Your CSMs do four things for your top accounts. Cast AI agents do them for every account, directly.
Every quarter, a Customer Success Manager creates a business review, finds the time to present it, presents it, and answers the questions. That works — for the accounts a CSM can reach. Below them, coverage runs out, and more accounts has always meant more people.
Cast does the same four things, for every account and every person at it, and then keeps going across the lifecycle. The table below is the side-by-side we’re asked for most — read it as “and,” not “or”: agents take the whole book, CSMs go where hands-on help is needed.
| Your CSMs | Cast AI Agents | |
|---|---|---|
| What | ||
| Business reviews | QBRs created manually every quarter — spending hours per account — across their book of business | Created automatically by AI agent — for every decision-maker and user at every account |
| Scheduling | Coordinate calendars for a slot | On a cadence — no meeting needed |
| Presented by | Scheduled and presented by a CSM — to whoever can make the time slot and time zone | Presented one-to-one by AI — by email, text, in-app, or chat — whenever suits each viewer, in their time zone |
| Channels | Zoom, Teams, Meet | Email, text, in-app, chat, CSM-shared |
| Questions | CSM answers the success questions they know. In 68% of meetings: “Let me get back to you” | Agents answer across success, support, sales, and service — from your KBs, CRM, CS platform, and products |
| Presentation refreshed | Quarterly at best, for high-touch accounts | As often as daily, for every account |
| What-if scenarios | A follow-up, days later | Modeled visually on the fly, while they watch |
| For whom | ||
| Accounts covered | Your top ~15% | 100% — AI agents for every account, CSMs where hands-on help is needed |
| Personalized for | The account | Every executive, decision-maker, and user at every account |
| Languages | Those your team speaks | 20+ |
| Built for | Your team — who build decks by hand and screenshot the CRM, CS platform, dashboards, and product telemetry into them | Your customers and partners — directly |
| Who | ||
| Expertise | One generalist per book | Subject matter expert agents, every account |
| Supported by | One CSM, stretched thin | A dream customer-facing team for everyone |
| Your team's focus | Prep, meetings, follow-up | Strategy, relationships, judgment |
| Why | ||
| Used across | Business reviews and renewals | Onboarding, adoption, reviews, renewal, expansion |
| Feedback | When someone remembers to ask | Continuous conversational feedback — used to self-correct derailing onboarding, adoption, and renewals |
| Engagement visibility | Who attended | Who watched, which slides, where they lingered, how soon, when — and what they asked |
| Consistency | Varies by CSM. When leadership changes the message, it takes months to trickle down to every CSM | On-brand, same quality for every account. Corrections and content changes reach every presentation instantly — even those emailed months ago |
| Scales by | Hiring CSMs — cost rises with every account | When you add accounts — cost stays flat |
No. Cast covers 100% of accounts; CSMs cover the ones that need hands-on help, and get pulled in by the agent when that happens. The same team covers more without hiring on a curve.
Your knowledge bases, CRM, CS platform, and products — every system you already connect. Cast doesn’t store its own version of the truth; it presents yours.
No. Cast is not a CRM, a customer success platform, or a presentation tool for CSMs. Those work for your teams. Cast works directly for your customers and partners.
They’re hosted, not attached. Corrections and content changes reach every presentation instantly — including the ones emailed months ago.