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When your SaaS vendor provides access to a CSM, it’s important to understand the scope of the relationship and how to make the most of this resource. Here’s what you can expect:
1. First, let's set your expectations right
Your CSM is a dedicated resource to help you achieve success with the vendor’s product. The level of access you have to your CSM depends on several factors, including (not exclusive list):
- Your Investment: The amount you’ve spent with the vendor in comparison to other customers.
- Your Size: How large your organisation is compared to other customers. Are you a small, medium or large customer for the vendor?
- Growth Potential: The vendor’s assessment of your potential growth over the next 6-12 months.
These factors determine the level of support and attention you receive. While you may not have unlimited access, your CSM is there to provide strategic guidance, develop a roadmap (aka SUCCESS PLAN!!) together with you, and help you maximise the value of the product.
2. What Is Reasonable to Expect?
Here’s what you can reasonably expect from your CSM:
- Onboarding support: Assistance or guidance with setting up the product, developing a training plan for your team and ensuring a smooth start
- Strategic guidance: Creating a customer SUCCESS PLAN(!!!) (a roadmap for the next 12+ months), defining metrics and aligning the product with your business goals
- Proactive check-ins: regular meetings to review your progress, address challenges and explore new ways to use the product. This includes quaterly business reviews with executives from both companies.
- Issue resolution: your CSM is NOT SUPPORT, but should help with escalations
- Product updates: Keeping you informed about new features, updates and best practices
- Advocacy: Acting as your voice within the vendor's organisation
Your CSM is a partner in your success, but their availability will be balanced across multiple customers. It’s important to communicate your needs clearly and schedule time with them effectively.
3. Maximizing Your CSM Relationship
Many customers don't fully utilise their CSM to achieve their goals. To make the most of this relationship:
- Be proactive: schedule regular check-ins and come prepared with questions, challenges or goals
- Define success: THIS IS A BIG ONE. Clearly articulate what success looks like for your company and work with your CSM to create a plan (SUCCESS PLAN!!!) to achieve it. Ensure this is reviewed in your QBR's with executives agreeing and supporting.
- Leverage resources: Take advantage of training, documentation, and best practices
- Provide feedback: Share your experiences, both positive and negative, to help your CSM better support you.
Conclusion
Your CSM is a valuable resource, but their impact depends on how actively you engage with them. By working collaboratively, you can achieve your business objectives and maximise the value of the vendor’s products.