Tag: Customer Success
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The Cost of Cheap Code
This is part of The New Cost of Everything, a five-part series on what AI is actually changing. Post 1 has the foundational framework. I subscribe to a newsletter called The Rundown AI. It covers major AI announcements — new models, product launches, capability updates — five days a week. On a typical Tuesday: Zuckerberg’s…
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The FDE Ships the Product. Someone Must Own the Outcome.
Define First to Deploy Fast The numbers are mind-boggling to me. Job postings for Forward Deployed Engineer roles increased more than 800% between January and September 2025, according to the Financial Times. Salesforce committed to building a team of 1,000 FDEs. The framing from a16z lands because it’s true: “Enterprises buying AI are like your…
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Evaluating Your (Nonexistent) Tech Stack
I recently gave a webinar and a follow-up question was “We’ve had CS for a while but now need to take a closer eye at our tech stack. We have a CRM, no one dedicated to CS Ops, and no CSM tool. What do we do?” From there, sit with these considerations: A Project Plan should incorporate at…
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Proficient CS Ops Begins With Clear Ownership Responsibilities
Fresh eyes: help to see things anew. Sometimes when we are so close to something, we cannot see it for what it is. Or we get so into the details that we can miss what’s important: what does CS Ops actually do and what are their responsibilities? We can’t see the forest from the tr—I…
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You Are Building a Case Study
“You are building a case study here.” My boss told me this early in my time at GitLab. I’ve turned it over many times since. On the surface it sounds like encouragement. Look closer and it’s a warning. We didn’t hire you to run the playbook you ran somewhere else. We hired you because you…
Jeff Beaumont 