How Vercel Is Rethinking Go-to-Market With AI | COO Jeanne Grosser
Summary
Vercel resolved 91% of support tickets with AI agents while eliminating a 10-person sales team down to one person plus automation—redefining go-to-market for the AI era. Jeanne Grosser, former Stripe CBOs, trades security for the chance to write the playbook for generational companies and tangible weekly wins.
Key Takeaways
- Vercel resolves 91% of support volume with AI agents, freeing human support teams to focus on finding product bugs and writing PRs rather than ticket throughput—a fundamental shift from support as cost center to support as product improvement engine.
- Reduced sales qualification to pure AI agents handling all inbound qualification and outbound prospecting, allowing remaining sales team to focus exclusively on closing deals—eliminating the 60-70% time sink of qualification in traditional sales motions.
- Deployed data science agents to replace RevOps function entirely—allowing any employee to query RevOps questions directly via AI rather than bottlenecking through a single person, demonstrating how AI can dissolve departmental dependencies.
- Raised sales quotas every 6 months despite AI-driven go-to-market changes, indicating productivity gains from AI agents compound with human-AI collaboration rather than simply reducing headcount—tier-1 SaaS scaling pattern for AI-first companies.
- Senior operator (ex-Stripe CBOs) prioritizes tangible weekly output and problem-solving satisfaction over financial security or venture prestige—suggesting retention of top talent requires ownership over specific go-to-market problems, not compensation or brand alone.
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Transcript Excerpt
Versell gets a lot of support volume as you'd expect and [music] 91% of it we resolve with an agent. A lot of outbound we do with an agent. All the inbound qualification is done with an agent. So like the remaining support team that we have really is now finding legitimate problems in the product and then working really closely with the engineering or in some cases writing PR to go fix things versus turning through tickets. We have a great data science agent that you [music] can ask it anything you would have sent to RevOps. Even sales, we've raised quotas every 6 months. You join a company like Verscell because you believe you're going to be part of building something more generational. Certainly a big reason that I'm there is I want to go write the go to market playbook for this era. [mu…