The death of the coverage model...

In this episode of the Chief Customer Officer Podcast, Jay Nathan and Jeff Breunsbach peel back the layers on the practical application of AI in Customer Success. They start with a reality check: before you can build sophisticated AI agents, you often have to do the manual "grunt work" first — like physically reviewing contracts to clean up renewal data. The conversation shifts to a critical debate on organizational structure, specifically the move away from the traditional "Coverage Model" (assigning accounts based on ARR) toward a "Predictive Model" that relies on real-time data signals rather than arbitrary check-ins. Finally, Jay and Jeff geek out on the concept of "Vibe Coding" — using AI to build internal tools and websites without writing a line of code — and discuss why leaders need to get their hands dirty with these tools to truly understand them.

Chapters

00:00 Introduction & Dropping the ".io" 01:07 The Reality of Renewals: Manual Work Before AI 04:49 Why You Should Hire Ops Before Your Next CSM 09:49 The Death of the Coverage Model 13:49 Erroneous Signals vs. Predictive Data 17:44 The Evangelism Role & Fixing QBRs 25:36 The "Stay Conversation": 3 Questions to Retain Your Team 27:42 "Vibe Coding" & Building Software with AI 33:25 How Jeff Built the New Website (Without Code) 42:34 Preview: Sierra AI & Next Week