Do You Need CS, FDEs, or Both? | Customer Success in the AI Age - SaaStr AI University
A decision framework: map your archetype and your customers’ deployment risk, then staff agents to the long tail and FDEs or high-touch CS where it’s hard and expensive.
Do You Need CS, FDEs, or Both? - a free lesson in Customer Success in the AI Age at SaaStr AI University. A decision framework: map your archetype and your customers’ deployment risk, then staff agents to the long tail and FDEs or high-touch CS where it’s hard and expensive. Key takeaways: • CS comes in three archetypes (enterprise deployment, product-led, consumption), and AI is a new operating environment over all three. • You need an FDE when a $500K+ customer’s deployment isn’t like the demo and core engineers have stopped fixing customer-specific bugs. • High-touch human CS still wins when you’re selling transformation to skeptical experts, where change management is the moat. Part of the free, self-paced Customer Success in the AI Age course: https://saastr.ai/university/customer-success-ai