SaaStr: Field Delivery Engineers Replacing Traditional Customer Success — 'We Haven't Had a Great CS Experience in Years'
SaaStr·medium signal
SaaStr published a candid assessment declaring traditional Customer Success dead in practice, with FDEs (Field Delivery Engineers) delivering dramatically better outcomes. The piece traces how CS became a bloated, process-heavy function while FDEs — technical specialists who actually solve problems — are what customers now want. For builders: this signals that AI-native support tools that act more like technical specialists than ticket routers will win the replacement cycle.