u/FractalFrieend

Some companies are merging Presales and CSM into one unified role (Customer Success Engineering at IBM would be an example): same technical person owns the customer journey from POC to adoption and expansion.

The arguments for it sound reasonable to me:

• No handoff complications, customer keeps one technical face
• SE already knows the architecture, why re-explain it to a CSM?
• Post-sale expansion is just another sales cycle anyway

Now I know that in this subreddit post-sales is less popular and many of are happier in pre-sales. My post is more about the value for the customers (or vendor).

Do any of you have experiences here?
Have you seen this work in practice, or does post/pre-sale get neglected?

For those forced into this hybrid model, did it broaden your skillset or burn you out?