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Allie
Yakovlev
Head of Customer Success, AI
Prolific
Before Customer Success was a well-known function, Allie was already doing the work: sitting across from customers, trying to understand what outcomes actually mattered to them. That through-line runs through eight years in systems and management consulting at Accenture, Capgemini, and EY, helping global organizations navigate complex transformations, and eight more at Slack and Salesforce, building lasting customer relationships at scale in SaaS, including establishing new verticals with a particular passion for Education and Nonprofits. She now leads Customer Success at Prolific, a Human Data company where her customers are frontier AI research teams building the future at unprecedented speed.
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23 September 2026 09:45 - 10:15
What AI customers are teaching me about customer success
Most CS leaders are figuring out how to use AI as a tool. Allie’s customers are the people building it. Working on the front lines of frontier AI research has revealed a very different set of customer expectations, and a growing gap between what customers need and what traditional CS playbooks provide. In this session, Allie shares what AI-native customers are teaching her about the future of customer success, from speed and adaptability to trust, expertise and value. Key takeaways: - What AI-native customers expect from their CS partners — and how those expectations are changing - Why traditional CS playbooks struggle in fast-moving, high-uncertainty environments - How CS can move from reactive support to proactive, high-value partnership - The role of trust, experimentation and human judgement when the technology is constantly evolving - What frontier AI customers can teach every CS team about staying relevant in the age of AI