Account Managers vs. Customer Success Managers (CSM's)
Manage episode 358960469 series 3460873
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!
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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 Ownership Guideline by Boaz Maor
https://bit.ly/3IpN2XO
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1. Enhance Your Customer Success Approach — Grab a free copy of our Customer Success templates and infographics to streamline your strategies. Click Here
2. Join Our YouTube Community — Explore Customer Success insights and strategies with industry experts. Learn from professionals about optimizing partner relationships in the tech sector. Click Here
3. Work With Our Team Privately —
If you are an executive working for a tech company, and you would like to work with our team to take your go-to-market growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. Click Here
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