# Brittany Casey

Brittany Casey is a Customer Success professional and LinkedIn creator who writes about customer outcomes, team leadership, and balancing AI automation with human relationships.

- Profile: https://b2binfluencer.marketing/creators/brittany-casey/
- LinkedIn: https://www.linkedin.com/in/thatcustomersuccessgal
- Topics: artificial-intelligence, leadership, customer-success
- Based on 10 dated posts, latest 2026-10-01

## Summary

Useful for sponsored LinkedIn content or sessions on using AI in customer success without losing human judgment.

- Best for: A B2B SaaS customer success or support vendor wanting sponsored content or leadership sessions.
- Not for: Security, IT, developer, broad consumer lifestyle, or tightly controlled employer-brand campaigns.
- Check first: Confirm audience composition by seniority, job role, and buying power before contacting them.

### Takeaways

- At least 40% of a CSM's day should be automated, including health scores and call recaps.
- Automation can remove routine calls, call notes, and CRM updates.
- Aircall post marked #ad presented AI Virtual Agent and AI Assist for inbound support calls.

## Main ideas

- **Automate the operational layer to make the human work more valuable**: Casey argues that much of a CSM’s day should be automated, naming health scores, forecasting, call recaps, and QBR preparation. That makes relational work more valuable, not less. A model can summarize a call, but it cannot sit with a customer whose launch just fell apart and restore their confidence. Usage data usually reacts after the fact, while a CSM’s instinct that a champion has gone quiet can surface earlier. Casey calls the balance AI plus EI, or emotional intelligence.
- **Customer Success as a growth engine, measured by outcomes rather than activity**: Casey argues that Customer Success should drive growth, not be treated as a support cost; that value should be defined early and often; and that CS leadership should be measured against overall business goals, potentially through outcome-based contracting. They put the work ahead of the job title and favor environments that understand the value of strong customer outcomes.
- **Build trust across the organization, not just with the main contact**: Casey contends that trust grows slowly, often face to face, and that strong CS leaders invest beyond their main contact because renewal decisions are often shared. The person who signs is not always the only decision-maker, so a team that knows only one contact can lose a contract it thought was safe.
- **Community is a requirement, not a nice-to-have**: Casey argues that designed, participatory customer experiences—such as advisory boards and elevated community voices—are becoming essential to strong customer partnerships. Customers will keep demanding more from scaled and customer-led journeys, whether agents or people run the interaction. They apply the same reasoning to their professional network, using it to test ideas, get referrals, and learn from peers; that experience also informs the customer communities they build at work.

## Work to read

- [Your support team isn’t understaffed, they are buried in calls a human never needed to take](https://www.linkedin.com/posts/thatcustomersuccessgal_customersuccess-customersupport-aircall-activity-7480284938790051840-gmzw)
- [Monday Morning Musings: AI, customer trust, and the human side of Customer Success](https://www.linkedin.com/posts/thatcustomersuccessgal_customersuccessbestie-customersuccess-activity-7500211085426450432-U4iB)
- [Lessons from the green banner: community, referrals, and the next play](https://www.linkedin.com/posts/thatcustomersuccessgal_customersuccess-csleader-opentowork-activity-7511447259360817152-tlGR)
- [Hi I’m Brittany: open to work, Customer Success leadership, and five job characteristics](https://www.linkedin.com/posts/thatcustomersuccessgal_opentowork-customersuccessbestie-nextplay-activity-7505263769678266368-gchX)

## Brand relationships

- **Aircall** (disclosed_partnership)
- **Docusign** (employment)

## Partnerships

One disclosed commercial partnership appears in the posts: a LinkedIn post for Aircall, marked #ad, presenting Aircall’s AI Virtual Agent and AI Assist for inbound support calls. It combines Casey’s prior support experience with product detail and points readers to a comment link to call the AI agent. Confirm pricing, contract terms, deliverables, exclusivity, available partnership formats, and the inquiry route directly; the posts do not provide these details.

## Alternatives

- Priyadarshini Ravichandran: Consider Priyadarshini if the campaign centers on helping SaaS customers navigate organizational change. Her posts frame Customer Success as guiding new behaviors, aligning stakeholders without formal authority, and pursuing measurable value rather than usage alone. That gives a leadership campaign a clear change-management spine alongside the AI-and-customer-experience theme.
- Craig Blum: Consider Craig if the campaign aims to make Customer Success more influential in executive decisions or to design scaled customer engagement. His posts connect customer insight to executive decisions about adoption, expansion, renewals, and referrals. Another argues that scaled CS should combine automation, tailored education, and community rather than generic email blasts. That may suit a leadership session focused on organizational design and executive impact.
- Chris Patin: Consider Chris if the campaign needs concrete customer-lifecycle tactics, especially early onboarding wins or renewal planning. The posts recommend finding a visible first-month result, starting renewal conversations months ahead, and using outcomes to support continued investment. These examples could anchor a practical leadership campaign about how AI-enabled CS should connect to customer value.

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AI-assisted summary of public posts. Audience demographics are not available. Engagement appears only where we checked recent posts. Method: https://b2binfluencer.marketing/methodology/