Navigating the Intersection of Customer Success and AI with Mike Redbord In this episode of The Next Next, host Jason Jacobs interviews Mike Redbord, a veteran in customer success and former VP at HubSpot. Mike shares his journey from being an inbound marketing consultant to holding various leadership roles in customer success. The conversation delves into how AI is transforming the customer success function and the broader SaaS landscape. They discuss the challenges and opportunities for CS teams in adopting AI tools and how these technologies can improve efficiency. Mike also highlights his work with Agent AI, a platform aimed at democratizing access to AI tools for professionals. The discussion provides valuable insights for leaders and practitioners in the CS space on how to navigate the evolving technological landscape and leverage AI for growth and efficiency. 

00:00 Introduction to Today's Guest: Mike Redbord 

01:19 Exploring the Customer Success Function 

04:16 The Evolution of Customer Success Roles 

06:37 Operational Dynamics in Customer Success 

11:31 Challenges and Best Practices in Customer Success 

21:45 The Future of SaaS and AI's Impact 

26:04 Navigating AI Disruptions in Customer Success 

27:22 The Push for AI Adoption in CS Teams 

30:36 Leveraging AI for Operational Efficiency 

33:09 The Role of Rev Ops in AI Integration 

36:52 Personal Insights and Future Directions 

39:49 Introduction to Agent AI 

44:47 The Future of AI and Professional Growth 

47:53 Closing Thoughts and Reflections