When one Account Manager learns something, the benefit should not stop there. Every customer interaction - from onboarding hiccups to renewal wins - is a data point that can help every other account. Just last month, a complicated question from one customer helped us solve a similar issue for another before they even asked. The more we feed our central knowledge base, the more that knowledge grows.
Getting to the Global View
Customer behaviors, partner feature requests, and roadmap confusion points are not just isolated events. When combined, they reveal patterns we can act on. I have lost count of the times I have spotted the same request bubbling up in different conversations. It is like déjà vu, but with a solution ready the second time around. It is one thing to know one customer has asked for a feature. It is another to recognize that five have asked the same thing in the last 60 days and the product team is already discussing it internally.Working on one account gives you a specific local view. Connecting across accounts gives you a global view. That is when you see which requests keep surfacing, where friction repeats, and how roadmap clarity (or lack of it) affects customer trust. Some of my favorite moments are when a teammate shares something in a chat or on an internal call that instantly clicks for someone else on a completely different account. Seeing the bigger picture lets us solve root causes, not just symptoms.
We do not just connect accounts - we also connect teams. Support, product, partnerships, AI, implementation…they all see important, but different, parts of the customer picture. A few weeks ago, a quick message in a Teams chat led to Support, Product, and Customer Success jumping on a call together. What could have been a drawn-out back-and-forth was solved in under 30 minutes. Because we talk to customers every day, we are in the best position to bring the right people into the right conversations and make sure insights flow in every direction. Internal syncs are not just meetings - they are where dots get connected, gaps get closed, and solutions get built faster.
Sure, we could all keep reinventing the wheel for each account… but I hear that is a slow way to get anywhere. Every time we work in silos, we miss red flags, lose insights, and create inefficiencies. Customers feel it, too - in slower answers, inconsistent expectations, and duplicated conversations, which lead to frustration and loss of trust. I have seen it happen when a small detail never makes it from one conversation to the next, and suddenly we are doing double the work to fix it.
Connecting Insights, Building Trust
In a relay race, it does not matter if one runner is lightning fast if the baton gets dropped. The same is true in Customer Success. Each account needs strategy, context, process, trendspotting, and relationship management to succeed. Those responsibilities might be handled by different people at different times, but the important thing is that they are always being handled, and someone, (in our case, Customer Success,) has central oversight of the entire relationship tying it all together.Strong teams are intentional about this. They know each other’s strengths, back each other up, and step in before a gap turns into a dropped baton. When that happens, customers get faster answers, the team avoids duplication, and the work flows more smoothly.
Winning requires trust, training, and the discipline to pass the baton at exactly the right moment. The same goes for Customer Success. When we connect our insights, coordinate our handoffs, and look beyond our own accounts, we deliver faster answers, stronger partnerships, and a smoother experience for our customers.
Success in Action
Our Customer Success team is a tight-knit group that works in sync. We know each other well enough to anticipate needs, jump in without hesitation, and trust that no one will ever be left holding the baton alone. Our Teams chat is always active with questions, quick wins, and lessons learned, so we are constantly learning from each other in real time.Our Friday team meeting is my favorite meeting of the week - we bounce ideas off each other, share wins, and laugh at each other’s silly jokes. That connection makes the work more rewarding, the wins sweeter, and even the challenges feel like something we can run with together.
Passing the baton well is faster, cleaner, and a whole lot more fun than picking it up off the track. And while it may feel cliché, teamwork really does make the dream work.