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6min chapter
Jay Nathan’s Take on CS
Gain Grow Retain
How to Structure a CSM in a Startup
I like to see a good separation between onboarding and ongoing customer access management. CSM's are quote unquote full stack CSM's that may work when you're in a startup with 10 or 20 people. That does not scale. 100% certainly separate your support team from the rest of your customer success team, right? Because support needs have a very close tie into the product organization. And again, with as little effort as possible on the customer's part. But the most important thing is as results conversations, success planning, having those proactive engagements where you're working with the customer to measure their results and coach them on how to do better.
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