The First AI Agent Every CS Team Should Deploy: Automate Client Executive Reporting

Awesome Thanks everyone for joining us today We're really excited to be here with you all I was telling Jennifer earlier that Unfortunately, there aren't that many venues where CS leaders and revenue operations leader can get all together So we're really excited to be here with Rollstack Today's session is gonna be about Automating client executive reporting I'm pretty sure it's a topic that all of you are very familiar with and that's probably the reason why you're all here But just to get us started the quick show of hands Who here struggles with their? Qbrs reporting process Awesome and Keep your hands up or is it if you wish you could do them more consistently across your book of business Okay, looks like everyone. All right. Well good news is you're in the right place and today we're gonna be talking precisely about how you can automate this process and why we think at Rollstack that This is one of the strongest opportunities for AI agents to to help you Reduce some of the admin work that CS teams tend to do Joining me today is Jennifer Mun.

Let her introduce herself later but Jennifer is is a rock star on the Rollstack team. She assists some of our large enterprise customers Helping them automate their data driven reporting in general, but more precisely their customer success reporting I'll let her introduce herself in a second. And as for myself, my name is Nabil. I'm the CEO and co-founder of Rollstack prior to Rollstack I've led revenue operations and data analytics teams that companies like Pinterest more recently deal and prior to that Groupon So two of us have built a lot of reports a lot of slides.

I also happen to have a consulting background I started my career and consulting management consulting at BCG and As mentioned really excited to be with you all Jennifer thanks Nabil. So it was great Well, not great to see everyone raise your hands, but because hopefully you felt like you were not alone What Nabil didn't mention is in addition to working with our enterprise clients I previously spent a lot of time manually Building slides and so when I found Rollstack and found something that could automate it for me and could do it without me worrying about it without me having to Have someone else take care of it while I was on vacation It made sense which is why I am excited to be here Nabil's gonna talk a little bit about what we're solving for and luckily he's let me do the fun part So I get to show you guys all how it works Yeah Little disclaimer we wanted to do a live demo. That's what we do at Rollstack and what we absolutely love doing But unfortunately the setup of the conference didn't allow us to do so So if you want a live demo where booth B9 right at the left of the the gain site booth but just to set the stage so we're gonna be talking first about what we're seeing as what we can call the state of CS in 2026 and Sharing with you some of the insights that we're seeing across our clients Especially on the CS side next we're gonna be talking about the clients reporting challenge sharing with you some of the Challenges, but also ways teams are able to deal with this problem and how they're able to solve it And then lastly as Jen mentioned, she's gonna be walking you through the platform and showing you how that works in practice But First things first Things fair to say that AI is changing the job description of the CS function And it's probably something that you're all living in your day-to-day but the way we we sum it up at Rollstack is the sales leaders new reality is Doing more with less right you're hearing this all the time you probably have heard this ten times today How can we do more with less? so what that means in practice is CS teams Manage larger book books of businesses and that is true across all segments whether we look at SMBs mid-market Enterprises, that's just now the the new reality of the job at the same time headcount is kept flat.

So teams and companies especially Public ones large ones are very reticent on adding headcount And what this comes down to is this idea that AI is gonna help us be more automated more streamlined operationally better Which is yet to be proven, but well, we'll show you how you can achieve that at least on the revenue Reporting side of things Now one new realized reality of CS leaders as well is they're now accountable for revenue Which they've always been implicitly covering but is now widely acknowledged that revenue is the key target for CS teams and What this means in practice for teams is CS team members are moving from being trusted advisors in charge of driving adoption of driving usage to value managers and that shows in the stats more than 94% of CS teams now carry a revenue target whether that's in DR whether that's upsells expansions And the new reality also for SAS companies even more so the ones that are pricing based on usage is that now? 40% of revenue is captured after the initial sale, which is again a major shift in how CS teams operate and the new term when it comes to opportunity generation or leads generation now is CSQL so qualified opportunities by CS teams now at the same time the CS productivity gap is real and when you look at the spectrum of Activities that CS teams doing their day-to-day 66% even more of that tends to be on admin and a lot of you here that I had the chance to meet with This morning were telling me that in their organization this figure is even higher So which means that CS teams are left with only 34% of their time being spent doing what they do best which is meeting with customers the The reality of CS teams as well is when you ask them what part of the job would you like to automate? They will never tell you client interactions in Almost hundred percent of cases they tell you the admin work Meaning that they want to be spending more time with the customers driving adoption driving renewals driving upsells So in 2026 again, we think that there's a shift with the AI agents entering finally the CS stack Agents are a big word. It's It's very buzzy and at Rollstack.

