Ready to churn less and win more? 🏆 Subscribe for a simple, once-a-month rundown of the episodes at gainsight.com/unchurnedIs the future CSM a generalist empowered by specialist AI agents?Live from Pulse Europe, Eleanora White, Global Head of CS & Solutions Architects at Supermetrics, joins Jenny Calvert to break down how her team is operationalizing Agentic AI inside customer success.From internal AI agents that reduce friction…To customer-facing automation at scale…To autonomous agents that challenge and pressure-test insights…Supermetrics is building a 3-phase AI roadmap that reshapes how CSMs work — without replacing the human relationship.If you’re working on AI adoption or retention strategy — this episode is your blueprint.---Timestamps0:00 - Preview & Introduction0:40 - Meet Eleanora White 1:10 - AI as a Team Member3:39 - Supermetrics’ 3-Phase AI Strategy5:38 - Removing Friction with Internal AI6:49 - The Future CSM Profile9:00 - Hitting GRR Targets in Q411:03 - The “Stay-Alive” Retention Strategy13:15 - Win-Back Metrics & LTV14:27 - What’s Next for 2026---What You’ll Learn* Why the best CSMs will become AI-powered generalists* How to structure CS teams in the agentic era* How Agentic AI can serve CSMs internally before customers* The “stay-alive contract” retention strategy to increase long-term LTV* How to win customers back without hurting GRR* Why discovery is the most underrated CSM skill---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---Where to Find the GuestsEleanora's LinkedIn: https://www.linkedin.com/in/eleanora-white/---Where to Find Jenny:LinkedIn: https://www.linkedin.com/in/jennycalvert/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

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