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Practical AI workflow design for Customer Success teams

Turn CS AI ideas into workflows
your team can actually use.

LCG helps B2B SaaS Customer Success leaders map high-friction processes, identify the right AI opportunities, and design human-reviewed workflows that can be tested and implemented inside their existing technology environment.

Explore the Sprint → Book a Discovery Call →
Where AI can help a CS team today
Human-reviewed
Scaled nurture
Next-best-action recommendations
Meeting preparation
Account research and briefing
Customer summarization
History and activity rollups
Risk-signal review
Structured escalation briefs
Renewal preparation
Executive summaries
Voice of customer
Theme analysis across accounts
The goal is not automation for its own sake. It is better coverage, more consistent execution, and more time for the customer work that requires human judgment.
25+
Years Leading and Operating CS
Series A–C
Enterprise to Growth-Stage SaaS
Salesforce
Based CS Specialization
Human
Reviewed Workflow Design
What LCG brings
25+ years CS leadership Salesforce-based CS AI-assisted workflow design
Built for B2B SaaS · Series A–C · $3M–$50M ARR
🗺️
Map
The current process, decision points, and manual effort
🎯
Prioritize
Candidate workflows by value, feasibility, and risk
✍️
Design
One implementation-ready, human-reviewed workflow
🔧
Operationalize
Inside the systems and environment your team already owns
Start with clarity. Build what earns its way forward.

Two ways to move from AI interest to practical CS workflows

Begin with a focused Sprint to identify and design the right use case. When the business case is clear, LCG can help your team operationalize the workflow inside your approved environment.

Start Here

CS AI Workflow Design Sprint

A workshop-led engagement that identifies where AI can create meaningful capacity or customer impact inside your CS organization. We map current processes, prioritize the strongest opportunities, and design one implementation-ready workflow your team can test in its own environment.

$7,500 · 2–3 weeks
  • Leadership discovery and process-mapping workshops
  • AI Opportunity Map and prioritization scorecard
  • One detailed future-state workflow
  • Tested prompts and example outputs
  • Human-review and governance design
  • 30/60/90-day implementation roadmap
  • Executive readout
View the Sprint →

CSOS Build

Customer Success Operating System

LCG helps your team operationalize the workflows and CS processes prioritized during the Sprint. We work inside your approved environment alongside CS Ops, RevOps, IT, or an implementation partner, with clear ownership and handoff documentation.

$15,000 – $25,000 · 6–8 weeks
  • Detailed workflow and operating design
  • Prompt, instruction, and output configuration
  • Client-environment testing and refinement
  • Trigger, escalation, and human-review logic
  • User acceptance testing
  • Team enablement and operating documentation
  • Implementation support or technical-team handoff
Explore CSOS Build →
Using Salesforce?

Design AI-assisted CS workflows around the customer data you already have.

LCG brings deep Salesforce and Customer Success experience to the Sprint. We evaluate how account data, activities, cases, customer signals, renewal information, and existing CS processes can support useful AI-assisted workflows without requiring a major platform replacement.

See the Salesforce approach →
How It Works

Map the work. Design the workflow. Help your team implement it.

A structured path from a real CS problem to a workflow your team can own.

1

Discover

Align on the business problem, desired outcome, users, systems, constraints, and available data.

2

Map

Document the current process, decision points, manual effort, ownership, inputs, and outputs.

3

Prioritize

Score potential workflows based on business value, feasibility, data readiness, risk, and adoption likelihood.

4

Design and Test

Create the future-state workflow, prompts, review checkpoints, example outputs, governance, and success measures. Test with mock, anonymized, or client-approved data.

5

Operationalize

Support implementation inside the client's environment, or hand off an implementation-ready design to the client's authorized technical team.

Troy Lauer
Troy Lauer
Founder and Customer Success AI Workflow Advisor
25+ years operating and leading Customer Success organizations across growth-stage and enterprise SaaS. Now helping CS leaders map the work, choose the right AI use cases, and design human-reviewed workflows their teams can own.
📍 Boston, MA 25+ Yrs CS Workflow Design
About Troy

25+ years of Customer Success operating experience, applied to practical AI workflow design.

I've spent more than 25 years in Customer Success as an individual contributor, people leader, and executive across growth-stage and enterprise SaaS organizations. I've built scaled-CS programs, managed complex customer portfolios, inherited inconsistent processes, and helped teams operate through growth and change.

Today, many CS leaders have access to powerful AI tools but lack a practical operating plan for using them. Buying licenses is easy. Choosing the right workflow and making it part of how a team actually operates is much harder.

LCG brings the operating discipline. We help teams map the work, identify where AI can contribute, protect the decisions that require human judgment, and create workflows that can be tested and owned inside the client's environment.

25+ years CS leadership Series A–C SaaS Salesforce-based CS
Free Assessment

Is your CS team ready for an AI-assisted workflow?

Five questions about how your team works today. You get a readiness score and a straight answer on what would need to be true before AI is worth attaching to your CS motion.

CS AI Readiness Assessment by LCG
5 Questions · Instant Score · Free
No signup. Nothing emailed to you. Answer honestly, the score is only useful if you do.
Question 1 of 5Pick the CS process that eats the most time on your team. How consistently is it done today?
Question 2 of 5Where does the customer context your team needs actually live?
Question 3 of 5What is your team doing with AI today?
Question 4 of 5If AI drafted something headed to a customer or into the CRM, who reviews it first?
Question 5 of 5Who would own an AI-assisted workflow after it is built?
Let's Talk

Have an AI tool but no clear CS workflow to build first?

Bring us the process that consumes too much time, creates inconsistent execution, or leaves customers under-covered. We will help you determine whether AI belongs in it and what a practical first workflow should look like.

Book a 20-Minute Discovery Call → Send an Email

No commitment. No sales pressure. Just a straight conversation about your CS challenges.

Resources

Know your numbers before the call.

Free tools and writing to help you understand your churn exposure, your CS operating foundation, and where AI-assisted workflows fit. No signup required.

CS Maturity Self-Score
Where your CS operation stands, six pillars
Rate yourself across the six pillars of a CS operating system. Get a structured brief on your highest-risk gaps. Start here if you want to know how the operation is running.
Churn Cost Calculator
See what churn is actually costing you
Enter your ARR and churn rate. See your exposure and what a 1% retention improvement is worth.
AI Risk Triage Brief
Turn account signals into a risk action plan
Enter anonymized account context. Get a structured risk brief, owner map, and 7-day get-well plan.
CS AI Assessment
Whether AI belongs in your workflow yet
Five questions on process, data, review, and ownership. Start here if you already know the operation and want to know whether AI would survive contact with it.
Blog
Notes on CS operations and AI workflows
Practical writing on Customer Success operating models, scaled CS, and AI-assisted work.