engage with customers and optimize retention strategies. Our latest industry report, The State of AI in Customer Success (2025), reveals that while AI adoption is on the rise, challenges remain in fully realizing its potential. Here are the key insights:
AI adoption in Customer Success is accelerating but not yet universal
While 50% of CS professionals consider AI features "very important" when selecting a platform, 10% still do not use AI at all, indicating that full adoption remains a work in progress.
Challenges with accuracy, integration, and transparency
40% of CS professionals cite better prediction accuracy as a key requirement for AI adoption, while 30% highlight integration challenges with existing systems. Additionally, 72% report that AI often lacks transparency in explaining its insights.
Human expertise remains crucial
The most frequently used AI applications include predictive analytics (65%), automated reporting (55%), and AI-assisted communications (40%). However, 90% of CS professionals believe AI is most valuable when combined with human insights.
Final Thoughts
The adoption of AI in Customer Success is no longer optional—it’s a competitive advantage. While challenges remain, AI’s ability to improve efficiency, enhance customer relationships, and drive better business outcomes makes it a must-have for forward-thinking CS teams. By combining AI-driven insights with human expertise, businesses can create a more effective, scalable, and personalized Customer Success strategy.
To explore the full findings, download The State of AI in Customer Success (2025) today.
Access all of these insights and more in our report.
