Leaders from top AI companies including Lovable, Harvey, and Assembly AI revealed at SaaStr AI 2026 that the traditional customer success manager (CSM) role has become obsolete. Data shows the CSM role grew 700% through mid-2022 but then plateaued for four years, while forward deployed engineering roles surged over 1,000% and continue to rise, signaling a major shift in post-sales operations.
Ryan Seams of Assembly AI noted that technical buyers react negatively to the title 'head of customer success,' prompting a rebranding to 'forward deployed engineer,' which attracted two candidates in 2.5 months compared to a previously empty pipeline. Monica Perez from Lovable explained that leading with 'AI-powered' is now counterproductive, as AI is the baseline expectation, so her team stopped emphasizing AI in messaging to stay ahead strategically.
This shift reflects a broader trend where customer success is becoming more technical and embedded within product teams rather than a standalone function. The move aligns with the increasing complexity of AI products and the need for engineers who can directly address customer challenges. It also challenges the decade-old playbook of customer success, suggesting that companies must adapt to maintain competitive advantage in AI-driven markets.
SaaStr AI 2026 highlighted these changes as structural rather than cosmetic, with forward deployed engineering roles expanding rapidly while traditional CSM roles stagnate. This realignment underscores evolving customer expectations and the technical demands of AI solutions, marking a pivotal moment in how AI companies support and retain clients.