[xp84]

Our CSMs honestly are some of the hardest working and sweetest people I know. They take a sooo much guff from customers, and yet all they can actually do is lobby the product group to plead the case for what their customers are asking for (or beg for someone like me to figure out some weird bug/bad data etc.)

[dxdm]

Absolutely, customer support are usually quite busy between a rock and a hard place, without much power to affect change. But, hey, slap a "success" and "manager" label on, and everything is automatically better, isn't it? That's what I mean.

[xp84]

Oh I see you’re welcome hat you were getting at. In a SaaS company, at least the kind I know, those are two very separate functions. CSMs are assigned accounts, and they proactively meet with you monthly or at some appropriate cadence to make sure you’re using the software well and don’t have any concerns. The idea being that if you are using it unsuccessfully, you’re more likely to just not renew your contract. They are evaluated on whether their accounts renew vs. churn.

Support are a separate group, they answer emails to support@, open tickets to investigate, etc. They do communicate with your CSM to tip them off if you’re having a hard time.