HOW THE FASTEST AI COMPANIES REBUILT CUSTOMER SUCCESS

Summary from the TLDR Founders newsletter

CSM hiring flatlined for four years while Forward Deployed Engineering grew 1,000%+, and Assembly AI's Ryan Seams confirmed it filled a TAM pipeline overnight by switching the title to FDE, Lovable's Monica Perez rebuilt CS on Lovable replacing Gainsight and Harvey's Tom Ronen stayed traditional with on-site EBRs because selling AI to law partners is change management not software. The panel killed NPS unanimously, agreed 50%+ of CSM activities have no correlation with retention, and Bobby Cooper's Weave case study showed moving closed-won to an implementation success threshold dropped churn from 4% to ~0.5% monthly while scaling $8M to $200M ARR.