Transactional/ Consumption based Customer Success

Katie Barthelmes

Hi community,

I am building my second transactional/consumption based customer success team.  I have always found explaining, building roles/responsibilities between sales/csm is difficult in these type of models. With each user being automatous and sitting in the sales org, the lines between enterprise reps and csm is blurred. Without contracts, ongoing revenue and "closing deals" is extremely important which puts hyper focus on sales numbers.

Is there anyone who is experience is this model? 
How did you define the roles and responsibilities? 

Love to pick some brain's out there on their experiences!

Thanks!

Katie