Change Management: Customers Losing Their CSM
Expert 
We are raising the threshold at which we assign a CSM to an account.
For example, we used to assign a CSM to all accounts >1MRR.
As of 2021, CSMs will only be assigned to accounts >10MRR.
We will not grandfather in accounts or have a transition.
We will allow CSMs to retain select strategic accounts based on qualitative value and/or future MRR potential.
How have you messaged and orchestrated change management for this situation?
Thanks!
For example, we used to assign a CSM to all accounts >1MRR.
As of 2021, CSMs will only be assigned to accounts >10MRR.
We will not grandfather in accounts or have a transition.
We will allow CSMs to retain select strategic accounts based on qualitative value and/or future MRR potential.
How have you messaged and orchestrated change management for this situation?
Thanks!