Customer success role specialization

How do you train CSMs to be good at upgrades, renewals, thought-leadership, training, and leading product discussions?

You don’t…

In early stage SaaS companies, customer success fills a lot of gaps.

And we hire unicorns that can do all these things well enough.

But as we scale these become discrete job functions:

– onboarding
– community
– consulting
– expansion
– renewals
– adoption
– training
– support
– upsell

The “jack of all trades” model will eventually burn everyone out. It’s difficult to scale, and we miss opportunities to satisfy, retain and grow customers.

What cues do you look for when deciding where to specialize roles?

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