🎙️ Episode 31: The Human Side of AI in Customer Success | Efficiency, Adoption & the Human Touch

Guest: Alon Ahronberg, Vice President of Customer Success at Atera

In this episode, Gary Marra talks with Alon Ahronberg about how he is applying artificial intelligence to help reshape Customer Success at Atera. Alon explains why his team treats AI not as a cost-cutting tool but as a way to create time for deeper client work. He outlines a six-pillar framework for applying AI across efficiency, data, adoption, and personalization, and describes the operational and security challenges of building what he calls the “CSM cockpit.”

The discussion covers practical ways to measure efficiency gains, avoid automating for its own sake, and use AI to strengthen, not replace, human judgment. They also examine health-score complexity, the balance between automation and empathy, and how to define clear goals before implementing AI projects.

Takeaways

• AI should not be implemented without a clear vision.
• Customer success teams must focus on efficiency and strategic planning.
• Improvisation is a key skill for customer success managers.
• AI can free up time for CSMs to focus on client relationships.
• Measuring customer relationships is crucial for success.

🎧 Episode Chapters – The Human Side of AI in Customer Success

00:00 Introduction

10:59 Building a Customer Success Team That Works

15:21 What Does a Clear AI Vision Look Like for CS Leaders?

18:16 How AI Is Changing the CSM Role

21:55 The Six-Pillar Framework for AI in Customer Success

30:06 The CSM Cockpit Challenge

32:22 Measuring Efficiency and Time Savings

35:06 The Health Score Debate

39:07 Balancing Short-Term Wins and Long-Term Strategy

41:01 Measuring AI’s Impact on Customer Relationships

42:33 Advice for CS Leaders Starting Their AI Journey

43:56 Does It Hold Water?

46:23 Chip Shots

51:52 Wrap-Up

📚 Book Recommendation:

Alon’s Pick: Infinite Game, by Simon Sinek

🔗 Connect with Alon:

LinkedIn : https://www.linkedin.com/in/alon-ahronberg/

website: https://www.atera.com/

🔗 Connect with Gary Marra:

· LinkedIn: https://www.linkedin.com/in/gary-marra/

· Marra CX Hub: https://marracxhub.com/

· YouTube: YCYS YouTube Page

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#CX #CustomerSuccess #ClientExperience #Leadership #AI #ArtificialIntelligence