Hi Shari,We do that as a standard practice for large clients i.e. one Primary and one Secondary CSM for each account and they are involved for the whole client life cycle. I personally think it's a good idea, but there are also things to keep in mind while getting into it:Benefits:
With time, we have also created a Product Consulting team that helps with heavy implementations and PoCs.Given that you are only going to have 2 CSMs in the initial stages and transition it to full ownership to 1 CSM, it should be fine. Hope that helps!RegardsMadhur
We've had a lot of success when key accounts have two CSMs each with ownership of different LOBs. I've found that running a major account with various LOBs is almost like having a book with numerous accounts. The team keeps each other cc'd on all comms so everyone knows what's happening across the org and often join the other's calls. Not only does this help with knowledge sharing but it makes up / cross selling easier by leveraging wins from different parts of the org.
Allowing each CSM to own a part of the business has helped inspire a sense of ownership and healthy competition. There is also a shared quota which creates a lot of collaboration across the pod.
FYI this set up if specific to media sales so not sure if there might be some challenges to a set up like this when working in SaaS.