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EP014 Killing the CSM Role: TAMs, Forward-Deployed Engineers, and more
Is the CSM role actually dead? Jay and Jeff unpack Chad Hornfeld's viral Avoca post on replacing CSMs with Technical Account Managers and forward-deployed engineers — and what it means for how Jeff is hiring at Junction right now. Plus: Jay's weekend-built HubSpot dashboard, why Claude is winning B2B, and rebuilding onboarding around the patient journey.
KEY TAKEAWAYS
The CSM role is splitting in two: The emerging model pairs a Technical Account Manager with a forward-deployed engineer. Commercial motion moves elsewhere — deep technical fluency and account growth are hard to do well in one…
The skinny
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