Early stage SaaS companies (< $10MM ARR) start out with a one-stop-shop CSM role which makes sense when you’re getting a new product / company off the ground.

But the question that inevitably comes up is “when do we start to specialize roles?”

My answer is as soon as you can, and start by separating reactive from proactive responsibilities.

This typically means carving off implementation and support first.

These two functions are driven by outside factors, e.g. customer needs help now, or customer just bought and needs to go live now. So in the one-stop-shop model, the reactive responsibilities tend to take precedence over proactive outreach, adoption, expansion and relationship development activities.

How have you decided when and how to specialize customer facing roles in your scaling SaaS business? 👇


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