How AI Replaced Me

For Oakland Review of Books, Stephanie Uchino-Beach writes about getting laid off at an education tech company that transformed into an “AI-first outfit.” As as customer success manager, she acted as a liaison to district administrators, school principals, and teachers. While AI could automate some of her tasks, what about the core responsibilities of her CSM role: building real relationships and understanding an educator’s needs? An AI sees data points, not people. This is a sobering read from a former tech worker living in the Bay Area, and an edtech company that has gone all in on AI and forgotten about its mission.

Before I went to work for Silicon Valley, I was a lot of things. A few jobs before this last one, I was an elementary school teacher in Chicago, helping kids learn to read, creating units, planning lessons, and buying supplies with my own money on the weekends, like countless other teachers around the country. I grew up on the Peninsula, and I made the move into Customer Success to get a job that would let me move home. Tech was never my dream; it was a means to an end. My dad studied computer science and still works in tech to this day and enjoys it, so it seemed like a satisfying and fruitful career was plausible. I figured that once I broke in, all my problems would be solved: I could get a house, have a kid, and fulfill every middle-class dream that had always felt slightly out of reach for a millennial like myself. 

And yet, job after job, I consistently left feeling unsatisfied. Unsatisfied by how I wasn’t growing and wasn’t developing my skills. Unsatisfied with poor managers who were just in the right place at the right time to be promoted but so often lacked the skills to provide the same success for their employees. Unsatisfied with how the products I worked on could do wrong by the communities we sold them to, even though every company said they were “mission-driven” and “put our customers first.”