Between a Customer Success Manager (CSM) and a Solution Engineer (SE), which role typically involves more actual client-facing time? I know SEs spend a lot of time running demos, leading discovery sessions, and participating in technical deep dives during the sales cycle. On the other hand, CSMs are often running QBRs, holding frequent check-ins, and managing ongoing relationships post-sale. I’m curious what the general consensus is when you look at total FaceTime with customers over time. Whi
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This question is a lot more nuanced lol there is no clean answer but generally speaking: Pre-sales = SE, there is no CSM face time with customer whatsoever since there is no CSM on an account pre-sales lol. Post sales = more client facing time with CSM to manage the account satisfaction once the deal is closed, unless there are ongoing technical issues that require a standing call with the SE; also companies vary in terms of whether SEs even stay on with the customer post sale or if they get transitioned to a technical account manager or other post-sales engineer. Again every customer would also be difference since some require more technical hand holding than others