Changing CSM profiles for the agentic era

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Is the future CSM a generalist empowered by specialist AI agents?

Live from Pulse Europe, Eleanora White, Global Head of CS & Solutions Architects at Supermetrics, joins Jenny Calvert to break down how her team is operationalizing Agentic AI inside customer success.

From internal AI agents that reduce friction…

To customer-facing automation at scale…

To autonomous agents that challenge and pressure-test insights…

Supermetrics is building a 3-phase AI roadmap that reshapes how CSMs work — without replacing the human relationship.

If you’re working on AI adoption or retention strategy — this episode is your blueprint.

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Timestamps

0:00 - Preview & Introduction

0:40 - Meet Eleanora White

1:10 - AI as a Team Member

3:39 - Supermetrics’ 3-Phase AI Strategy

5:38 - Removing Friction with Internal AI

6:49 - The Future CSM Profile

9:00 - Hitting GRR Targets in Q4

11:03 - The “Stay-Alive” Retention Strategy

13:15 - Win-Back Metrics & LTV

14:27 - What’s Next for 2026

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What You’ll Learn

* Why the best CSMs will become AI-powered generalists

* How to structure CS teams in the agentic era

* How Agentic AI can serve CSMs internally before customers

* The “stay-alive contract” retention strategy to increase long-term LTV

* How to win customers back without hurting GRR

* Why discovery is the most underrated CSM skill

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Where to Find the Guests

Eleanora's LinkedIn: https://www.linkedin.com/in/eleanora-white/

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Where to Find Jenny:

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

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Where to Find Josh:

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

Unchurned Substack: https://unchurned.substack.com/