How Kalpana, our Enterprise CSM, Scaled Her Book of Business by 40% With AI

Kalpana Krishna Kumar, an Enterprise CSM at Gainsight, and Brady Bluhm, Senior Product Manager at Gainsight, join the show to share how they’re reimagining customer success with AI. From Kalpana’s 40% increase in her book of business to Brady’s unlikely journey from child actor to AI trailblazer, this episode is full of surprising stories about scaling, stress relief, and the human side of AI. Together, they reveal how AI is less about automation and more about unlocking the best version of yourself.

What you’ll learn:

1. How Kalpana scaled her accounts by 40% without burning out.

2. Why peace of mind is one of AI’s most underrated benefits.

3. The grassroots AI movement that transformed Gainsight.

4. Brady’s personal workflow hacks for integrating AI into daily work.

5. Why AI isn’t replacing CSMs—it’s making them stronger.

Check out the Key Takeaways & Transcripts: https://www.gainsight.com/presents/series/unchurned/

Where to Find Brady Bluhm

LinkedIn - https://www.linkedin.com/in/bradybluhm/

IMDb - https://www.imdb.com/name/nm0089603/

Where to Find Kalpana Krishna Kumar

LinkedIn - https://www.linkedin.com/in/kalpana-krishna-kumar/

Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

In this episode, we cover:

0:00 - Preview

1:00 - Meet Brady & Kalpana

3:35 - First steps with AI

8:24 - Grassroots AI education at Gainsight

10:50 - Scaling book of business by 40%

17:13 - Why AI gives CSMs peace of mind

19:01 - Find a meeting recording tool

24:34 - Predicting the future of CS

25:05 - Building personal AI agents & say goodbye to busy work

35:03 - Closing reflections

Referenced:

- Staircase AI - https://www.gainsight.com/staircase-ai/

- Gamma - https://gamma.app/

- NotebookLM - https://notebooklm.google/

- Claude - https://claude.ai/

- Zoom AI Companion - https://www.zoom.com/en/products/ai-assistant/