This course contains the use of artificial intelligence
Your customers rarely warn you before they churn. Their usage, their tickets and their silence do, weeks earlier.
This course shows Customer Success teams how to catch those signals with AI and act on them, in Microsoft Copilot, Claude, ChatGPT and Gemini.
Most CSMs already use an AI chat, mostly to polish an email. The rest of the week goes the old way: an hour of digging through the CRM before a call, a renewal risk you notice only when the customer says it, a QBR that takes a week to build, a thousand survey comments nobody reads. Every month spent firefighting is a month of churn you could have seen coming and of proactive work that never happens.
After this course AI does the routine and you do the customer work. You open a one-page account brief ten minutes before the meeting and close the call with a recap and tasks. You see every account's health score, spot the red ones early and know what to do with each this week. Playbooks start from triggers, not from memory, and AI drafts the messages while you decide what goes out. Your support team knows exactly what an AI agent answers and what it hands to a human. Customer feedback turns into three priorities for product, QBRs take an evening, and you can show leadership what AI saved in hours, dollars and retention.
The course is built and taught by Mike Pritula:
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Founder and head of strategy of Pritula Academy, where 170,000+ students have trained
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#1 HR instructor on Udemy, with 2,000,000+ students on Udemy
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20 years of hands-on practice at Wargaming, Preply, iDeals, Starlightmedia and Alfa-Bank, where his work in customer service started with hiring call center and customer support staff
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Author of the Chief Customer Officer, Claude for HR, ChatGPT for HR and HR AI Agents courses at Pritula Academy
The course follows the three jobs of Customer Success. First you get to know the customer: you map your AI stack and data rules, research an account before a meeting and build a customer health score with a churn risk forecast. Then you work with the customer: you automate customer success workflows with trigger-based playbooks, write personalized emails, including bad news, and design an AI agent for customer service with clear escalation rules. Finally you listen and prove: you analyze customer feedback with AI by theme and sentiment, build a Quarterly Business Review from account data and measure the impact of AI against a control group.
Every lesson stands on its own. If you have a QBR with a key customer next week, you can start with that lesson and build the pack. Every prompt works in Microsoft Copilot, Claude, ChatGPT and Gemini, and free plans are enough to follow along; paid features are marked. Interfaces of AI assistants and Customer Success systems are shown on clear slide mockups, so the course stays useful whichever tools your company uses. All calculations use round illustrative numbers that you replace with your own.
This is an independent course. It is not affiliated with, sponsored by or endorsed by Microsoft, Anthropic, OpenAI or Google.
What's included:
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Lifetime access to all materials
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Active instructor support in Q&A
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Udemy Certificate of Completion
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A practical assignment in every lesson, done on your own accounts or your own team
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A working file for every lesson: AI stack map, account brief kit, health score model, playbook library, message bank, AI agent specification with a test checklist, feedback analysis workbook, QBR data pack and AI impact scorecard
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Ready prompts for Microsoft Copilot, Claude, ChatGPT and Gemini in every lesson
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A section with additional courses, tools and resources
AI is already part of how Customer Success teams are expected to work: faster answers, earlier warnings, proof of value in numbers. The CSMs who build these workflows now are the ones who get the strategic accounts and the team lead roles. Every quarter you wait is another quarter of renewals decided by guesswork.
Enroll now and start your first lesson today.
