Description
Your book of business keeps growing. Your hours do not. AI-Native Customer Success Manager gives that squeeze a name: Portfolio Physics, the simple fact that human attention is fixed while the book of business grows and argues that the answer is not a harder-working CSM but a differently organised one.
The shift is from doing the work to orchestrating it. Dipraj Nandi sets out how to build an AI operating system that reads every account, flags risk long before a human would feel it and drafts the work, while the human keeps the judgment, the relationship and the final gate. Delegate the work. Keep the judgment.
What you’ll learn
- How to see churn coming 118 days out, while the account still looks perfectly healthy on standard dashboards.
- How to rebuild quarterly business reviews in minutes rather than days.
- How to reconstruct multi-threaded executive buying groups before a single point of failure breaks.
- How to design a digital workforce of agents, and decide what those agents may and may not do on their own.
- How to move from per-seat pricing to metered consumption, and prove value per token to cost-conscious CFOs.
At the centre of the book is a five-layer AI operating system. Signal carries live truth and is owned by telemetry. Intelligence finds meaning and is owned by models. Orchestration takes action and is owned by agents. Judgment holds the gate and Relationship carries trust; and both of those remain yours. The recurring principle throughout: trust, but verify. The machine reaches; the human gates.
Written for Customer Success Managers, CS leaders and enterprise operators facing the shift to AI-native ways of working and literally anyone who runs out of hours before they run out of accounts.
With a foreword by Abhisar Verma, Head of Cyber Threat Analytics and Research at Visa Inc. USA, and an endorsement from Carol S. Scott, Customer Success Leader at Microsoft Corporation.
Reviews
There are no reviews yet.