AI’s Impact on CSM Roles 💻

I'll tell you that there's basically 3 kinds of CSMs that are out there right now that are operating. There's the super technical CSMs that are focused on, you know, technical adoption and fixing problems and getting broken software to work and, you know, training their customers how to use really technical software. That's one type of CSM. Then you've got this kind of bridge CSM that is, you know, a little bit of that, but also a lot of process, right? They're all about getting the QBRs out and they've got, you know, a success plan that they're always working on and they've got a program that they're managing and they share spreadsheets with their customers on a weekly basis. And they're like, here's what we're gonna do. And maybe they see a customer once in a while and that's cool, but that's mostly, it's still mostly desk work. And then you've got the third type of CSM, which is more like what I do, which is a strategic CSM that, you know, you're involved at the highest levels internally with your sales team, as well as, you know, your post-sale teams on strategy. You know, you're meeting with your clients in the field, building relationships. You're building trust all the way up to the C-level, you know, depending on who you're meeting with. You're, you're doing QBRs still, but they're much more strategic QBRs and you're in rooms with very important people where they understand that we're talking about dollars here, like what you want and let's tie it to my product and let's create some dollar-based outcome for you. Right.