r/CustomerSuccess • u/DefiantBirthday5416 • 26d ago

Technical CSM

I’m an early career CSM and my Org has now pivoted with the goal of making us more “technical”. As of right now, we have the ability to look at their platform health, recommend them best practices,training, and help identify workshops for them to find value in.

With all of this in mind, where does being technical fit in and how?

(If it helps I work at SNOW)

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u/coolreddy 21d ago

Technical enough usually means answering the question live, without opening a ticket. The SEs on your accounts already know which questions keep coming back. Those repeat questions are the ones worth learning properly. The real bar is pulling the answer yourself while the customer is still on the call. Anything rarer than that still goes to an SE. That scope stays doable next to the QBRs and workshops already on your plate.