Hi All (and I 100% feel like I'm failing at replying to all:)Thank you for the thorough and thoughtful responses! Indeed, it is the consistency and customer experience I'm mostly concerned with. I do love the idea of a CSM being the project manager that proactively keeps an eye on the account throughout the entire journey, including implementation. One risk I see is, as Jarren points out, the time CSMs spend basically shadowing TAMs and/or Implementation Engineers while not actively engaging. Burnout is real and this may not be the most optimal use of their time. Vice versa, if customers exchange too many hands, will they have a solid relationship with the CSM once they finally make their way to them as the primary contact if we also want them to lead renewal? I don't necessarily think there is a right answer, we'll experiment and see what works best for us for the time being and report back as we iterate.
Thanks again!
Petra