Exploring the Evolution of Customer Success with Mike Redbord

from Puck Academy · host Mike Redbord, Jason Jacobs

Navigating the Intersection of Customer Success and AI with Mike Redbord In this episode of The Next Next, host Jason Jacobs interviews Mike Redbord, a veteran in customer success and former VP at HubSpot. Mike shares his journey from being an inbound marketing consultant to holding various leadership roles in customer success. The conversation delves into how AI is transforming the customer success function and the broader SaaS landscape. They discuss the challenges and opportunities for CS teams in adopting AI tools and how these technologies can improve efficiency. Mike also highlights his work with Agent AI, a platform aimed at democratizing access to AI tools for professionals. The discussion provides valuable insights for leaders and practitioners in the CS space on how to navigate the evolving technological landscape and leverage AI for growth and efficiency. 00:00 Introduction to Today's Guest: Mike Redbord 01:19 Exploring the Customer Success Function 04:16 The Evolution of Customer Success Roles 06:37 Operational Dynamics in Customer Success 11:31 Challenges and Best Practices in Customer Success 21:45 The Future of SaaS and AI's Impact 26:04 Navigating AI Disruptions in Customer Success 27:22 The Push for AI Adoption in CS Teams 30:36 Leveraging AI for Operational Efficiency 33:09 The Role of Rev Ops in AI Integration 36:52 Personal Insights and Future Directions 39:49 Introduction to Agent AI 44:47 The Future of AI and Professional Growth 47:53 Closing Thoughts and Reflections Note: Editing and post-production work for this episode was provided by The Podcast Consultant (https://thepodcastconsultant.com).

Episode metadata supplied by the publisher feed · Published Jun 2, 2025

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In this episode of The Next Next, host Jason Jacobs interviews Mike Redbord, an expert in customer success with significant experience at HubSpot. They discuss the changing nature of the customer success function in the context of AI's growing influence. The conversation covers Mike's journey in customer success, the operational dynamics within organizations, and the role of AI in reshaping customer support and engagement. They also explore the future of SaaS and the potential for AI to create highly customized software solutions. Mike emphasizes the importance of hands-on experimentation with AI tools and provides insights into his work with Agent AI, a platform designed to democratize access to AI agents for professional use.

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