Enhance my CS Team or Hire More CSMs

Cody Member Posts: 4 Navigator
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edited February 16 in Strategy & Planning

My company is going through a transition where historically our CS org was more of a high-touch consultative program in support of a SaaS application but now going to a more tech-touch true SaaS motion and fewer consultations.

With that said this transition will happen slowly over the next 6-8 months. In the meantime, I'm trying to decide if I should hire more CSMs to meet the demands of the current customer base or enhance my team by hiring more Analyst, Support Team, and Operation specific roles.

Right now our biggest challenges are data imports and management, support (high touch customers), and customer QBR creation.

Would love some thoughts on best CS structure and strategy here.

Kimmie Harrington


  • JLondon
    JLondon Member, CS Leader Posts: 4 Navigator
    Name Dropper First Comment Photogenic

    @Cody - I'd be very interested in participating in a round table on this topic. Happy to share my perspective and would appreciate hearing from others too.

  • LaurenWood
    LaurenWood Member Posts: 1 Navigator
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    @Cody I've gone through this transition a few times and have a lot to share!

    In short, you need to focus on actions that scale and build the team to support those actions. An operations and data expert will be essential to giving you leverage by helping you to effectively segment customers and automate actions. Simply hiring CSMs will be inefficient and costly.

    I'd be happy to chat about this live, here's my calendar: https://calendly.com/hellolaurenwood/30min