The Official SaaStr Podcast: SaaS | Founders | Investors SaaStr 849: How We Built Our AI VP of Customer Success with SaaStr's CEO and CAIO
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Apr 8, 2026 They walk through building an agentic AI VP of Customer Success from a sponsor portal into an automated customer management system. They explain the tech choices, security patterns like agent hopping and SSO, and how specs and testing guided development. They highlight massive time savings, automated personalized weekly emails, phased rollout lessons, and maintenance needs for production AI agents.
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In House Agents Let You Iterate Faster Than Off The Shelf
- Building agentic, in-house apps lets teams iterate features customers actually want instead of being limited by off-the-shelf roadmaps.
- Jason and Amelia converted a simple sponsor portal into QB by iterating in production and adding agentic automation over months.
QB Began As A Simple Sponsor Portal
- Amelia started QB as a replacement sponsor portal with basic task checklists and SSO, not as a full AI VP.
- After deploying in January and watching real users, she expanded it into a proactive agentic customer-success tool.
Daily Agentic QBRs Beat Quarterly Reviews
- QB functions as a daily QBR: continuous, real-time checks and nudges replace infrequent quarterly reviews.
- That persistent follow-up drives completion of 13 core tasks and subtasks across sponsors.