Focused Strategic (1:1 to 1:3) CSM Value

dianej27

I've been thinking a lot about how an extremely focused resource (1:1 to 1:3) could help our largest, most strategic customers achieve their goals and become stickier. 

Has anyone worked with a model like this? What are your thoughts?

I would also love to see any job descriptions for roles like this. I've done some online searching but so far have not found anything. If you have one, I would really appreciate it if you would send it to me!

Jeffrey Kushmerek

Diane - this is a good model and many orgs use this approach. Strategic Account Manager, TAM, and you apply those names to CSM. 

Rich Rans

Salesforce has a similar role.  I believe they call them Principal or Strategic Success Managers.
https://www.linkedin.com/jobs/view/principal-success-manager-at-salesforce-3399446573/
https://salesforce.talentify.io/job/strategic-success-director-senior-director-cmt---salesforce-jr146485

Chad Horenfeldt

Have you considered breaking out parts of the role? CSM, TAM etc..

dianej27

Thank you @Rich Rans! Those job descriptions are exactly what I have been looking for!

dianej27

@Chad Horenfeldt today we have the role broken out like that, with a CSM and TAM. The CSMs have 10+ accounts, and the TAMs are responsible for 5+ accounts, plus assisting other customers ad hoc when they are needed.

As an organization, we need to work on being more proactive. We have about 6 accounts that I would consider too big to lose, and I would like to improve the level of visibility and partnership we have there.  I wonder if having someone with a more laser focus on these accounts would make a difference in driving full value and heading off problems before they happen.

dianej27

Thanks @Jeffrey Kushmerek