The Old Playbook Is Obsolete. The New One Isn't Built. ft. Amanda Moran (Darktrace)

Six months in, Amanda Moran, is rebuilding customer success from scratch.

She spent eight years at LinkedIn mastering the old playbook: rules, workflows, perfectly timed emails. Now she's VP of Digital Customer Success at Darktrace, a cybersecurity company betting its future on securing AI itself.

But she's stuck on the question keeping every CS leader up at night. Autonomous agents aren't here. You can feel them coming. So what do you build right now, without wasting months on work the agents will replace?

Josh Schachter pushes into the hard parts: the data nobody connects, and why the next cybersecurity battle is the AI you're about to deploy.

This one's for anyone building toward a future that hasn't arrived.

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What you'll learn

- Why rules-based outreach is on its way out, and what comes next

- How to build CS today without locking in throwaway automation

- The pooled support model behind 5 people serving 10,000 customers

- Why agentic AI is cybersecurity's next frontier

- The hidden signals in community and learning data

- What CS leaders are all quietly trying to figure out

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Timestamps

0:00 - Preview & Introduction

1:42 - Meet Amanda Moran & Overview of Darktrace

3:00 - Transitioning from LinkedIn to cybersecurity

4:03 - Building AI-driven email engagement

6:50 - The Digital CS org at Darktrace

9:20 - The pooled model

11:39 - Renewals at Darktrace

12:45 - Securing AI itself: the July launch

14:17 - Internal AI enablement

15:17 - Building CS before the agents take over

17:50 - The data problem

20:10 - The in-between phase nobody has cracked

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Josh is writing a book on building customer relationships. Follow his journey and insights at www.joshschachter.com

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Where to Find the Guest

Amanda Moran: https://www.linkedin.com/in/amandammoran/

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Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/