1. Strong internal tools and tech stack with great integrations
2. Supportive team culture to grow and improve
3. Real investment into CSM strategy and growth from leadership
4. Complex accounts for strategy and relationship building
5. Managerial support during onboarding and beyond
Kontras
1. Tool sprawl is consisten across CSMs - many duplicative tools with less guidance or guardrails.
2. Book of Business can be a bit disorganized from previous CSMs - building a plan to attack the book is key, has to be customized.
3. Some documentation gaps between handoffs on accounts - tool stack lends to information being saved in various locations which is a bit tedious to wade though.