We hate buzzwords So we're gonna do everything to simplify what that means for you and and show you sort of the tangible impact that This can be driving So speaking about driving value driving revenue Client executive reporting is key for driving in our in fact when we look at the stats Qbrs or companies getting a qbr are two times more likely to renew they're gonna drive 24% more retention and Their net dollar retention is gonna be 18% higher than than the the others But at the same time that process remains a major bottleneck for organizations and the reason being that what it takes to actually have a successful clients reporting process is four to eight hours per qbr it's one to four hours just to assemble them and What most companies resort to is skipping fully that process and affording that only for their top 10% of accounts the underneath reality that we're observing a lot is that that process tend to also be very inconsistent and without oversight across the CSM teams But at the same time you can't really blame the CS teams Because what it takes to build a client qbr is this long chain of manual steps Ranging from extraction data from your data systems bi tools such as tableau looker power bi and others manually exporting that into an excel or a spreadsheet Rebuilding some of the charts that you have in your data systems Packaging all that into a compelling story and narrative for your customer Doing all the manual Q&A and check-in if you have the time to do that Before to finally delivering that to the two years holders So what this means for most of the teams is one slower decisions to lower trusting numbers and then finally Your team's talent being wasted on this admin work So Teams have tried to solve this Some of them have resorted to dashboard. I was speaking with someone this morning who? is managing a large book of business their organization has 10,000 of customers, so they resorted to a dashboard in their platform and Primarily address their customers to that place The problem with dashboards is what you see on the on the right hand side The sad reality where you build a beautiful dashboards. It's beautiful.

It has filters it is interacting to has drill down, but then you look at the stats and no one has looked at it and Reason is simple one data literacy is Gap is real. We were at the tableau conference a couple of weeks back and some of the stats that were shared there is Only 20% of leaders of business leaders pass basic data literacy tests So that's the first reality the second one is 10 seconds is the time they spend on a dashboard before turning so which means that sending them a dashboard is Synonymous of not taking any action or not doing any reporting Other teams have turned to Claude right? That's now the the magic place where we expect to Bring our problem throw some AI or LLMs on that and expect the problem to be resolved Many reasons why we've seen this approach failed and Is one the trust so LLMs have a probabilistic approach to problems and you don't control the output so By throwing your numbers you don't have a process that is predictable that is the deterministic That gives you back a trustworthy presentation The second problem is that it's not scalable because there is a difference between doing one QBR by hand and doing a thousand or ten thousand all at scale and so we're essentially just moving the problem from a platform into Manual work from the CSMs asking them to do that that works separately The third issue with that is the output is primary HTML meaning that it gets you 40% the way there But you still have to spend 60% of your time Still correcting that to get something that is decent and then lastly is just the the economics of of LLMs for that process The way they work is they spin a full deck every time so in order for you to get a decent deck it's sometimes more than hundred bucks spent just on on LLM costs and I think some of you might have seen some of the trends last week with Microsoft cutting their clothes licenses or uber Realizing that they've spent two months or a year worth of AI budget in two months. So Throw in LLMs on every problem might not be the right solution then In fact what it really takes to Do client reporting at scale is one live integrations Live integrations what ensures that you can have a workflow that is repeatable that is fully automated to its scalability There is no point in building a demo with one deck the main challenge How can we do that reliably repeatably on a monthly quality basis?

The third requirement is having things on brand because you want things to look and feel like your company's branded templates Four key pieces governance and auditing being able to trace data back to your data systems But also have a framework where CS managers can control the template that the CS team members use and have this aligned story that every CS tells to their customers that is ultimately governed by the organization From there there is the problem of distribution and scale so how do we do that at scale for all our client base not just a few and then lastly can we do that in an economic and in a Reasonable cost manner. So these are essentially the six key requirements for for any enterprise Client executive or data reporting platform in general to be successful Now a tRollstack we think that the future of client executive reporting is is Agenic, so it's fully automated. It's Really light touch on the CS side where they primarily do review and in fact We've seen many agents be successful in the CS Field from customer to 60 from risk AI conversational AI and the role stack is essentially positioned on that last mile Automating client executive reporting. This is where we sit on in the stack So we take data from data systems and use that to automate formats that the executive and leadership are used to slides docs there emails Few words about us.

