I've been thinking a lot about segmenting the CS team, perhaps having specific CSM's for initial onboarding, and others for adoption/strategic conversations.
I find that it's hard to be an expert at all stages of the buyer's journey, and members of my team naturally gravitate to the things they enjoy more. Some like the process part of onboarding, while others want to get into the weeds of the customers organization. I see a huge benefit in having Jacks and Masters of one trade.
Can anyone share a successful segmentation strategy they've implemented? Would love to learn what worked (and what didn't!)