Lovable just raised $330M at a $6.6B valuation, led by CapitalG and Menlo Ventures’ Anthology fund, with a long list of “future of work” investors joining in. (Source: Lovable Blog)
This is not “another AI tool got funded.”
This is the market betting that non-engineers will ship real software at a scale that used to be impossible, with Lovable claiming 100,000+ new projects per day and 25M+ projects in year one.
The Real Shift: Your Customers Will Build Around You
Your users will not wait for your roadmap.
They will build side tools, workflows, dashboards, and lightweight apps that “fix the gap” faster than you can.
That changes Customer Success in one sentence:
Retention is now about managing the system customers build, not just the product you sell.
If you’re already fighting messy usage, ghosting, and surprise renewals, start with your baseline numbers using the Net Revenue Retention (NRR) Calculator and be honest about where you’re leaking.
Why This Matters For Customer Success
When customers can build fast, three things happen:
They create “shadow workflows” that become business-critical.
They expect your team to support outcomes that are not in your product.
They churn faster when their internal build breaks and nobody owns it.
Most CS teams will react too late, then call it “adoption issues.”
It’s not. It’s governance, ownership, and risk.
If you want to stay relevant in the age of the builder, you need a simple operating system for “customer-built software” before it becomes your next churn event.
Paid members get the exact playbook, scripts, and templates to roll this out without creating chaos.