Pooled CSM work can look simple from the outside: more customers, fewer named relationships, more shared coverage. Inside the work, it is more interesting than that.
The pool is where patterns become visible. You see the same friction points arrive in different shapes. You learn which customer questions need a better answer, which workflows need a cleaner handoff, and which signals deserve attention before they become escalations.
Splash is where those observations will live. Not customer stories. Not confidential account details. Just the practical thinking that comes from working close to scale: how to listen, how to route, how to write better knowledge, how to design moments that help customers move forward.
The goal is simple: become a better CSM in public, without making private work public.