Lovable, Harvey & Assembly AI: How the Fastest AI Companies Rebuilt Customer Success. And Why NPS and Activity Scores Are Dead

2026-06-10 · Source: SaaStrAI · Field: Business & Management — Corporate Strategy & Leadership, Operations & Process Management, Project & Product Management · Depth: Intermediate, quick

Summary

The SaaStr AI 2026 conference's Forward Deployed / Customer Success track highlighted a significant paradigm shift in post-sales strategies for rapidly expanding B2B AI companies, featuring insights from leaders at Lovable, Harvey, and Assembly AI. The session revealed that traditional Customer Success playbooks, developed over the past decade, are now considered obsolete. Specifically, the discussion centered on the inadequacy of conventional metrics such as Net Promoter Score (NPS) and activity scores, which are deemed ineffective for measuring value and engagement in the context of advanced AI deployments. The article details how these leading AI firms are fundamentally rebuilding their Customer Success approaches, moving beyond outdated frameworks to establish new, more relevant methodologies tailored to the unique challenges and opportunities presented by artificial intelligence solutions.

Key takeaway

For AI Product Managers or Customer Success leaders building B2B AI solutions, your existing post-sales playbooks and traditional metrics like NPS are likely insufficient. You should critically assess how your current Customer Success strategies align with the unique value delivery and adoption patterns of AI products. Prioritize developing new frameworks and metrics that accurately reflect customer success and value realization in an AI-driven landscape.

Key insights

Traditional Customer Success metrics and playbooks are obsolete for fast-growing B2B AI companies.

Principles

• Post-sales strategies require fundamental re-evaluation in AI contexts.
• Legacy metrics like NPS fail to capture value in AI deployments.

In practice

• Re-evaluate existing Customer Success playbooks for AI products.
• Explore new value-based metrics beyond NPS for AI solutions.

Topics

• Customer Success
• B2B AI
• Post-Sales Strategy
• NPS
• SaaStr AI 2026
• AI Adoption

Best for: Director of AI/ML, AI Product Manager, Consultant

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Editorial summary, takeaway, and curation by AIssential. Original article published by SaaStrAI.