The Four Roles Hidden Inside "the CSM"

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Most SaaS companies under $50M ARR ask one person — "the CSM" — to be Operator, QA Lead, Account Manager, and Process Architect at once, then are surprised by inconsistent quality. The post defines each role, explains what each is accountable for, and makes the central argument: the four roles do not have to be four separate people, but they must be separated logically even when combined physically. Includes guidance on which roles can safely be combined at which company sizes, and the ratio guidance from the playbook (roughly one QA Lead per four to six Operators).