SaaStr: Converting CSMs to Forward Deployed Engineers — The Emerging Role Hybrid for AI-Agent-Native Sales

SaaStr·low signal

SaaStr addresses the trending question of whether Customer Success Managers can be converted to Forward Deployed Engineers as AI agents take over traditional CSM tasks. The answer: only in very specific cases — it usually means hiring a different type of person. This signals a broader organizational shift where the FDE role (hands-on technical deployment) is replacing the CSM role (relationship management) as AI agents handle onboarding, monitoring, and account health autonomously. Companies running AI-first GTM need FDEs who can get agents live in hours.