The customer success function has grown from a post-sales nicety to a critical revenue driver. In SaaS and subscription businesses, success teams directly impact the metrics that matter: net revenue retention, churn rate, expansion revenue. But the economics are brutal—more accounts per CSM, higher customer expectations, and flat budgets.

AI is the answer to that impossible math. The tools below help customer success teams identify risk before it’s visible, personalize engagement at scale, and focus human attention where it matters most.

Whether you’re a CSM, CS leader, or building customer success operations, these AI tools are transforming how companies retain and grow their customer base.

Customer Health and Risk Prediction

Gainsight with AI

Gainsight pioneered the customer success platform category, and their AI features maintain that leadership. The platform’s AI analyzes product usage, support tickets, engagement patterns, and sentiment to predict churn risk before traditional indicators appear.

The Gainsight AI doesn’t just flag at-risk accounts—it explains why. Is it declining product usage? Escalating support issues? Lack of executive engagement? Understanding the cause enables targeted intervention rather than generic outreach.

For CS teams managing thousands of accounts, Gainsight’s AI prioritization is essential. It answers the daily question: which accounts need my attention today?

ChurnZero

ChurnZero focuses specifically on driving customer outcomes through data-driven engagement. The platform’s AI identifies accounts at risk, suggests plays to run, and tracks the effectiveness of interventions over time.

What distinguishes ChurnZero is its real-time focus. The AI monitors customer behavior continuously and triggers alerts when patterns change. A sudden drop in usage or a spike in support tickets surfaces immediately, not in a weekly report.

Totango

Totango provides AI-powered customer success with strong segmentation and automation capabilities. The platform groups customers by health, maturity, and potential, enabling different engagement strategies for different segments.

The AI recommends which plays to run with which customers at which time. Rather than one-size-fits-all engagement, Totango enables precision customer success at scale.

Product Analytics and User Behavior

Pendo

Pendo captures how users interact with your product and uses AI to identify patterns that predict success or churn. The platform tracks feature adoption, user journeys, and engagement depth to score customer health.

For product-led growth companies, Pendo provides the behavioral data that drives customer success strategy. Which features correlate with retention? Which user journeys lead to expansion? Pendo’s AI surfaces these insights from product data.

The platform also enables in-app guidance that drives adoption proactively rather than waiting for support tickets.

Amplitude

Amplitude provides product analytics with AI features that identify behaviors predicting conversion, retention, and expansion. The platform’s AI can discover segments you didn’t know existed and predict outcomes before they happen.

Customer success teams use Amplitude to understand which product behaviors indicate healthy customers versus those at risk. That behavioral intelligence drives proactive engagement strategies.

Mixpanel

Mixpanel offers similar product analytics capabilities with AI-powered insight generation. The platform can answer questions about user behavior in natural language and surface anomalies that might indicate problems or opportunities.

Customer Communication and Engagement

Intercom with AI

Intercom has integrated AI throughout its customer communication platform. The Fin AI agent handles routine customer inquiries automatically while routing complex issues to human support. For proactive outreach, AI personalizes messages based on customer context and behavior.

Customer success teams using Intercom can engage customers at scale without losing personalization. The AI handles the volume; CSMs handle the strategic relationships.

Customer.io with AI

Customer.io enables sophisticated customer engagement automation with AI-powered segmentation and personalization. The platform can send the right message at the right time based on customer behavior and predicted needs.

For lifecycle engagement—onboarding sequences, adoption campaigns, renewal reminders—Customer.io’s AI optimizes timing and content to maximize impact.

Vitally

Vitally provides a customer success platform built for modern SaaS companies. The AI surfaces health insights, suggests actions, and automates routine engagement so CSMs can focus on high-value interactions.

The platform’s productivity features—saved views, bulk actions, keyboard shortcuts—reflect understanding that CSM time is precious. AI handles what it can; efficient workflows handle the rest.

Customer Feedback and Sentiment

Medallia

Medallia captures customer feedback across channels and uses AI to analyze sentiment, identify themes, and predict behavior. The platform synthesizes feedback from surveys, reviews, support interactions, and social media into actionable intelligence.

For customer success teams, Medallia surfaces the “why” behind metrics. Why are certain customers dissatisfied? What drives NPS detractors? Which issues affect churn most? The AI answers these questions from unstructured feedback data.

