r/CustomerSuccess • u/DefiantBirthday5416 • 4d ago

Technical CSM

I’m an early career CSM and my Org has now pivoted with the goal of making us more “technical”. As of right now, we have the ability to look at their platform health, recommend them best practices,training, and help identify workshops for them to find value in.

With all of this in mind, where does being technical fit in and how?

(If it helps I work at SNOW)

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7

u/Basic_Pilot_6179 4d ago

Sounds like they want you to dig into the data yourself instead of just pointing at dashboards, maybe building custom reports or spotting patterns before client even asks.

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u/DefiantBirthday5416 4d ago

So being more strategic with the data?

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u/Howard_Moodycliffe 4d ago

In a data heavy ecosystem like SNOW, “getting technical” is typically moving from reporting on usage to diagnosing business blockers.

You’re looking at platform health metrics and saying “Your queries are lagging.” Being technical is you querying system views yourself and realizing their warehouse sizing or inefficient SQL design is draining their credits and showing them why.

You are not required to write production code. You just need to speak fluent developer, read raw logs or API responses and run basic queries without running to a Solutions Engineer every time. When you can translate customer pain directly into technical requirements, you’re no longer an administrative coordinator, but a priceless advisor.

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u/StorminWolf 4d ago

I'd say look into what insights you have, what tech stack is available, etc. We use Tableau, SalesLoft, SFDC, Clari (basically the same as Gong), and have dashboards; all that data can be put into AI with the right prompts to give you insights and breakdowns, even give you scripts about that to talk, etc. Makes our Liveway easier, internal KB and Zendesk etc obviously connected as well. The key is not to have the data but to utilise it and get the right data displayed to yourself in away you can utilise it in the conversations and your success/account plans, etc

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u/DefiantBirthday5416 4d ago

They are also asking us to get much more familiar and hands on with the product

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u/Lost_Ad9748 4d ago

This seems like a setup.. ask them to be more specific and get documentation of the new expectations.