Debunking the myths of tension between CS and Sales - ft. Dan Ennis & Brittany Rodriguez, Monday.com

The relationship between Sales and Customer Success is a tricky one. 

When sales and customer success fail to collaborate on the best way to achieve their goal of a mutually beneficial relationship with their customers, they end up fighting over territory. 

There are some key myths that can make it difficult for both sides to work together effectively. In this [Un]churned conversation, Josh Schachter, Dan Ennis & Brittany Rodriguez,  chat about the love-hate relationship of CS with the sales team and burst some popular myths around the same:

• Role & KPIs of Sales and Scale team at Monday.com
• The Love & Hate relationship of CS with Sales
• Sales representatives overpromise on the product and CS
• Sales & CS handoff at Monday.com
• Sales  representatives don’t care for CSM's need
• Fostering trust between the Sales and Scale team at Monday.com
• The sales team doesn't add value to the CS team

The article referenced in the episode: Four Myths That Could Be Hurting Your Relationship With Sales

“ Before ever working with the customer directly, the sales team creates a super detailed handover and a meeting is conducted to communicate that. This allows the CS team to be able to help break down silos by providing feedback to the sales team in case there is a disconnect from what was being communicated previously. " - Dan Ennis

“ Although the CSMs are focused on the adoption usage, the account managers are working on the growth and expansion, you need to continue to feed each other information as you are learning more about the business. ” -Brittany Rodriguez


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