63% of CS Leaders Cannot Track AI Performance, ChurnZero Study Finds
Global – October 31, 2026 -- Nearly two-thirds (63%) of customer success (CS) leaders have no consistent method to track AI performance, according to ChurnZero's 2026 Customer Success Leadership Study, which surveyed nearly 600 CS and revenue leaders.
Only 21% of CS leaders link AI to revenue, versus 57% in sales
Almost all respondents use AI to automate administrative work such as logging tasks, summarizing calls and researching accounts. Yet only 21% of CS leaders can tie AI to revenue outcomes, compared with more than half (57%) of sales leaders.
The gap carries an operational cost. CS teams that cannot measure AI impact are four times more likely to require manual sign-off on every AI recommendation, which leaves staff less time for strategic work. Without performance data, leaders also struggle to justify AI spend.