From my time as a CSM I would definitely say that if your product is not perfect your customers experience with you and your team will be what keeps them coming back and renewing.

Lets be honest… no startup has ever released a perfect product so its the CSMs job to provide a fantastic customer experience.

These are ways you can provide an excellent customer experience without a perfect product:

1. Providing industry related thought leadership to your customers
2. Partnering with your customers objectives and making it happen
3. Having those customers come to you with questions on their business objectives
4. They have probably been frustrated in the past with slow service and push back, be the opposite

Ensuring this relationship with your customers will show that they didnt just buy a software, they bought a partnership as well.