How to Use AI as Your Customer Success Co-Pilot in 2025

AI is no longer a “future tech.” It’s already embedded in the daily workflows of leading Customer Success teams, and if you’re not using it yet—you’re falling behind. In this episode of The Customer Success Pro Podcast, Anika Zubair dives into what it actually means to use AI as a CS professional in 2025, and how to make it your most powerful co-pilot. Whether you’re drowning in admin work, stuck in reactive tasks, or curious about how AI can boost your performance, this episode is packed with practical insights.

Why Most CS Pros Are Using AI All Wrong

The biggest misconception in 2025? Thinking AI is only for writing emails.

Anika breaks down the top three mistakes she sees CSMs make with AI:

1. Waiting for your company to greenlight AI tools. 

   Don’t wait. There are compliant ways to use AI outside of customer data—and that’s where you should start.

2. Using AI only for basic tasks like email writing. 

   That’s just scratching the surface. AI can help you summarize calls, build account plans, and even win back churned customers if used strategically.

3. Prompting without context. 

   Generic prompts won’t cut it. Anika urges CS pros to treat AI like a new hire. You must train it with tone, goals, and relevant customer insight to get quality output.

If you’ve ever wondered why AI “doesn’t work” for you, chances are you’re underusing or misusing it.

What an AI-Powered CS Day Actually Looks Like

Imagine saving 10 hours a week—what would you do with that time?

Anika outlines what a real day in the life of an AI-powered CSM should look like:

• Discovery Calls: Use AI to analyze call history and generate 10 tailored discovery questions specific to the customer’s goals.

• QBR Preparation: Feed your transcripts, CRM data, and usage metrics into ChatGPT to create a ready-to-go QBR agenda and slides in minutes.

• Renewal Forecasting: Build a risk dashboard that scores accounts based on sentiment, engagement, and product usage—no more forecasting on hope alone.

• Call Recaps & Follow-ups: AI can draft your follow-up email in 30 seconds, saving you at least 15–60 minutes per call.

All this means less busywork and more time to focus on what truly matters—driving revenue, delivering value, and building lasting relationships.

How to Train AI to Think Like a CSM

The key to unlocking AI’s potential in Customer Success lies in training it.

AI isn’t meant to replace you—it’s meant to be your high-performing co-pilot. But just like any new team member, it needs onboarding. Anika introduces the concept of treating AI like a junior CSM you’ve just hired:

• Feed it your tone and voice

• Provide context about your role, your company, and your customers

• Give it repeatable workflows to improve its accuracy over time

Anika’s brand-new guide, Train AI to Be Your Revenue Generating CS Co-Pilot, walks you step by step through exactly how to do this. From crafting powerful prompts to building workflows that scale, the guide is your shortcut to becoming an AI-empowered CSM.

Use code PODCAST50 to get 50% off exclusively as a podcast listener:

👉 Get the AI Guidebook

Key Takeaways

• AI is for CSMs—now. It’s not just for tech teams or analysts. It’s already embedded in QBRs, renewals, and inboxes.

• Stop waiting for permission. Find compliant ways to start using AI now and become an internal advocate.

• Train AI like a teammate. The more context and structure you give it, the more useful it becomes.

• Use AI for high-leverage tasks. Discovery, QBR prep, forecasting, and follow-ups are all areas ripe for automation.

• Your job is not being replaced—it’s being elevated. AI gives you time back to be the strategic advisor your customers need.

Listen Now & Build AI-Powered CS Habits

This episode with Anika Zubair is a must-listen for any CSM or CS leader looking to stop drowning in admin work and start delivering strategic impact using AI.

🎧 Listen on your favorite platform:

🔹 YouTube

🔹 Spotify

🔹 Apple Podcasts

Want to take your CS career to the next level? 

✅ CSM RevUP Academy – My coaching program for ambitious CS professionals.

✅ AI Guidebook for CS – Learn how to use AI for smarter Customer Success strategies.