Sean Reid runs customer success for EMEA and JAPAC at Supermetrics. He went back through the churn on his install base and found that sixty-two percent of it was avoidable, with signals present weeks before anyone acted. The health score that was supposed to catch it spoke a language only the CS team understood, so he removed it and built a renewal probability in its place.

This episode covers the sequence he followed, which is the part most teams skip. He answered two process questions before he opened a single vendor conversation: how do you get CSMs thinking about risk from day zero instead of day minus ninety, and how do you show every other department that the work they do moves the renewal. Then he built the score with Claude as the working partner and weighted it forty percent system, sixty percent human, which is close to the inverse of how most vendor health scores are built.

We also get into his definition of the agentic CSM, which is a CSM managing agents that handle transactional work rather than a CSM who uses AI to write emails.

Chapters:
00:00 Sixty-two percent of the churn was avoidable
0X:XX Why health scores stopped moving anyone outside CS
0X:XX The two questions Sean answered before building
0X:XX Renaming the score to renewal probability
0X:XX The 40/60 split and why the human side is larger
0X:XX What changed across legal, product, and leadership
0X:XX Defining the agentic CSM

The AI Customer Success Brief is produced by Infinite Renewals. We help PE-backed SaaS companies build AI into post-sales operations, starting with the process work that has to happen before anything gets deployed.

Find out where your CS team actually stands. Ten questions, two minutes, and you get a readiness tier and an action plan: https://info.infiniterenewals.com/cs-ai-assessment

Work with us: https://www.infiniterenewals.com
Come on the show: https://calendly.com/infiniterenewals/ai-cs-brief-recording
Jeff Kushmerek on LinkedIn: https://www.linkedin.com/in/jeffkushmerek/
Sean Reid on LinkedIn: https://www.linkedin.com/in/sean-reid/

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