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.
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.
We design it. Your team runs it.
LCG does not build, host, or run AI systems. The workflow lives in your environment, owned by your people.
Your data stays where it is.
Customer data never moves into an LCG platform. Testing uses mock, anonymized, or client-approved data inside your tools.
A person reviews before anything ships.
Every workflow has a named review step before output reaches a customer or the CRM.
What LCG brings25+ years CS leadershipSalesforce-based CSAI-assisted workflow designBuilt for B2B SaaS · Series A–C · $3M–$50M ARR
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.
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 →
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 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.
Twenty-five years of this, inside the companies rather than beside them.
Three engagements that map directly to what I sell now.
Revenue intelligence SaaS · Health scoring and forecast design
Turned a renewal forecast from a coin flip into a 2 to 4 percent call
The health score in place did not predict health. Renewals were called on instinct, so the forecast moved late and moved a lot.
Rather than assume a new model would be better, I built engagement parameters across deployment, engagement, adoption and realized value, then worked with finance and analytics to regression test each one against actual renewal outcomes, keeping only what genuinely predicted. Then I composed the forecast itself: the validated score, weighted against the CSM's own call, stakeholder coverage, engagement frequency and realized value.
Forecast accuracy inside 2 to 4 percent, from a genuine 50/50
Global SaaS · Scaled and digital CS
Built a scaled coverage model from zero for 8,000+ customers
The entire long-tail segment was losing its dedicated CSMs, globally. Two thirds of the commercial base by account count, a small single-digit share of revenue, and no scaled motion to catch any of it.
The customer file I was handed was inaccurate and years stale, so before designing anything I rebuilt the data and established the segment's true size. Then both halves of the motion. Reactive: a new tier designation and case record type in Salesforce letting scaled customers request a CSM through the portal, gated so customers who still had one never saw it. Proactive: usage feeds from marketing, operations, CX and IT turned into targeted lists and CTAs on real signals, unused products or misconfiguration, plus one-to-many webinars. We began layering AI into several of those steps inside the first year.
Segment retention up 6 to 7 points in year one
Enterprise subscription platform · CS org design and account scoping
Made CSM capacity measurable instead of a feeling
A handful of accounts were consuming disproportionate CSM time. The real cost was never those accounts. It was everything else in the portfolio the CSM never got to, which is damage that does not show up anywhere until a renewal is already gone.
I helped build the program that identified them on evidence rather than instinct: a three-axis profile across business complexity, technical intensity and time demand, scored on things you can count, like tickets per week and escalation severity. The step most orgs skip mattered most, separating temporary intensity from permanent, because a rollout, a bad implementation or a departed champion all look structural and are not. Then an operating rhythm across CS, solutions engineering and support, and a prioritization grid where the low value, high intensity quadrant carried an explicit remove designation.
Client names withheld. Happy to walk through any of these in detail on a call.
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, MA25+ Yrs CSWorkflow 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.
What happens if I am not available
Nobody asks this out loud, so I will answer it here. LCG is a boutique practice on purpose. You get me on your work, not a bench of juniors learning on your account. But a Build runs six to eight weeks, and life happens.
I keep working relationships with a small group of independent CS and operations practitioners I have worked alongside and would put in front of my own clients. If something takes me out for a stretch that would put your timeline at risk, I bring one of them in and I stay accountable for the work. Every engagement is documented as it goes, so the design does not live in my head. You would not be starting over.
25+ years CS leadershipSeries A–C SaaSSalesforce-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?
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.
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.
The CS AI Workflow Design Sprint helps Customer Success leaders move from broad AI interest to a clear, practical use case. Through structured workshops, LCG maps your existing processes, identifies the strongest opportunities, and fully designs one workflow your team can test and implement in its approved environment.
This is not a generic AI training session and it is not a promise to automate your entire CS organization. It is a focused operating engagement that connects a real CS problem to an implementation-ready, human-reviewed workflow.
What You Get
Leadership discovery workshop
Current-state process and workflow map
AI Opportunity Map covering 3–5 candidate workflows
Prioritization scorecard: value, feasibility, data readiness, risk, adoption
One detailed future-state workflow design
Tested prompt set and representative example outputs
Human-review, escalation, and governance recommendations
Implementation requirements and ownership map
30/60/90-day implementation roadmap
Executive readout
Example Workflow Areas
Scaled Tier 4 customer nurture
Customer segmentation and next-best-action
Account research and meeting preparation
Customer activity and interaction summarization
Risk-signal review and escalation briefs
Renewal preparation
Voice-of-customer analysis
Engagement Details
Duration
2–3 weeks
Format
Remote, workshop-led
Investment
$7,500
Best Fit For
B2B SaaS with a Customer Success functionTeams experimenting with Claude, ChatGPT, or Salesforce AILeaders unsure which workflow to prioritizeRepetitive processes or under-covered segmentsWant to test safely before funding a larger implementation
Delivery Boundary
LCG does not require customer data to be moved into an LCG-hosted platform. Workflow testing uses mock, anonymized, or client-approved data and occurs within client-owned environments whenever appropriate. Production deployment is completed inside the client's approved environment by LCG, the client's authorized team, or an agreed implementation partner, depending on scope.
All engagements begin with a free 30-minute discovery call. Fixed-fee pricing, no hourly billing surprises.
Build
$15,000 – $25,000 · 6–8 week engagement
What This Is
Build helps a Customer Success organization operationalize the workflows and supporting CS processes identified during a Sprint or equivalent discovery. LCG defines the operating logic, works with the client's approved technology environment, supports configuration and testing, and prepares the team to own the finished workflow.
The exact delivery model depends on the client's systems and technical resources. LCG may configure approved tools directly, work alongside CS Ops, RevOps, or IT, or provide implementation-ready specifications and advisory support to the client's technology partner.
What You Get
Finalized workflow requirements and operating design
Prompt, instruction, and output configuration
Data-input and system dependency map
Trigger, routing, escalation, and human-review logic
Workflow testing and refinement
User acceptance testing plan
Success measures and operating cadence
Team training and enablement
Governance standards
Complete handoff documentation
Possible Delivery Models
Guided implementation. LCG works inside client-owned tools and accounts, with the client's authorization and oversight.
Collaborative implementation. LCG defines the CS workflow and works alongside the client's CS Ops, RevOps, IT, security, or automation resources.
Implementation-ready handoff. LCG provides the workflow design, prompts, business rules, test cases, governance requirements, and operating documentation for the client's technical team or partner to build.
Engagement Details
Duration
6–8 weeks
Format
Remote
Investment
$15K–$25K
Best Fit For
Completed the Sprint or equivalent discoveryPrioritized workflow and internal sponsorAble to provide access to internal ownersReady to test, adopt, measure, and improve
Delivery Boundary
LCG does not host client production systems or require customer data to leave the client's approved environment. Accounts, credentials, source data, production workflows, and infrastructure remain owned and controlled by the client.
