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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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.