"Our customers are calling our CSMs instead of support."

By Jay Nathan
 / Published December 20, 2019

"Our customers are calling our CSMs instead of support."


💩The CSM role is ill-defined, nobody knows what it does so it devolves to an extension of support.

💩The implementation team is introducing the CSM after onboarding, so the customer thinks it's another technical resource.

💩Support is overloaded and can't handle more complex requests.

Once CSMs are in reactionary mode - responding to customer requests - they are no longer strategic actors for customer or the business. And it's difficult (not impossible) to take this away from customers after they have it.

To maximize the value of #customersuccess teams we have to get them **out of the support loop** so they can:

- reinforce the value of our product/company

- provide best practice consultation

- identify expansion opportunities

Who has pivoted away from this model? Would love to hear some success stories.

About the Author

Jay’s focus at Customer Imperative is on developing the team to deliver highly impactful revenue growth and customer experience outcomes for world-class clients as a thought leader in the customer success industry. See full bio ›

Schedule a Free Customer Success Evaluation

We consult exclusively with B2B software companies of any size, specializing in defining and implementing revenue growth strategies through customer success.
Early Stage
We are market ready. Customer success is next. 
Schedule Consultation
Growth Stage
We need customer success to meet our growth goals.
Schedule Consultation
Mature Stage
We need to evolve to next generation customer success.
Schedule Consultation

Participate in the Discussion

Subscribe and join over 4000 followers for customer success content