Stop Ignoring the AI Talent on Your Team — Empower Them

Some of your CSMs are already pulling ahead with AI. They learn it on their own, build with it, and teach the people around them. The opportunity is to find the people who already have it and turn what they do into the way your whole team works.

Finding and enabling hidden AI talent is the practice of identifying the CSMs on your team who already lean into AI, then recognizing, enabling, empowering, and rewarding them so AI becomes part of how the whole team works every day — not something they dabble in now and again.

In this webinar, Dave Blake, Founder and CEO of ClientSuccess, walks through how to spot the CSMs who already lean into AI on their own — the ones with a natural propensity to experiment with it — and how to take those early signals of interest and action and grow them into real expertise. The goal is to recognize, enable, empower, and reward these people so they become genuine AI power users, and to set a new standard where AI is part of the team's everyday workstream, not something they dabble in now and again.

What you'll learn

Who this is for

This session is built for CS leaders who already have a team and want to unlock it: VPs and Directors of Customer Success, CS Ops leaders, and CCOs at B2B SaaS companies. The talent is most likely already on your team, and the fastest path is to recognize it, enable it, empower it, and reward it.

Why this starts with the team you already have

The CSMs who have learned, built, and taught with AI on your team are known quantities, with context, relationships, and proven instinct. The leader's real job is recognition and enablement: see who is already ahead, name what they do as the standard, give the rest of the team a path to follow, and reward the people setting the pace so they stay and keep raising the bar.

FAQ

What does it mean to have hidden AI talent on a CS team?

Hidden AI talent is the CSMs already using AI well without being asked to. They teach themselves new tools, build real workflows and dashboards, and share what they learn with peers. They are rarely hidden because they are quiet. They are hidden because leaders have not yet named what they do as the standard the team should operate by.

How do I find the AI-fluent CSMs already on my team?

Watch for three behaviors: learning AI on their own time, building real artifacts with it, and teaching other CSMs how to do the same. Change your 1:1 questions to ask what each CSM learned, built, and taught with AI this week. Within a couple of months you can map your whole team against those behaviors and see exactly who is already ahead.

Can my whole team attend?

Yes, bring them. The session is built for CS leaders, but the standard you set lands faster when your CSMs hear it too. Register once and share the confirmation, or have each person register to get their own recording link.

How do I keep my best AI-fluent CSMs from leaving?

Recognition and reward. Once you have named what your AI-fluent CSMs do as the standard, make it visible: give them room to teach, a bigger stage, and real recognition for raising the team's bar. The CSMs setting the pace on AI are exactly the ones you most want to keep, so empowering and rewarding them is the point.

Will there be a recording?

Yes. Everyone who registers gets the on-demand recording after the session, whether or not you can attend live. Register to get the replay.