The Data Said We Were Wrong: How Ironclad’s CCO Uses AI to Drive Outcomes

AI is changing Customer Success (CS), and now the main question is not if teams will use it, but where it can make the biggest difference. Rob Edmondson, Ironclad’s Chief Customer Officer, believes you should begin with your existing data and let it reveal any mistaken assumptions. On a recent episode of the [Un]Churned podcast, Rob explained how Ironclad used a churn prediction model to rethink what customer health means. This led to changes in team structure, how CSMs are measured, and how they use AI in their work. Key Takeaways The usage signals you track might not be the right ones.