Why it's important to solidify roles and responsibilities

"Why do we have so many people assigned to our customers?"


Enterprise SaaS can get complex, but depending on the complexity of your product and customer relationships, you may need several roles.

There are three main areas of the customer relationship that need ownership:

1. Commercial - renewal, expansion
2. Domain - industry-specific expertise and guidance
3. Product - support, training, adoption

And across all three we're building relationships and driving toward customer outcomes.

Here's my take on the various roles that are involved.

And some additional resources you can use to figure this out for your business down below ?