Who collaborates with a Customer Success Manager to address a technical adoption barrier?

The Customer Success Manager (CSM) plays a critical role in ensuring that customers successfully adopt and derive value from a product or service. When technical adoption barriers arise, the collaboration with a Technical Engineer is crucial.

Technical Engineers possess in-depth technical knowledge of the product and can offer insights into how to overcome specific challenges that customers may encounter during adoption. Their expertise allows them to diagnose issues, propose technical solutions, and work closely with the CSM to implement these solutions. This partnership is essential because it enables the CSM to provide customers with tailored approaches that address the complexity of their technical environments.

While other specialists like Customer Success Specialists, Sales Engineers, and Solutions Product Managers also contribute to customer success, their roles are often more oriented towards general support, sales enablement, or product strategy rather than directly addressing technical challenges. Hence, the collaboration with a Technical Engineer is most directly aligned with resolving technical adoption barriers and ensuring that customers can fully leverage the product's capabilities.