Matthew Stramel

I'm a Customer Success leader who builds the teams, tools, and processes that turn customers into long-term advocates — with an AI-first mindset at the core of how I operate and scale. My focus is on designing the engine behind great customer outcomes: structured onboarding, proactive success motions, and a connected customer experience from first touch through renewal and expansion. I believe the next generation of Customer Success will be defined by leaders who pair human empathy with intelligent automation, and I work to embed AI across the customer lifecycle — from health scoring and risk detection to onboarding workflows, knowledge tooling, and team enablement. What I build: • High-performing CS teams with clear playbooks, ownership, and growth paths • Scalable processes across onboarding, adoption, retention, and expansion • AI-enabled tooling and workflows that make CSMs faster, sharper, and more proactive • A measurable customer experience grounded in NPS, CSAT, and outcome-based metrics If you're thinking about how AI reshapes Customer Success — or how to build the systems behind it — I'd love to connect.