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  "description": "Why outcome-based business models fail without human strategy, and how to combine human and AI motions to deliver on customer outcomes.",
  "path": "/the-tug-of-war-between-sales-and-cs/",
  "publishedAt": "2026-05-28T17:01:00.000Z",
  "site": "https://www.customersuccesscollective.com",
  "textContent": "AI is handling more of customer success every day. Health scores. Playbooks. Workflow automation. Even customer communications.\n\nBut if software can manage the process, where does the CSM create value?\n\nThe answer lies in outcomes. The teams thriving in today's consumption economy aren't acting as account coordinators. They're becoming Value Architects. They're defining what success looks like, guiding customers toward it, and proving the impact they've delivered long before renewal conversations begin.\n\nJoin Steve Frost, Industry Solution Specialist for CS Cloud at **Certinia** , and Phil Nanus, EVP of Customer Success at **Salesforce** , as they explore how Customer Success teams can combine AI-driven efficiency with human expertise to create measurable business outcomes. You'll leave with a practical framework for defining, achieving, and proving value at every stage of the customer journey.\n\nNo more guessing whether customers are seeing results.\n\n### What we're covering:\n\n  * **The rise of the Value Architect:** Why Customer Success must evolve beyond adoption metrics and become accountable for business outcomes.\n  * **The human vs. AI balance** : Understanding which success motions should be automated and where human expertise creates the greatest impact.\n  * **Proving customer value** : Practical ways to document, measure, and demonstrate outcomes that drive renewals and expansion.\n\n\n\n### In this session, you will learn how to:\n\n  * Define clear customer outcomes and align stakeholders around success from day one\n  * Build repeatable success motions that actively move customers toward their goals\n  * Track and document value realization throughout the customer lifecycle\n  * Use data to prove business impact to customer executives and internal stakeholders\n  * Replace subjective health checks with measurable evidence of success\n  * Turn demonstrated outcomes into stronger renewal and expansion opportunities\n\n\n\n### Your speakers\n\n**Steve Frost, Head of Industry & Executive Advisory, Customer Success, Certinia**\n\nAs a strategic consultant and advisor, Steve leverages his 25+ years of experience in the technology industry to help clients achieve revenue growth and retention. He has a proven track record of delivering results for major FinTech companies, SaaS providers, and hybrid multi-cloud infrastructure providers.\n\n**Phil Nanus, Executive Vice President of Account Success, Salesforce**\n\nAs a customer success leader and growth strategist, Phil draws on 20+ years of experience in SaaS to help organizations drive retention and scale. He has a proven track record of building and leading high-performing account success functions across the enterprise software industry.",
  "title": "How customer success can define, achieve, and prove value",
  "updatedAt": "2026-07-17T09:00:03.785Z"
}