This is one of my core principles when building post-sales teams, and it’s consistently proven true: Always hire people who are more technical than the role initially demands.
In SaaS, complexity is not a future state; it’s an certainty that arrives faster than any roadmap predicts. A new integration, an unexpected customer use case, or a subtle change in your API can instantly transform a simple "customer support" role into a complex technical investigation. When that happens, you don't want a team that can only file a ticket; you want a team that can diagnose the problem.
Prioritizing technical aptitude leads to stronger problem-solving capabilities. A CSM who can read an API doc, understand a database schema, or write a simple script isn't just solving an issue faster. They are building trust with customer engineering teams, providing higher-fidelity feedback to your own Product org, and solving entire classes of problems before they need to be escalated. They are a force multiplier.
Don't hire for the job you have today. Hire for the inevitable, complex problems you'll have in six months. That's how you build a team that scales with challenges, not just with headcount.