When it comes to Customer Success, AI is no longer a nice-to-have, it’s an expectation. But as technology becomes more powerful, it raises an important question: how do you enhance the customer experience without losing the human touch that defines it?
In this episode of Doing It For Retention, host Rohan Tailor sits down with Craig Jackson, a seasoned leader in Customer Success at PLEO, to unpack that question.
Craig has built teams, scaled processes, and led one of Europe’s most respected CS organisations through hypergrowth. In this conversation, he offers a rare, practical look at what happens when AI meets empathy, and why the future of Customer Success will depend on both.
AI is rewriting how SaaS companies operate, but not what customers value. As Craig puts it, “AI gives us the facts, but not the feeling”. The future of Customer Success belongs to teams who can blend the two, using technology to power efficiency, and people to power connection.
Because in the end, relationships still drive retention.
Listen to the full episode on Spotify.
Looking to hire smarter or land your next Customer Success role? Contact ABR Talent.
