Small scrappy companies need CSMs who do everything, but enterprise-stage operations require specialization. Listen
Richmond described a CSM at a small company doing an annual business review, then a deep technical troubleshooting call, then an onboarding conversation, because people are still proving themselves in the market. He said that as Smartling moved to an enterprise localization play, that model had to give way to specialized roles.
“you got to be willing to do everything right.”
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From This CCO Won't Ask His Team What He Wouldn't Do Himself (And Why) ft. Jim Richmond (Smartling).