WOCS San Francisco Presents - Build the System: An AI-Forward CS Playbook
What this is
Join Women of Customer Success and Horizon3.ai on June 10th for an evening designed for CS leaders navigating what it really means to build an AI-forward customer success organization.
This won’t be another “AI 101” conversation. Instead, we’ll dig into the more meaningful shift many teams are facing right now: how to move from scattered, individual AI experimentation to a practical, repeatable playbook your entire team can actually use.
The conversation is grounded in a simple idea: AI can accelerate the work, but it doesn’t replace the judgment behind it. The real challenge is knowing what problem you’re solving before you automate it.
Expect honest conversation, practical takeaways, and the opportunity to connect with other women leading through one of the biggest shifts happening in customer success today.
What you'll walk away with
A clear picture of what an AI-forward CS playbook actually looks like in practice — not the theory, but the repeatable system your whole team can run
A framework for diagnosing the real problem before you automate it, so AI accelerates your judgment instead of papering over a misdiagnosis
Practical reps working three real CS scenarios — a messy sales handoff, building a crisp case for at-risk account resources, and diagnosing churn at the root rather than the symptom
Specific prompting approaches you can use right away — turning call recordings, CRM notes, and usage data into shared artifacts rather than blame
A sharper sense of where AI helps and where it shouldn't — what to stop automating because the judgment matters too much
Language for presenting churn and account risk cross-functionally so it lands as a shared go-to-market problem, not finger-pointing
New connections with CS leaders across the Bay Area navigating the same shift
The panel
Agenda:
4:30 – 5:00 PM - Arrival & Networking: Join us for drinks, light bites, and the opportunity to connect with fellow Women of Customer Success leaders before the program begins.
5:00 – 5:35 PM - Welcome + Fireside Conversation: Hear from Amara Okoli (Horizon3.ai) and Christina Singh of Nora Studio (LinkedIn) in a candid discussion on what an AI-forward Customer Success playbook actually looks like in practice and why strong judgment still matters more than ever.
5:35 – 6:05 PM - Interactive Workshop: Roll up your sleeves for a collaborative session where attendees will work through real-world CS scenarios focused on customer communication, cross-functional collaboration, and churn risk diagnosis.
6:05 – 6:20 PM - Group Discussion & Takeaways: We’ll come back together to share insights, compare approaches, and hear reflections from Amara and Christina on how AI can best support CS teams in action.
6:20 – 6:30 PM - Closing Remarks + Networking: Wrap up the evening with final thoughts, upcoming community announcements, and additional time to connect with peers.