Customer Success

How Customer Success teams use AI to improve engagement, generate insights, and deliver stronger outcomes.

All workflows

9 workflows

Truong Nguyen

CSM Workbench

CSM Workbench, a weekly prioritization workflow for Customer Success. In this first episode, he shows how the system surfaces the top 10 accounts to focus on, then packages that weekly output into five tailored priorities delivered through email and a Google Doc.

Truong Nguyen

CSM Meeting Digest

Truong Nguyen, an AI product manager at Abnormal AI, shipped an update to the CSM Meeting Prep Bot that rebuilds it as a daily digest. Every Customer Success Manager now gets a single artifact two days before their meetings, with each upcoming call rolled into one embedded Google Doc instead of a stack of separate prep emails.

Toby Dixon

Competitive Intelligence Agent

Toby Dixon, Senior Competitive Intelligence Manager, built the Competitive Intelligence Agent (CIA) to make competitive answers easier to access across Abnormal. It started as a fix for Customer Success, but quickly became a shared resource for anyone fielding competitor questions.

Noam Kahn

Digital CS Value Agent

Digital CSMs manage hundreds of accounts and millions in ARR, making manual QBR follow-ups unsustainable. Noam Kahn built a Glean-powered agent that automatically converts QBRs into personalized, data-rich renewal emails, saving time and helping the team scale customer value communication.

Andy Chen

Gong Auto Follow-Up Bot

SEs face back-to-back customer meetings and often forget to follow up on open questions. That's why Andy Chen built a Meeting Follow-Up Bot that listens to Gong calls, identifies every “let me get back to you,” and prepares concise AI-generated responses: saving time, preventing delays, and strengthening customer trust.

Thane Allgood

Customer Support Quality Assurance Agent

Quality audits are critical for maintaining high standards in customer support, but manual reviews take time. That’s why Thane Allgood built a Glean-based agent that automatically evaluates case handling quality, compares performance against internal rubrics, and produces detailed feedback reports for support engineers.

Ellie Kloberdanz

Customer Success Companion

The Customer Success Companion gives CSMs a single, trusted workspace for QBR prep, product answers, release insights, and data logic support. It unifies scattered knowledge into fast, accurate guidance so teams spend less time searching and more time driving customer outcomes. NOTE: Demo visuals use either blurred real data or synthetic placeholders to protect customer privacy.

Albert Ayala

Customer Support AI

Albert Ayala, Director of Customer Support, led the creation of Nora, an internal AI chatbot built to make Abnormal’s support team faster and more accurate. Nora works directly in Slack, pulling verified answers from Jira, Salesforce, Confluence, and Highspot so technical support engineers (TSEs) can resolve cases quickly and consistently.

Timothy Davison

Customer Success AI Coach

The Customer Success AI Coach is an internal tool built by Tim Davison to help CSMs get faster, personalized coaching. It analyzes Gong call transcripts, maps conversations to key competencies, and sends tailored feedback emails within 30 minutes. The tool saves time, delivers actionable insights, and builds persistent skill profiles for continuous growth. NOTE: Demo visuals use either blurred real data or synthetic placeholders to protect customer privacy.