What Lovable, Harvey & Assembly AI Are Doing in Customer Success That Traditional SaaS Isn't

SaaStr·medium signal

At SaaStr AI Annual 2026's FDE/CS Summit, leaders from Lovable, Harvey, and Assembly AI described a customer-success model that abandons the decade-old B2B CS playbook — leaning on forward-deployed engineers (FDEs) embedded with customers rather than scaled CSM teams reading dashboards. The fastest-growing B2B+AI companies are treating implementation as a product-engineering function. For builders, it signals that in AI-native SaaS, technical onboarding and customization is the retention moat, not relationship management.