In many cases, CSMs are treated as a catch-all function by leaders in the scale-up space ($2M-$15M), stepping in to fill gaps across the organization due to business needs and the versatility of CSMs in customer-facing roles. This often leads them to handle tasks outside their core focus, such as billing issues, customer advocacy programs, support, documentation, and webinars. While these responsibilities are valuable for both customers and the business, it’s crucial to remember that as the organization matures and dedicated functions are built, CSMs should transition to a more strategic focus. This shift enables them to concentrate on proactive customer engagement and account growth, which drive long-term success. Understand the importance of the CSM Maturity Model and how to lead your CS team though essential bench-marks along the scale-up journey and learn how to correlate GTM Maturity with Customer Success.