Practical CSM

Practical CSM Practical Customer Success training and certification, built on Rick Adams’ Practical CSM Framework.

Practical CSM provides Customer Success training, professional certification, CPD, workshops and team development worldwide.

Where should the Customer Success leader sit within an organization?There isn't a one-size-fits-all answer.In this discu...
21/08/2026

Where should the Customer Success leader sit within an organization?

There isn't a one-size-fits-all answer.

In this discussion, we explore how company size, business model, and the importance of renewals can influence whether Customer Success reports to the CEO, COO, or a Chief Customer Officer.

Watch the video linked in the comments section.

20/08/2026

AI-native companies aren't just changing software.

They're changing how post-sales teams are built.

In this webinar clip, Minna Vaisanen speaks with Andrea Bumstead about how AI-native companies are rethinking post-sales and why Forward Deployed Engineers have become central to that transformation.

She explores three key ideas:
- Why early-stage AI companies consolidate multiple post-sales roles into one.
- Why Customer Success becomes increasingly important as those companies scale.
- Why the Forward Deployed Engineer role may evolve as AI technology matures.

If you're leading a Customer Success team or thinking about the future of post-sales, this is a discussion worth watching.

🎥 Watch the clip below.

Get the CS leaders guide to forward deployed engineers here: https://fde.csimpact.ca/

A Customer Success team without a clear strategy is busy, but not always effective.A strong Customer Success strategy co...
13/08/2026

A Customer Success team without a clear strategy is busy, but not always effective.

A strong Customer Success strategy connects day-to-day activities with the company's broader goals, helping teams prioritize the right work and measure what matters.

Watch the video linked in the comments section.

Leading and lagging indicators tell different parts of the Customer Success story.Leading indicators help predict future...
06/08/2026

Leading and lagging indicators tell different parts of the Customer Success story.

Leading indicators help predict future outcomes. Lagging indicators show the results you've already achieved.

Understanding the difference helps teams take action before problems become business outcomes.

Watch the video linked in the comments section.

04/08/2026

Not all Forward Deployed Engineers do the same job.

One of the biggest misconceptions about this role is assuming every company uses it in the same way.

They don't.

In this webinar clip, Minna Vaisanen speaks with Andrea Bumstead about the three main Forward Deployed Engineer models Andrea identified during her research.

From Palantir’s original approach to AI-native startups and frontier AI companies, each model has different responsibilities and business goals.

Understanding these differences helps explain why the role is evolving so quickly.

🎥 Watch the clip below.

Get the CS leaders guide to forward deployed engineers here: https://fde.csimpact.ca/

Clear outcomes are the foundation of Customer Success.If success isn't clearly defined, it's impossible to measure progr...
23/07/2026

Clear outcomes are the foundation of Customer Success.

If success isn't clearly defined, it's impossible to measure progress or demonstrate value.

In this discussion, we explore a simple framework for defining customer outcomes using three key elements: quality, quantity, and deadline.

Watch the video linked in the comments section.

21/07/2026

Forward Deployed Engineers combine technical expertise with customer-facing skills.

But what does it actually take to succeed in this role?

In this webinar clip, Andrea Bumstead shares the key skills identified through her research into Forward Deployed Engineer job postings and explains why this role commands such high salaries.

Key points covered:
- Why coding is only one part of the role
- The importance of customer communication
- Making decisions under ambiguity
- Understanding customer workflows
- Building evaluation frameworks for AI
- Why domain expertise matters

The core message is simple.

A great Forward Deployed Engineer is more than a software engineer.

They combine technical expertise, business understanding, and customer communication to deliver real outcomes.

When is onboarding actually complete?Many teams treat onboarding as the finish line. In reality, it's just the starting ...
16/07/2026

When is onboarding actually complete?

Many teams treat onboarding as the finish line. In reality, it's just the starting point.

In this discussion, we explore the difference between onboarding, adoption, and value realization, and why Customer Success should guide the process rather than do it for the customer.

Watch the video linked in the comments section.

15/07/2026

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/

Getting time with senior stakeholders isn't about asking for a meeting. It's about giving them a reason to say yes.In th...
09/07/2026

Getting time with senior stakeholders isn't about asking for a meeting. It's about giving them a reason to say yes.

In this discussion, we explore practical ways to build credibility, leverage existing relationships, and demonstrate value before engaging executive stakeholders.

Watch the video linked in the comments section.

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