From Buzzword to Framework: What it Really Means to be a Strategic CSM (CSM Playbook)

Every CS leader tells their team to be more strategic. Fewer can explain what that actually means in practice. In this episode of The Monthly Sync, KJ (Hook) sits down with Katie Denny (Adobe) and Brian Hackett (Canva), two CS leaders who've been in the weeds and at the top of the function. They get into what "strategic" really looks like day-to-day, why most CSMs already know what to do but still don't do it, and how to close that gap. Topics covered include: where the playbook helps and where it holds you back why reactive work isn't the enemy of strategic work how to tier your accounts in a way that actually frees up your time what separates CSMs who have a point of view from those who are just executing tasks If you're a CSM who wants to operate at a higher level, or a CS leader trying to build a team that does, this one's worth 30 minutes of your time.