The CSM role gets highly scrutinized when increasing efficiency (and runway) become a priority. Before you nuke your CSM team for the sake of saving money, properly consider the long-term impact. Retention is what makes the SaaS business model work. See full post below
Interesting post... agree with the ROI logic and multi-year impact. Question is, what's a reasonable assumption of where GRR would be without the team... (we already know what GRR is with a team). Dealing with a counterfactual... CSM proponents would argue it would plummet, detractors might argue it wouldn't change that much...
https://www.onlycfo.io/p/the-future-of-customer-success