Navigating Sales Expectations in Customer Success

This chapter highlights the tension between the roles of Customer Success Managers (CSMs) and Sales Development Representatives (SDRs), particularly when CSMs are drawn into sales activities. It examines cultural differences between Europe and the U.S. regarding sales careers and their impact on CSM performance. The discussion emphasizes the nuances of upselling, effective client engagement, and the resource challenges faced by organizations in balancing customer success investments with sales and marketing.