The Old Customer Success Playbook Is Breaking | Customer Success in the AI Age - SaaStr AI University
CS was a response to the subscription model, and the quarterly cadence it was built on no longer matches a product that ships daily.
The Old Customer Success Playbook Is Breaking - a free lesson in Customer Success in the AI Age at SaaStr AI University. CS was a response to the subscription model, and the quarterly cadence it was built on no longer matches a product that ships daily. Key takeaways: • Customer success was a response to the B2B subscription model, not invented work, so when the model shifts the playbook has to shift with it. • The quarterly cadence (QBRs, 90-day plans, annual renewals) was built for stable products and breaks when code ships daily. • If go-to-market runs on a slower clock than engineering, the customer falls behind the product and that gap becomes churn. Part of the free, self-paced Customer Success in the AI Age course: https://saastr.ai/university/customer-success-ai