Ray Rauch, VP of Customer Success at Concord - Evolution of the CSM The Customer Success Channel

In this episode, our host Anika Zubair chats with Ray Rauch, VP of Customer Success at Concord, about the evolution of the CSM.

Customer success has been a discipline for over 10 years now and what started out as a proactive account management position has now evolved. Companies have teams, including customer marketing, account executives and product managers who work directly with CS to deliver a customer first product roadmap. CS has now become the heart of most SaaS organizations and the role of the CSM is more important than ever before.

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