Customer success is two jobs now, and AI is pulling them apart. The commercial job, renewal and expansion, belongs with the CRO. The adoption job belongs with the CPO, because getting a customer to the outcome means changing the product: the onboarding, the support agent that answers millions of questions, and the engineers who fix live deployments.
The forward deployed engineers already point the way. Atlassian said this month its FDEs write production code at the customer and speed up the customer request to delivery, which is a product number, not a services one. Put the adoption half of customer success in the same org, and a finding from the field can become an eval row the same day.
The full argument, including the hop count to run this week and why the terms for taking knowledge back from customers are a product policy, is Atlassian Says Its FDEs Aren't a Services Business. Put the Field Under the CPO., part 7 of The CPO Transition. The whole system, all five seats, is The Product OS.