Aligning CS and Sales

Traditionally, what we typically see is alignment by segment. So for example you might have an Enterprise East and an Enterprise West Sales team, and they are aligned broadly with respective Enterprise East and Enterprise West CS teams. In this model, Sales and CS have two different reporting chains (IC>Manager>Director>VP>C Level). They are aligned by team, meaning as sales closes deals in their funnel, a closed deal will go to a CSM on their respective CS team, which CSM that goes to will depend on a variety of factors (geo, account load at the time, etc). So a CSM in Enterprise East would manage customers with multiple AE’s in the Enterprise East sales segment. 

What we are seeing more and more is alignment in terms of a “pod” between Sales/CS. So creating a structure where an AE/CSM own a set of accounts together, along with a designated Solutions Consultant, Product Manager, Support rep, etc. This would be being aligned at the account level. The idea here being that as these teams work closely together in the field, they develop deeper relationships, understand their customers better, provide more continuity in customer experience, and can uncover organic growth and grow their customers more naturally, and with less friction. In this model, we also see CS being brought in to pre-sales motions again to strengthen relationship, ease the hand off process, ensure continuity, etc. 

Hope his is helpful! Happy to discuss further.