Where AI Fits - and Doesn’t - in Customer Success

This statement can be used as an internal reference for Customer Success teams to align on responsible AI use, clarify ownership, and protect human judgment in customer-facing decisions.

We use AI to support thinking, not replace it.

AI helps us:

• surface patterns
• summarize information
• reduce administrative load

AI does not:

• define customer value
• assess relationship health
• make renewal or risk decisions
• speak on our behalf without review

We remain responsible for:

• interpretation
• judgment
• executive narrative
• customer trust

If a decision carries relational, financial, or reputational impact, AI may inform it - but a human owns the outcome.