Too many CSMs say they want to be strategic but still treat Support like a dumping ground for problems. They escalate without context. They forward frustrated customer emails with no background. They assume urgency without understanding priority. They treat Support like a ticket machine instead of a strategic partner. That has to stop. You cannot be a strategic CSM if your support team dreads seeing your name pop up. Support is one of the hardest jobs in any company. They handle frustrated...

You manage a large portfolio of accounts. Every client has their own Slack channel. Every day, things happen in those channels. Issues get flagged. Decisions get made. Blockers appear. Most of them you never see. Not because you don't care. Because there are 100+ channels you need to monitor and you have many other priorities. That's not a communication tool. That's a firehose. For a long time, I accepted this as the cost of doing business in CS. You catch what you catch. You rely on your...

I shared on LinkedIn that I built an automated weekly report for my CS team . It tells each person on my team where their time went, what they did well, where they need to improve, and what to prioritize next week. A lot of people asked: how does it actually work? Here's the full prompt I use in Claude Code. This runs every week and generates a personalized report for every person on my team, then drops a Gmail draft in each person's inbox automatically. Claude code prompt that I use to...