In our GTM Insider chat with Daphne Costa Lopes, Head of Customer Success for Strategic Accounts at HubSpot, we explored how AI is reshaping the Customer Success playbook and why prompting is quickly becoming a must-have skill.
HubSpot’s CS team uses a tool called CS Assistant an AI-powered copilot that helps CSMs prep for meetings, access data insights, and drive high-value conversations. But as Daphne points out, it’s not just the tool that matters it’s how you use it.
The same platform can produce wildly different results depending on the quality of the prompt.
Tips from Daphne:
✅ Add context and objectives to your prompts
✅ Use frameworks to shape the type of output you want
✅ Ask AI how to improve your prompt and iterate
AI isn’t just a tool. It’s a mindset shift. CSMs who embrace AI-powered assistants, learn how to prompt effectively and adapt quickly will unlock massive productivity gains. But adoption isn’t just about tech skills. It’s about curiosity and experimentation. The best CS leaders aren’t waiting for perfect prompts or flawless models. They are iterating, testing and learning faster than the competition.
Final thoughts
You don’t need to become a prompt engineer. But you do need to learn how to guide AI with clarity, intention, and curiosity.
Because as CS roles evolve, it’s not the tools that set you apart, it’s your ability to get the most out of them.
Quick Links
📺 Catch the full episode here on YouTube or Spotify
🔗 Read more insights in our full GTM Insider blog
📰 Sign up for Daphne’s newsletter, This is Growth! A must-read head here.
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