Escalation on accounts with no assigned CSM
Thought Leader 
Hi all!
We recently resegmented our accounts for CSMs at my SaaS company. We moved some into an SMB reactive bucket. There isn't an assigned CSM on these accounts. They have someone assigned to make quotes for them, but that's it. The question we're having is what is the best escalation pathway and who handles these accounts when there are issues that our tech support team can't support? i.e.- they want to cancel or they want to have a call to discuss their account
Currently, it is all going to the manager, but we need to create processes and define who handles what types of escalations.
Have any of you done something similar at your companies? If so, how have you managed it and built our processes for escalations?
We recently resegmented our accounts for CSMs at my SaaS company. We moved some into an SMB reactive bucket. There isn't an assigned CSM on these accounts. They have someone assigned to make quotes for them, but that's it. The question we're having is what is the best escalation pathway and who handles these accounts when there are issues that our tech support team can't support? i.e.- they want to cancel or they want to have a call to discuss their account
Currently, it is all going to the manager, but we need to create processes and define who handles what types of escalations.
Have any of you done something similar at your companies? If so, how have you managed it and built our processes for escalations?