TAM vs CSM: Navigating Customer Success Roles

CSM Practice - The Customer Success Podcast

Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer relationships for success in your organization. Get practical tips and valuable insights from industry experts.
Click here to watch the video on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Delve into the distinct roles of TAMs and CSMs for streamlined account management.
- Uncover practical strategies for overcoming challenges when merging technical and customer-centric tasks.
- Gain expert insights on optimizing customer relationships and driving success in your organization.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Sol is an experienced Technical Customer Success and Project Manager, with over 10 years of experience in Customer Success work, leading and developing customer-oriented projects (Including 365 integration in the Ministry of Health, Digital communities' project users and Step-Ahead users). Over 5 years of experience in Customer Success Management in different large scale organizations.
🔗 You may connect with Sol via LinkedIn: https://www.linkedin.com/in/sol-refael/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: What is a Customer Success Manager?
🎥 Watch: CS Tech Stacks from a Technical Account Manager
⏬ Download: Customer Success VS Customer Experience

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Whenever you’re ready, here are three ways to build, optimize, or scale your Customer Success practice:
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. Build Your CS Strategy — If you're a startup executive eager to elevate your Customer Success strategies, our Mastermind program is designed for you. Collaborate with leading customer success professionals to gain the clarity and tools needed to effectively implement and enhance Customer Success in your organization. Click Here
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章

1. Intro (00:00:00)

2. Differences of TAM vs CSM (00:01:58)

3. Ideal Role Structure (00:03:24)

4. Who Owns What? (00:04:22)

5. TAM Accounts & Relationships (00:07:47)

6. Renewal and Upsell Ownership (00:10:22)

7. Success Plans Collaboration (00:12:31)

8. Technical Decisions (00:13:38)

9. What makes a good TAM? (00:15:07)

10. Is TAM Reactive or Proactive? (00:16:09)

11. Avoiding Conflicts (00:17:04)

12. Compensation Plans (00:18:58)

13. Should TAM be involved in everything CS related? (00:24:01)

14. TAM VS Support Ticket Agent (00:25:52)

15. Why we need BOTH TAM and CSM! (00:27:10)