Practical CSM

Forward Deployed Engineers have become one of the fastest-growing roles in Customer Success.

But what exactly is a Forward Deployed Engineer, where did the role come from, and why are so many AI companies hiring them today?

In this webinar clip, Andrea Bumstead explains the origins of the role, how companies like Palantir pioneered the model, and why AI-native software has made it one of the hottest jobs in post-sales.

Key points covered:
- What a Forward Deployed Engineer actually does
- Why the role originated at Palantir
- Why AI-native software changed everything
- Why the number of job postings has exploded
- How the role differs from a traditional Customer Success Manager

The core message is simple.

Forward Deployed Engineers don't just advise customers.

They work alongside them to build, configure, and deliver real outcomes.

Learn more about Andrea Bumstead's work at https://csimpact.ca/

Improving Customer Success is not about doing more work.

It is about doing the right work better.

In this webinar clip, Rick Adams explains how Customer Success teams should approach improvement, from systems and tools to skills and ex*****on.

The focus is not just activity.

It is effectiveness.

📌 Key points covered:

- How to improve Customer Success systems
- Why observing current processes matters
- How to identify inefficiencies
- The role of tools, training, and AI
- Why improvement starts with understanding reality

The core message is simple.

You cannot improve what you do not understand.

Start with what is really happening.

Then improve it.

AI is changing how Customer Success teams work.

But not in the way most people think.

It’s not about replacing Customer Success.

It’s about freeing up time.

In this webinar clip, Rick Adams explains how AI can help Customer Success teams reduce manual work and focus on what actually matters.

Human interaction.

📌 Key points covered:

- Why AI should be embraced, not ignored
- How AI reduces administrative workload
- The difference between automation and human interaction
- Why Customer Success should focus on relationships
- How AI creates time for strategic thinking

The core message is simple.

Let AI handle the work.

So you can focus on the customer.

Customer Success is often misunderstood.

Many teams focus on product usage, activities, and internal tasks.

But customers don’t care about that.

They care about value.

In this webinar clip, Rick Adams explains what customers actually want from Customer Success and why understanding this is critical.

The key is not doing more.

It is doing what matters.

📌 Key points covered:

- Why Customer Success must focus on customer value
- What customers actually expect from CS teams
- Why product knowledge is critical
- The difference between internal and external value
- How understanding value changes Customer Success strategy

The core message is simple.

Customer Success is not about your product.

It is about making your product valuable to your customer.