Determining the right relationships to build internally

This section in no way provides a complete and all-encompassing list because every organization has very nuanced roles depending on its structure or the industry and persona of its customers. Fostering strong relationships with people on each team on this list will ensure you get the support you need, achieve the best results, and extend your influence as far as possible as a CSM.

Let’s look at some of the most important internal relationships a CSM should cultivate.

Product development and engineering

Building relationships with the product and engineering teams is crucial because it bridges the gap between customer experience and product development. This connection offers a direct line to the technical nucleus of the product, granting CSMs insights into its capabilities, limitations, and the roadmap for future features. Such understanding is vital for setting realistic customer expectations and providing informed...