The Daily CSM Challenge: Juggling Many Customers

Oct 07, 2023

The Challenge of Managing Many Accounts

One common theme in our community is the growing number of accounts that CSMs handle.

Imagine being an SMB CSM in a large healthcare SaaS company with 250 accounts worth over $1,000,000.

That's a lot to manage, right?

Many CSMs share a similar struggle.

They are having a hard time building meaningful relationships with such large customer bases.

It can be tough to address individual needs when you're handling so many accounts.

So, how can you handle a large book of business like a pro?

Prioritization is key.

You can categorize accounts into tiers:

The goal is to focus where it matters most so you can make the most of your efforts.

Not all accounts are the same.

Some need a high-touch approach, while others are better suited for an automated, data-driven strategy.

Identifying which accounts fit into each category will help you allocate your resources effectively.

Scaling is critical as your company grows, and so is your book of business.

You must have a plan for scaling your CSM team alongside it.

This could involve hiring more team members, redefining roles, or using innovative digital solutions.

Technology, especially AI and digital solutions, plays a significant role in CSM.

While human connection is vital, AI can facilitate support, automate repetitive tasks, and ensure no account goes under the hood.

However, with great automation comes great responsibility.

Balancing the benefits of technology with the need for a personal touch is critical.

It's about finding the right mix for your unique book of business.

Regardless of your book's size, one thing remains constant – the goal of Customer Success.

It's not just about managing accounts; it's about ensuring each customer's journey is successful.

That means understanding their needs, goals, and potential for growth.

Adapting to the ever-evolving demands of a digital world will be decisive.

The key is staying flexible, innovative, and dedicated to customer satisfaction.

Change is here.

And you need to embrace it.

Develop your skills and focus on your customers’ success.

The path ahead may be uncertain, but it's full of opportunities.

Ensure you stay connected with the global CS community.

It’s the only way we can shape the future of Customer Success, together.

Hakan.