Six months in, Amanda Moran, is rebuilding customer success from scratch.She spent eight years at LinkedIn mastering the old playbook: rules, workflows, perfectly timed emails. Now she's VP of Digital Customer Success at Darktrace, a cybersecurity company betting its future on securing AI itself.But she's stuck on the question keeping every CS leader up at night. Autonomous agents aren't here. You can feel them coming. So what do you build right now, without wasting months on work the agents will replace?Josh Schachter pushes into the hard parts: the data nobody connects, and why the next cybersecurity battle is the AI you're about to deploy.This one's for anyone building toward a future that hasn't arrived.---Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.---What you'll learn- Why rules-based outreach is on its way out, and what comes next- How to build CS today without locking in throwaway automation- The pooled support model behind 5 people serving 10,000 customers- Why agentic AI is cybersecurity's next frontier- The hidden signals in community and learning data- What CS leaders are all quietly trying to figure out--- Timestamps0:00 - Preview & Introduction1:42 - Meet Amanda Moran & Overview of Darktrace3:00 - Transitioning from LinkedIn to cybersecurity4:03 - Building AI-driven email engagement6:50 - The Digital CS org at Darktrace 9:20 - The pooled model11:39 - Renewals at Darktrace12:45 - Securing AI itself: the July launch14:17 - Internal AI enablement15:17 - Building CS before the agents take over17:50 - The data problem20:10 - The in-between phase nobody has cracked---Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com---Where to Find the GuestAmanda Moran: https://www.linkedin.com/in/amandammoran/---Where to Find Josh:LinkedIn: https://www.linkedin.com/in/jschachter/Unchurned Substack: https://unchurned.substack.com/

Ask this episode

“What did the council decide on item 42?” — answered with the speaker and the moment.

Transcript

Related