Org chart - high touch, enterprise with complex product
Contributor 

Updated by Heather Wendt
Hi All,
Curious to hear any and all thoughts from leaders that have built Success orgs for complex product that required a heavy implementation - I'm just putting together an org chart and see quite a few different possibilities. Our roles will likely include Solutions Architects, technical onboarders/TAMs, a CSM and perhaps an account executive still. Most of my concerns lie around designing a smooth customer journey and not overcomplicating roles/responsibilities. Given the complexity of our implementation, I do however think that CSMs will never fully merge with their more technical counterparts, nor do I think it's necessarily desirable. Would love to connect with someone that has gone through this process - thank you all you gurus out there!
Curious to hear any and all thoughts from leaders that have built Success orgs for complex product that required a heavy implementation - I'm just putting together an org chart and see quite a few different possibilities. Our roles will likely include Solutions Architects, technical onboarders/TAMs, a CSM and perhaps an account executive still. Most of my concerns lie around designing a smooth customer journey and not overcomplicating roles/responsibilities. Given the complexity of our implementation, I do however think that CSMs will never fully merge with their more technical counterparts, nor do I think it's necessarily desirable. Would love to connect with someone that has gone through this process - thank you all you gurus out there!