CSM Tiers (aka CSM1 and CSM2)
I'm looking for insight from anyone who has deployed a CSM Tier model for strategic, complex or heavily matrixed accounts. Specifically, have you had a CSM1 (leading client strategy and retention) and CSM2 (executing on client deliverables) service a client? What has or hasn't worked with this model? What are the pros and cons? How have you measured success and client impact?
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@Matt Myszkowski I woud love to see the governance model you had in place -- even if you can sketch out on a high level. I am thinking about this model but am concerned about how to split out the responsiblities clearly.
@sunil nair Would you share any learnings from your experiences from Anaplan and Oracle? What worked, what didn't, how did the actual day to day play out?
Thanks!
@sunil nair Would you share any learnings from your experiences from Anaplan and Oracle? What worked, what didn't, how did the actual day to day play out?
Thanks!
Laurie Barlev
Founder, Barlev Success
www.linkedin.com/in/lauriebarlev
laurie@stanfordalumni.org
I've seen this done a couple of ways:
1) At Anaplan: They have a Customer Success Manager / Director, who is supported by a pod of technical account managers. The TAMs execute on 'run', so that the CSM can drive 'change'.
2) At Oracle: A Customer Success Executive on strategic accounts, with CSMs supporting individual pillars/services.
1) At Anaplan: They have a Customer Success Manager / Director, who is supported by a pod of technical account managers. The TAMs execute on 'run', so that the CSM can drive 'change'.
2) At Oracle: A Customer Success Executive on strategic accounts, with CSMs supporting individual pillars/services.
Hey @Karen Bros,
Interesting question - if I understand you correctly then yes I have expereince of this, albeit to cover a multi-geo enterprise customer. We, at Autodesk when I was there introduced a model for complex customers where a "primary" CSM would lead the account strategy but was supported by a "secondary" CSM, or even CSMs.
What I would say, you have to get buy-in from your CFO/FD as this could become a real additional cost not budgeted for but if you can somehow tie it back to improved retention, or increased predictability of retention then it is worth doing. Key is having a strict governance model both for how your account team will work and also how regional customer stakeholders will engage with your regional/secondary CSMs.
I will see if I can find a copy of the governance model we had in place.
Interesting question - if I understand you correctly then yes I have expereince of this, albeit to cover a multi-geo enterprise customer. We, at Autodesk when I was there introduced a model for complex customers where a "primary" CSM would lead the account strategy but was supported by a "secondary" CSM, or even CSMs.
What I would say, you have to get buy-in from your CFO/FD as this could become a real additional cost not budgeted for but if you can somehow tie it back to improved retention, or increased predictability of retention then it is worth doing. Key is having a strict governance model both for how your account team will work and also how regional customer stakeholders will engage with your regional/secondary CSMs.
I will see if I can find a copy of the governance model we had in place.
@Andrew Shoaff any learnings to share back with the community??
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Hi all,
Thanks for the time slots. Not surprisingly it's a bit hard to find a time for everyone in the short term. But 12:00pm EST next Wed, 5/19, looks like our best bet. Sam, I know this may be hard for you. My apologies. I've created a Zoom meeting for us. Info below. Please me know if you can't get this to work for you. You can also email me directly and I'll formally add you to the meeting invitation. Here's me: andrewtshoaff@gmail.com
https://calendar.google.com/event?action=TEMPLATE&tmeid=NG1lc3U4bG5rZ3BxOTczMmU0cDFtNm9zMjkgYW5kcmV3dHNob2FmZkBt&tmsrc=andrewtshoaff@gmail.com
Looking forward to speaking to you all next week.
Andrew
Thanks for the time slots. Not surprisingly it's a bit hard to find a time for everyone in the short term. But 12:00pm EST next Wed, 5/19, looks like our best bet. Sam, I know this may be hard for you. My apologies. I've created a Zoom meeting for us. Info below. Please me know if you can't get this to work for you. You can also email me directly and I'll formally add you to the meeting invitation. Here's me: andrewtshoaff@gmail.com
https://calendar.google.com/event?action=TEMPLATE&tmeid=NG1lc3U4bG5rZ3BxOTczMmU0cDFtNm9zMjkgYW5kcmV3dHNob2FmZkBt&tmsrc=andrewtshoaff@gmail.com
Looking forward to speaking to you all next week.
Andrew
Hi team
Best for me (being in New Zealand!) is after ~4.30pm EST.
I will work to accomodate a time that you all choose, however! I do not have a preferred day next week.
Many thanks
Sam
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Thanks for the offer, Andrew.
As of now, I can make the following work:
Tuesday 5/18: 5-5:30pm EST
Wednesday, 5/19: 12-1pm EST
Karen Bros
Director, Client Success
The Marcus Buckingham Company, an ADP Company
8350 Wilshire Blvd. Ste. 200 // Beverly Hills, CA 90211
c 612.719.8008 // tmbc.com
Creator // Stimulator
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Andrew,
Thanks for suggesting. Here are times that would work for me:
M 5/17: 4:30-5:30PM ET
T 5/18: 11-12PM ET, 4:30-5:30PM ET
W 5/19: 12-1PM ET, 2:30-3:30PM ET
F 5/21: 12-2PM ET
I look forward to discussing with you all.
Sincerely,
Laurie
Thanks for suggesting. Here are times that would work for me:
M 5/17: 4:30-5:30PM ET
T 5/18: 11-12PM ET, 4:30-5:30PM ET
W 5/19: 12-1PM ET, 2:30-3:30PM ET
F 5/21: 12-2PM ET
I look forward to discussing with you all.
Sincerely,
Laurie
Laurie Barlev
Founder, Barlev Success
www.linkedin.com/in/lauriebarlev
laurie@stanfordalumni.org
Hi. I would be interesting in discussing this as well. We have a set of clients that I need more than our large clients but are being managed mostly the same way. Would love some input on how others manage these top tier clients.
Please let me know if you would be able to share.
Please let me know if you would be able to share.
Laurie Barlev
Founder, Barlev Success
www.linkedin.com/in/lauriebarlev
laurie@stanfordalumni.org
Hi Karen,
I haven't seen this done exactly the way you are describing, ie CSM I / II. But I have deployed CS at large, complex organizations via different role specialties and functions. For example there may be Tech Account Managers, dedicated support, and a variety of other roles all reporting up through a CSM who acts more like a project manager and relationship owner. You could easily call these things CSM I, II and so on, but titles can help clarify boundaries to clients. This is a fairy complex topic so more than happy to jump on the phone anytime to walk through how I've done this sort of thing and who I've seen other co's do it.
Andrew
I haven't seen this done exactly the way you are describing, ie CSM I / II. But I have deployed CS at large, complex organizations via different role specialties and functions. For example there may be Tech Account Managers, dedicated support, and a variety of other roles all reporting up through a CSM who acts more like a project manager and relationship owner. You could easily call these things CSM I, II and so on, but titles can help clarify boundaries to clients. This is a fairy complex topic so more than happy to jump on the phone anytime to walk through how I've done this sort of thing and who I've seen other co's do it.
Andrew
The Oracle model works well for a company that offers a host of different services. Oracle could have ERP, HCM, POS, Clinical Trials, IaaS/PaaS - there's a multitude of services, and there's no way one person could be a CSM across that breadth. So you have a CSM covering their pillar, and the CSE that handles governance across the board.
The Anaplan model would work well for a single product/service - even if there are multiple engagements.