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I have worked in b2b selling to enterprise or midmarket for my whole career, so individual customers are generally noticeable amounts of revenue. And our lowest end customers have CLVs in the 250k+ range. So that obviously influences my view of whether CSMs have org-wide impact.

I can see how that differs with a different business model, but I don't see how you can simultaneously believe CSMs don't have leverage, but salespeople do. In a business -- particularly in a saas model -- where you have CSMs and AEs, CSMs have more leverage, because you probably barely break even on year one of a customer.