Qualtrics XM

Qualtrics provides experience management with AI-powered analytics. The platform can identify at-risk customers from survey responses, predict churn from feedback patterns, and recommend interventions based on similar customer outcomes.

The AI goes beyond sentiment scoring to understand specific issues and their impact. A customer mentioning “integration challenges” gets different treatment than one frustrated with “billing issues.”

Dovetail

Dovetail helps teams analyze qualitative customer feedback at scale. The AI can tag themes, identify patterns, and surface insights from interviews, support tickets, and feedback data.

Customer success teams use Dovetail to understand customer needs and frustrations across the entire book of business, not just the accounts they talk to regularly.

Renewal and Expansion Intelligence

Clari for Customer Success

Clari’s revenue platform extends beyond sales to customer success with AI that predicts renewal likelihood and expansion potential. The platform analyzes engagement patterns, health scores, and historical data to forecast revenue outcomes.

CS leaders use Clari to manage their number—predicting renewals accurately, identifying expansion opportunities, and flagging risks early enough to address them.

Planhat

Planhat provides customer success operations with AI features that automate health scoring, trigger workflows, and predict outcomes. The platform unifies customer data from multiple sources into a comprehensive view.

For teams managing complex customer relationships with multiple stakeholders and products, Planhat provides the operational infrastructure to scale.

Customer Education and Enablement

Skilljar

Skilljar provides customer education platforms with AI that personalizes learning paths. The platform recommends courses based on customer role, product usage, and skill gaps.

Customer success teams use Skilljar to drive product adoption through education. When customers understand how to use your product effectively, they succeed—and successful customers renew.

WorkRamp

WorkRamp offers learning management with AI-powered content recommendations and progress tracking. The platform supports customer training, partner enablement, and internal education on a single system.

Support Integration

Zendesk AI

Zendesk has added AI throughout its support platform, and customer success teams benefit from the integration. The AI can resolve routine tickets, summarize customer history, and surface issues that indicate churn risk.

For CS teams that work closely with support, Zendesk AI provides visibility into customer issues without requiring manual review of every ticket.

Freshdesk with AI

Freshdesk provides AI-powered support with features that benefit customer success: sentiment analysis on tickets, automatic categorization, and escalation prediction. The platform surfaces support patterns that indicate broader customer health issues.

Customer Intelligence

Gong for Customer Success

Gong’s conversation intelligence extends to customer success calls and meetings. The AI captures and analyzes customer interactions, identifying sentiment shifts, feature requests, and risk signals from actual conversations.

CS teams using Gong can review conversations efficiently, train on successful renewal discussions, and spot relationship issues before they surface in metrics.

Chorus (ZoomInfo)

Chorus provides similar conversation intelligence with integration into ZoomInfo’s broader platform. Customer success teams benefit from both the call analysis and the account intelligence that ZoomInfo provides.

Getting Started with Customer Success AI

Implementing AI in customer success requires thoughtful integration:

Unify your data first. AI predictions are only as good as the data feeding them. Before deploying AI tools, ensure product usage, support interactions, and engagement data flow into your customer success platform.

Define health scoring criteria. AI can calculate health scores, but you define what health means. Work with leadership to establish the behaviors and outcomes that indicate healthy customer relationships.

Start with risk identification. The highest-value AI use case is predicting churn before it’s visible. Begin there, prove ROI, then expand to other applications.

Maintain human relationships. AI helps you manage more accounts, but strategic accounts still need human attention. Use AI to handle the long tail while preserving high-touch engagement for key customers.

Close the feedback loop. When AI flags a risk or recommends an action, track outcomes. This data improves predictions and helps you understand which interventions work.

Balance automation with authenticity. Customers know when they’re receiving automated outreach versus genuine engagement. Use AI to trigger and personalize, but ensure high-touch accounts receive authentic human attention.

The customer success teams thriving in 2026 manage twice the accounts they did three years ago without degraded outcomes. AI makes that possible by handling the pattern recognition, prioritization, and routine engagement that used to consume CSM time.

The human role shifts to relationship building, strategic guidance, and complex problem-solving—the work that actually drives retention and growth. AI handles the scale; humans handle the outcomes.