We partner primarily with the SMBs midsize to large public companies. So we serve companies like we're pool chiro price Cargurus and many others that are present here Helping them cut down that they're burning workflows by more than 80% I'll Be brief here to hand it over to to Jen but our enterprise Platform is sock to type to where Salesforce Microsoft partners. There is no data persistence. So a lot of things that your Security and IT teams are gonna love.

These are some of the examples of customers that we're able to automate this process with for Sony music is able to scale the reporting across more than 10,000 artists worldwide Equality health that we're gonna be on stage with Tomorrow 12 is gonna be sharing how they're doing this process across their 800 practices in value-based care And then so far is able to accelerate the core to close process with with Rollstack With that I'll hand it over to Jen for a quick sneak peek of the platform Thank you, Nubiel You have left me just enough time to tease Rollstack and then hopefully invite all of you to either visit us at the booth Or to book a demo with me So five primary features that I want to highlight in terms of what Rollstack can do is again one We're gonna create that template right? So I Personally in my client success life loved the customer conversations I hated the four hours leading up to having that meeting right because I was copying and pasting I was doing iterative reviews with my manager to make sure it was correct And that wasn't value add right the customer conversation was the value add So with Rollstack you create that template once and then you can actually add AI driven insights So adding that layer of narration and then you can scale that right? So I set it up for one customer and then I can actually Burst that across my entire customer base and have it ready to go and then Rollstack can even handle kind of the admin Portions of getting that into their email inboxes as well as a layer of governance. So you can see who's viewed it To make sure that you're continuing to consistently manage that as well So really quick that first step is creating that template will work with you It's usually a 30 minute session where we actually go in we connect your data source Once we get that connected we can then start to add that visual.

So you see here. I'm connecting to my tableau I'm picking the dashboard that I want. It's interactive. I can choose a filter Whatever I need set it all up and get that added to my role stack and then in addition Role stack will give me that option to choose to bring this in actually as a native chart So if you don't like the visual the way it looks in tableau, you can change it here the colors the fonts access the underlying data From there I get the visual setup and then I add AI insights What's important to note here is that whatever prompt you enter which I'm gonna come up with here Is gonna run the next month or the next quarter, right?

So I'm gonna run that same data analysis just with the updated data Don't have to do that again can again just refine that and really focus on the customer conversations Once I have that set up again, I've done it for one customer I can now come in and say role stack create it for me for 20 100 1000 customers Whatever I want, right or if I'm managing if I'm a manager and I have a region underneath me I can look at that by region and what's important to call out here is that I know we're all customer success and we're very customer Focus, but imagine if your internal teams have to run financial reports by business unit or division the same Bodgic would work for them internally as well Once you get that all set up using our collections or dynamic reports feature You'll be able to then come in and make sure you're consistently managing across all your accounts and I am at time But I'm gonna click through just really quickly just to show you that role stack. Ah You guys may leave but I will be slightly offended. We're the last session So here's the scheduling where you can choose the frequency the time the day All the way through to really again that last mile distribution of sending it to them via email with some context Hey Jim, here's this quarter's report. Can't wait to have a conversation and review your upcoming roadmap And so on and then lastly I promised you governance because we want to make sure that role stack is doing all the right things You're gonna make sure all of your versions are in adherence if I'm a manager I'm making sure all my teams are following it.

I can actually see when they last ran it So if they didn't do the update, I know but role stack takes care of the scheduling So that shouldn't be a problem. All of that is being handled And we do have some functionality in there in between what an admin can control at the template level versus what a contributed Control at each what we call variant or variation level. I Know that was very quick at the end But again, I do invite you guys all to come chat with us at the booth we are giving away air pods, which Nabil didn't mention that so Take a chance at winning air pods and chatting with us Thank you. Thanks everyone We're gonna stay at the back for Five minutes to answer any questions.

Otherwise, you know where to find us booth 9. Thank you