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KJ
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Team Lead, Account Management
Hook
KJ is an experienced Customer Success and Account Management professional, heading up the Customer Growth team at Hook, to help B2B SaaS customers unlock and realise long-term value. At Hook, KJ partners with strategic accounts to design and implement AI-native product capabilities to scale CS programmes without comprising customer outcomes. Previously, KJ led the Major Accounts Customer Success team for a regional portfolio at an EdTech Start Up, working closely with senior stakeholders to retain and grow key relationships. With a background in CX consulting, KJ brings a unique perspective on customer journey design and the operational levers that influence engagement, satisfaction, and revenue.
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11 March 2025 09:45 - 10:15
How to build a truly AI-native Customer Success function
It’s time for CS teams to make a shift - away from bolted-on AI and rigid automations, toward agents that genuinely own outcomes. Along the way we’ve seen what works and what doesn’t. The teams that succeed stop thinking about AI as a tool that assists a process and start building around the outcome they actually want to achieve. Whether that’s hitting a Week 1 onboarding milestone or nudging a customer toward a renewal conversation at exactly the right moment, AI agents should work backwards from the goal - not forwards through a script. Making this work requires a clear framework for how agents and humans interact - defining which outcomes agents own, where humans step in, and how the two collaborate to drive customer results. Because building an AI-native CS function isn’t about replacing people with automation. It’s about designing the right collaboration between agents and humans so outcomes happen faster, earlier, and more consistently.