Customer Success Teams Are Saving Time With AI, but Struggling to Measure Its Impact

Artificial intelligence is helping customer-facing teams reduce manual work, but measuring the business benefits remains a challenge, according to ChurnZero’s 2026 Customer Revenue Leadership Study.

The research surveyed 580 Customer Success and revenue leaders at B2B software and services companies. While 81% of respondents said AI reduced time spent on manual tasks, half reported having no consistent method for measuring its impact. Among Customer Success leaders specifically, that measurement gap reached 63%.

The findings also suggest that adoption remains at an early stage: 63% of leaders described their organisations’ AI maturity as tactical or operational, while just 16% placed themselves at a strategic or AI-driven level.

For Customer Success managers, a practical implication is to connect efficiency gains to specific customer outcomes. If automation frees up time, does that translate into faster onboarding, earlier intervention when customers struggle, or better progress towards agreed goals? Tracking those changes would make the value of automation easier to assess.

The study uses self-reported data and was published by a Customer Success software vendor, so its findings should be read as a snapshot of respondents’ experiences.