Are you tuned into [Un]Churned, the number-one podcast for all things customer retention and success? If not, what are you waiting for—run, don’t walk to [Un]Churned by Gainsight.
In last week’s episode, [Un]Churned host Josh Schachter, SVP and GM of Atlas at Gainsight, unpacks what really happens when AI becomes your teammate—complete with some jaw-dropping success stories by Kalpana Krishna Kumar, an Enterprise Customer Success Manager (CSM) at Gainsight, and Brady Bluhm, Senior Product Manager at Gainsight. The episode is a special treat for anyone navigating the fast-changing world of customer success (CS) and artificial intelligence (AI).
Together, Kumar and Bluhm share how AI is transforming the way they work—empowering them to scale their impact, reduce stress, and uncover creative new ways to deliver value to customers. Kumar dives into how AI helped her grow her book of business by 40% without compromising on quality or burning out, while Bluhm explains how he’s using AI to rethink workflows and even cultivate a grassroots AI movement within Gainsight. That’s pretty mind-blowing!
This episode is all about shifting perspectives: AI isn’t just about automation; it’s about unlocking the best version of yourself. Whether you’re a seasoned CSM or a CS newbie, you’ll find actionable tips to help you integrate AI into your daily work and amplify your impact.
The Secret to Kumar’s 40% Book of Business Growth
For many CSMs, managing a growing portfolio of accounts often feels like an impossible balancing act. That’s where Kalpana Krishna Kumar’s story is so inspiring. Thanks to AI tools like Gainsight’s Staircase AI, ChatGPT, and Gamma, she was able to scale her book of business by an impressive 40%—without sacrificing the personal touch her customers expect.
Kumar’s secret? A combination of thoughtful automation and a commitment to blending human creativity with AI efficiency. She explained that one of her most time-consuming tasks used to be preparing for quarterly and annual business reviews (QBRs and ABRs). These sessions require compiling insights, presenting customer outcomes, and mapping future strategies—work that can take days to get just right.
Now, Kumar starts her process in Staircase AI, which consolidates customer interactions and surfaces key insights. She uses it to extract performance data and highlight wins, which she then refines using ChatGPT. By feeding in customer-specific context, Kumar gets tailored recommendations and polished narratives. From there, she plugs this content into Gamma, which helps her craft visually compelling slide decks.
What’s remarkable is how this streamlined workflow doesn’t just save time—it unlocks capacity for deeper, more strategic conversations. Kumar shared that this blend of tools gets her about 70–80% of the way to a final product, leaving her free to focus on the creative and human aspects of her work. The result? Better outcomes for customers, more bandwidth for high-value activities, and the ability to confidently handle a larger portfolio. That’s a HUGE win for any CSM. Kudos, Kumar!
Gaining Peace of Mind Through AI
If there’s one theme that stood out in this episode, it’s how AI can bring peace of mind to customer success professionals. Both Kumar and Bluhm talked about how AI has shifted their approach to work, reducing stress and helping them focus on what matters most.
For Kumar, the impact is life-changing. She no longer spends sleepless nights worrying about whether she’s fully prepared for customer meetings. With tools like Staircase AI doing the heavy lifting, she knows that everything she needs—data, insights, and presentation materials—is ready to go. This allows her to be fully present during customer calls, picking up on nuances and building stronger relationships.
Bluhm highlighted a different kind of peace of mind: the freedom to focus on in-the-moment creativity. He relies on AI tools like call recording and transcription services to handle note-taking and organize follow-ups, so he doesn’t have to split his attention during meetings. This not only improves the quality of his interactions, but also gives him the mental space to think strategically and engage deeply with customers.
At its core, this peace of mind translates into better results for everyone involved. Customers get more thoughtful, tailored service, and CS teams can tackle their work with confidence and clarity.
A Grassroots AI Movement Takes Off at Gainsight
AI adoption doesn’t always come from the top down. Sometimes, it starts with a few passionate individuals willing to experiment and share what they’ve learned. That’s exactly what happened at Gainsight, where Brady Bluhm and Seth Wylie spearheaded a grassroots AI movement that’s reshaping the company’s approach to technology.
It all began when Bluhm and Seth got their hands on early versions of tools like ChatGPT. They saw the potential to transform workflows and started experimenting with different use cases. Instead of keeping their discoveries to themselves, they launched an internal AI fluency course, teaching teammates how to use AI effectively.
The sessions were hands-on and collaborative, focusing on real-world applications like drafting customer emails, analyzing tone of voice, and summarizing meeting notes. Bluhm and Wylie even built a Builders Club for Gainsight employees who wanted to take their AI skills to the next level.
This grassroots approach didn’t just create buzz; it drove real change. By empowering employees to experiment and build their own workflows, Bluhm and Seth helped create an AI-native culture at Gainsight. Today, the tools and practices they introduced are embedded across the organization, enabling teams to work smarter and deliver greater value to customers.
Bluhm’s Workflow Hacks and AI as a Thought Partner
As a Senior Product Manager at Gainsight, Brady Bluhm juggles a variety of tasks, from customer calls to technical documentation. To stay ahead, he relies on a carefully curated toolkit of AI-powered workflows.
One of Bluhm’s favorite hacks is using call recording and transcription tools to capture unstructured data from meetings. Instead of scrambling to take notes, he focuses on engaging with customers, knowing that everything is being documented. After the call, Bluhm uses tools like Staircase AI and Claude (an advanced language model) to extract key insights, summarize requirements, and even draft follow-up materials.
Bluhm sees AI not just as a tool, but as a thought partner—one that amplifies his creativity and efficiency. For example, he uses AI to brainstorm solutions, refine his ideas, and even automate repetitive tasks like preparing meeting agendas. By offloading these low-level activities, he frees up time to focus on higher-value work, like collaborating with teammates and solving complex problems.
Why AI Isn’t Replacing CSMs
A question on many people’s minds: Will AI replace Customer Success Managers? The answer, as Kumar and Bluhm made clear, is a resounding no. Instead, AI is helping CSMs become stronger, more strategic, and more impactful.
Kumar emphasized that while AI can handle administrative tasks like summarizing meeting notes or generating reports, it can’t replace the human connection that’s at the heart of customer success. In fact, by automating these time-consuming activities, AI gives CSMs more time to focus on what really matters: building relationships, understanding customer needs, and driving outcomes.
Bluhm compared AI to having a team of virtual assistants. These tools don’t replace his role; they enhance it by taking care of the busy work, allowing him to tackle challenges creatively and strategically. The result? Happier customers and more fulfilling work.
The key takeaway is that AI isn’t here to compete with CSMs—it’s here to complement them. By embracing AI as a partner, not a replacement, CS teams can scale their impact while staying true to their mission of delivering exceptional customer experiences
Unlocking the Best Version of Yourself with AI
This episode of [Un]Churned made one thing clear: AI is less about replacing human effort and more about unlocking your full potential. Whether it’s Kumar using AI to scale her accounts, Bluhm leveraging AI for creative problem-solving, or the grassroots movement transforming Gainsight’s culture, the message is the same: AI is a partner, not a competitor.
If you’re ready to take the leap, start small. Experiment with tools like ChatGPT or Staircase AI. Look for ways to automate low-value tasks and focus on what truly matters. Most importantly, adopt a mindset of continuous learning. The more you engage with AI, the more you’ll discover its potential to help you scale your impact, reduce stress, and become the best version of yourself.
Watch the Full Episode: What Really Happens When AI Becomes Your Teammate ft. Brady Bluhm & Kalpana Krishna Kumar
