Introduction

After speaking with over 50 customer success and revenue leaders about their plans for 2025, one thing is clear: teams are moving past the AI buzz and are laser-focused on practical ways to adopt AI without unnecessary hype.

Here are the five most compelling use cases we’ve heard about from leaders.

Catching organisational risks and opportunities early

Organisational changes are one of the biggest threats SaaS vendors face. A Head of CS at an HR tech startup managing $19M in revenue shared how they lost a major account just two weeks before renewal—after a new executive deprioritised them.

Post-sales teams are now looking to adapt AI tools, like those used in sales, to monitor external customer signals—job postings, LinkedIn updates, news articles, and more. Bringing these insights into customer success and account management workflows is an untapped opportunity.

Why it matters: Churn and expansion signals typically surface 3–6 months before they show up in metrics. Catching them early could transform retention and growth outcomes in 2025.

Fixing the sales-to-CS handoff

Sales-to-CS handoffs have always been messy. Goals and use cases get lost in translation, and sales teams often resist documentation, feeling it slows them down.
A CCO at a growth-stage SaaS company admitted, “We’ve had enough of discovering critical customer objectives months into onboarding because they weren’t documented properly. Fixing this is a priority for 2025.”

AI tools that analyse sales calls, emails, and contracts can automatically create detailed customer handover documents, removing the need for manual data entry. Leaders see this as a simple, high-impact way to use AI.

Why it matters: AI-powered handoffs speed up time-to-value, improve customer experience, and uncover issues with fit or readiness early in the process.

The vision is for AI systems to function as virtual revenue analysts—processing data holistically and delivering detailed, actionable insights at scale. We’ve already implemented this approach with Cor and are seeing exciting outcomes.

Revenue focus was a recurring theme in our conversations. Many leaders have been working to embed growth opportunities into Customer Success workflows to make a bigger impact.

Looking Ahead

As we move into 2025, the focus for Customer Success teams is clear: it’s no longer about chasing AI hype but about solving practical problems. These five use cases highlight how AI can tackle real challenges, from catching risks early to driving proactive expansions.

Post-sales teams aren’t looking for magic wands—they want tools that fit into their workflows, make their jobs easier, and deliver measurable results. The question isn’t whether to adopt AI, but how to make it work for your team.