Org chart - high touch, enterprise with complex product

Petra Makaremi

Hi All,

Curious to hear any and all thoughts from leaders that have built Success orgs for complex product that required a heavy implementation - I'm just putting together an org chart and see quite a few different possibilities. Our roles will likely include Solutions Architects, technical onboarders/TAMs, a CSM and perhaps an account executive still. Most of my concerns lie around designing a smooth customer journey and not overcomplicating roles/responsibilities. Given the complexity of our implementation, I do however think that CSMs will never fully merge with their more technical counterparts, nor do I think it's necessarily desirable. Would love to connect with someone that has gone through this process - thank you all you gurus out there!