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  "description": "How AI is closing the gap between risk and action.",
  "path": "/the-end-of-the-customer-success-platform-era/",
  "publishedAt": "2026-04-08T10:06:46.000Z",
  "site": "https://www.customersuccesscollective.com",
  "tags": [
    "Pendo’s Privacy Policy here"
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  "textContent": "Everyone’s talking about proactive customer success. Fewer teams are actually achieving it.\n\nJoin us for a candid, operator-led conversation with Jenna McLaughlin, Sr. Director of Renewals at **Pendo** , and Jay Nathan, CEO at **Balboa** , on why the traditional CS platform model is breaking down and what’s replacing it.\n\nThis isn’t another pitch for more tooling. It’s a practical look at why CSMs are stuck reacting too late, how fragmented data slows down action, and what happens when AI starts doing the monitoring, prioritisation, and recommendation work for you.\n\nWe’ll unpack how leading teams are closing the gap between risk and action without adding more dashboards, more logins, or more manual effort.\n\n* * *\n\n## What you’ll learn\n\nIn this session, we’ll cover:\n\n  * Why the “log in and check” model of CS tooling is no longer fit for purpose\n  * The difference between a static health score and a true early warning system\n  * What proactive CS actually looks like when AI monitors accounts in real time\n  * How to surface risk and opportunity without leaving your existing workflows\n  * How to connect your CS motion to NRR in a way leadership actually values\n\n\n\nYou’ll leave with a clearer view of what needs to change, and how to start making that shift without ripping out your current stack.\n\n* * *\n\n## Speakers\n\n**Jenna McLaughlin**\nSr. Director, Renewals, Pendo\n\nJenna leads Renewals and CX at Pendo, bringing a diverse post-sale revenue background across Professional Services, Technical Account Management, and Technical Support leadership. She focuses on driving NRR, strengthening enterprise strategy, and building high-accountability operating models that scale.\n\n**Jay Nathan**\nCEO, Balboa\n\nJay is the CEO of Balboa and a long-time leader in the SaaS ecosystem. He is the co-founder of Gain Grow Retain, a well-known customer success community, and a former Chief Customer Officer. With experience spanning product development, CS leadership, and investing, Jay brings a well-rounded perspective on how modern CS organisations evolve.\n\n* * *\n\n## Save your space\n\n_By signing up for the live session, you agree to receive marketing communications from Pendo about its products, services, and events. Consent can be withdrawn at any time. See_ Pendo’s Privacy Policy here_._",
  "title": "The end of the customer success platform era",
  "updatedAt": "2026-04-24T13:01:05.477Z"
}