Building out Public Sector CS Team to support Public Sector Customers

Rachel Bourland

Hey GGR Leadership Community!

I am building out a specialized CSM team that will support only public sector customers~ historically, we lumped together both private and public customers but have found that these customers' buying cycle, adoption, and growth trajectory differs and requires specialization to best support them.  

Has anyone built out a public sector CSM team before and can share lessons learned about this space? I am curious on the net retention side~ if your focus with CSMs are more on land & expand and driving growth at renewals since off-cycle expansion with public sector is a bit more restricted due to fiscal year budgets, grants, approvals, RFPs, etc.  

Thank you,
Rachel