Does anyone have an existing chart or visual that they like demonstrating the separate responsibilities between CSM and account management?
HI @Alan Rudolph
Here at Cloudinary, the Account Manager is accountable for the renewal, however most of the time, CSM involvement is a must. Reason being: The CSM knows best what is the current Customer challenges, financial health, future plans & goals.This is why we have automatic internal trigger to reach out one to the other towards (2 or 3 months ahead) the renewal date.Hope that helps.
For the Resolution (Customer Success should own the business relationship):
Against the Resolution (Sales should own the business relationship):