CSM Practice - The Customer Success Podcast Account Managers vs. Customer Success Managers (CSM's)
Both Account Managers and Customer Success Managers play an essential role in building relationships and maximizing value with and from customers, yet their roles are highly distinct. You might probably see some overlaps between the two roles, but Account Managers and Customer Success Managers have different approaches and responsibilities.
Jeffrey Heckler, Director of Customer Success Solutions at MarketSource, provides an in-depth overview of what Account Managers and Customer Success Managers are and how they differ in terms of goals and target metrics. Jeffrey goes over the different roles and responsibilities that each position plays throughout the customer lifecycle journey, such as:
- Who owns the commercial responsibility and commercial KPIs
- Who owns the renewal process
- Who organizes and attends QBRs
Jeff also shared some slides that illustrate how the two roles interact together and how the synergistic relationship benefits the company when they work together.
Listen to the full episode to learn more!
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Additional Resources:
⏬ Download: Account Manager vs. Customer Success Manager
https://bit.ly/3Tgw30q
📑 Blog: What is a Customer Success Manager?
https://bit.ly/49Qrv6v
📑 Blog: Who should own the Renewals and Upsells? Sales or Customer Success?
https://bit.ly/3UYaGCo
📑 Blog: Why Should Sales Care About Customer Success?
https://bit.ly/3T0rbLN
🎥 Video: Sales or Customer Success — Who should own existing accounts?
https://bit.ly/3OZaYVF
🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success?
https://bit.ly/48IrQXL
🎥 Video: CSMs Overflow Option?
https://bit.ly/48ygJAF
🎥 Video: Hiring the right Customer Success Managers
https://bit.ly/4bZOIow
⏬ Download the Framework: Renewal Owne
👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.
2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.
3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.
📌 Visit our Website - CSM Practice