Assigning 2 CSM's for 1 Account
Expert 
Hi GGR Fam,
Has anyone assigned 2 CSM's for 1 account? Does anyone employ a model/strategy where that might be applicable for some accounts and has it worked?
Some context:
Sales has a prospect in the pipeline that's soon to close and it will be a large enterprise account. We have plenty of big, key accounts in our book of business - but this one will have a particularly large engagement with us and their team(s) will be 60+. There will be a lot of heavy lifting, especially in the beginning. Therefore I am trying to decide the best path forward and create a playbook for this scenario since I believe we will see more of this in the future.
My thoughts:
1: Assign 2 CSM's to work in tandem on this account. Account plans, Joint Success Plans, onboarding, etc - would be a divide and conquer and ironed out prior to the start of the engagement. I'd want to ensure that everything moves seamlessly through the customer journey.
2: Both CSM's attend all kickoff calls (internal and partnership), collaborate on onboarding, then transition to the 1 CSM who will own the account.
Any thoughts? Suggestions?
TIA!
Has anyone assigned 2 CSM's for 1 account? Does anyone employ a model/strategy where that might be applicable for some accounts and has it worked?
Some context:
Sales has a prospect in the pipeline that's soon to close and it will be a large enterprise account. We have plenty of big, key accounts in our book of business - but this one will have a particularly large engagement with us and their team(s) will be 60+. There will be a lot of heavy lifting, especially in the beginning. Therefore I am trying to decide the best path forward and create a playbook for this scenario since I believe we will see more of this in the future.
My thoughts:
1: Assign 2 CSM's to work in tandem on this account. Account plans, Joint Success Plans, onboarding, etc - would be a divide and conquer and ironed out prior to the start of the engagement. I'd want to ensure that everything moves seamlessly through the customer journey.
2: Both CSM's attend all kickoff calls (internal and partnership), collaborate on onboarding, then transition to the 1 CSM who will own the account.
Any thoughts? Suggestions?
TIA!