CS teams are stuck in a cycle of busy work, but what if the real problem isn’t the workload - it’s how they work? Alyssa Nolte and Alex Turkovic break down the one shift that can transform Customer Success: taking control of your workflow. They dive into the power of templatization, leveraging AI for efficiency, and why the best CS pros don’t wait for tools...they build their own. If you’re tired of playing defense in CS, this episode is for you.

Key Takeaways:

1. Optimize for Future You – Investing extra effort today in templates, documentation, and repeatable processes saves exponentially more time in the long run.
2. AI is Your Augmented Intelligence – AI won’t replace CS, but those who learn how to use it effectively will outperform those who don’t.
3. Own Your Workflow – The best tools won’t save you if they don’t fit how you work. Build systems that work for you, not just what your company provides.

Key Moments:

00:00 Introduction and Welcome
00:27 Introducing Alex and the Topic of Customer Success
01:36 The One Thing for Customer Success
03:41 Practical Tips for Efficiency
09:06 Using AI to Enhance Productivity
12:11 The Role of AI in Customer Success
14:27 Best Practices for Implementing AI
22:00 Tools and Hacks for Success
22:40 Connecting with Alex
23:24 Conclusion and Call to Action

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