Prithwi (19:15)

We have a lot of examples of organizations starting CS and still being challenged by moving from a support mindset to a value-driven mindset itself. And then they also have account management.. they also have sales.. Are you also seeing.. within the CS team these new roles sort of evolve? Because one person obviously can’t do necessarily all of these things.

Donna Weber

Well, there are two things going on.. as our industry matures, we’re getting clear about what kind of roles we need, but it also depends on what’s going on with your company. So if you’re at a small startup, guess what? You’re probably a generalist wearing many hats.

And as your company matures, then you’re gonna start segmenting and specializing. So you need to segment your customers and not treat them all the same. And you can’t do that at scale. So, as a company grows, then you need to start moving away from these generalists into specialists. So you might have a team of customer success managers and you’ve got some who are more strategic, who know how to be those trusted advisors and identify the triggers and drive that business transformation… so it’s more about being agile and iterative and adjusting as needed.