In our region, we have one CSM and one CXM. In theory, their responsibility should be to drive customer expansion and manage renewals. However, in practice, their weekly activities mainly consist of casual conversations with clients—grabbing coffee, bringing back customer feedback, and then attributing any issues to product or solution gaps. These are then handed off to SEs or data scientists to develop solutions or proposals. Their main follow-up action is simply scheduling the next customer visit and attending meetings, which they record as their weekly accomplishments.
What’s more concerning is that even for events like Innovation Day, they are unable to present independently and need to request support from SEs or data scientists to explain products or AI capabilities. They are also unable to conduct basic training sessions on their own. Their role seems limited to client engagement, collecting issues, and setting up the next meeting—while relying entirely on others for the actual work.
If the customer is dissatisfied, it's the product or solution that needs improvement. But when there are successful outcomes, they claim credit. They act like salespeople but aren’t required to commit to any numbers. Despite being "Customer Success Managers," they have very limited knowledge of our own products and solutions.
Is it the same with your CSMs or CXMs? What real value is this role supposed to deliver?