[Un]Churned – The No. 1 Podcast for Customer Retention How We Turn Churn Into Comebacks (The Revenue Hiding Inside Your Churn) ft. Eleanora White (Supermetrics)
Feb 27, 2026
Eleanora White, Global Head of Customer Success & Solutions Architects at Supermetrics, outlines a three-phase agentic AI roadmap for CS. Short, punchy takes on internal AI wins, customer-facing automation, and training CSMs to be curious AI-powered generalists. Also covers the “stay-alive” retention strategy and timing tactics to protect renewals and LTV.
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Episode notes
Agentic AI Turns CSMs Into AI Powered Generalists
- Agentic AI will shift specialist expertise into modular agents while CSMs become AI-powered generalists.
- Eleanora explains specialists remain for top accounts, but agents deliver specialist insights for scaled and entry segments.
Roll Out AI In Three Phases
- Phase your AI rollout: start with internal agents, then customer-facing agents, then autonomous/pressure-testing agents.
- Supermetrics' three-phase plan reduces risk by testing internally before exposing customers to agents.
Use A Think Tank To Surface High Impact Agent Ideas
- Create an internal think tank so any team member can propose agent ideas and surface niche friction points.
- Eleanora uses kickoffs and a think-tank to capture practical agent use cases from CSMs.