SaaS execs - Do everything you can to prevent your CSMs from being introduced to customers as a support resource, a “one stop shop,” or a point of escalation for service issues.
Otherwise, you will find that you have a white glove, high touch, expensive and unsustainable extension of your support team. Your executive team / board will soon be questioning the return on this investment.
By giving CS a revenue number to own - directly or indirectly - you give them purpose and alignment to the business.
***
Congrats to all of the top Customer Success influencers named today in SuccessHACKER’s annual CS influencer report.
It’s so great to see our community growing and thriving, and how CS is making and meaningful impact on SaaS companies and beyond.
