Shreesha Ramdas, CEO & Co-Founder at Strikedeck
Don't have time to listen to the full podcast with Bob?  No worries!  
​We have taken the key insights from the pods and put them into "Bite-Size" chunks.
Key quotes (play the relevant audio link to hear Shreesha expand on each point):
We've realised that it really does take a village to make a customer successful and the idea that one lonely CSM is going to do it all on their own really isn't very realistic. 
The type of profile and the person that we're looking for from a CSM - needless to say it's gotten more sophisticated.
We know that customers that get up and running quickly tend to be healthier long-term and renew at higher rates. 
So the customer health of a single CSMs’ customer base is a big part of what is reviewed with them and in part, how we evaluate the overall quality of the performance that they're doing on the job. 
A lot of the churn that we see is related to mergers and acquisitions.  Where you had a really strong champion and a great deployment but someone else comes in and buys that company and they're using a competitor, there often isn't anything you can do and you can't punish a CSM for that that's completely out of their control.
I've hired two CSMs with 100% Sales backgrounds who maybe weren't the best at closing new business but in terms of looking after a customer, maintaining that longer term relationship and also being able to position the product and speak to it in a way that's really effective - they've turned out to be brilliant CSMs.
Read the full podcast transcript below (please note that in some cases the wording has been slightly altered for ease of reading but the emphasis remains exactly the same):