ACCOUNT MANAGERS vs. Customer Success Managers (CSM's)
#AccountManager #CustomerSuccessManager #CustomerSuccess #csmpractice
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.
Watch the video to learn more:
00:00 Intro
02:12 AMs and CSMs Differences
04:15 Synergy Between the Two Roles
07:01 Commercial Responsibility and KPIs
08:27 Customer Lifecycle Phases Slide
14:57 Different Processes Ownership
17:56 Tips and Recommendations
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Additional Resources
⏬ DOWNLOAD THE FRAMEWORK: VECTOR COMMERCIAL RESPONSIBILITY:
Renewal Ownership Guideline by Boaz Maor
https://www.csmpractice.com/renewal-o...
📑 Blog: What is a Customer Success Manager?
https://www.csmpractice.com/customer-...
📑Who should own the Renewals and Upsells? Sales or Customer Success?
https://www.csmpractice.com/who-shoul...
📑Why Should Sales Care About Customer Success?
https://www.csmpractice.com/why-shoul...
🎥 Video: Sales or Customer Success — Who should own existing accounts?
SALES vs. CUSTOMER SUCCESS — Account ...
🎥Video: Who should own the Renewals and Upsells? Sales or Customer Success? | Boaz Maor
Renewal Ownership | SALES or CUSTOMER...
🎥How does a customer success manager NOT become the catch-all for every support/sales request?
CSMs: Overflow Option
🎥 Video: Hiring the right Customer Success Managers
Steps in HIRING the Right CSM (Custom...
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Need to hire an AM or CSM? Looking for your next job as a CSM?
Customers Success community members were asked which recruiters they recommend for hiring CSMs. You can use this list whether you are searching for an experienced CSM job or hiring for one.
⏬ Download: CSM recommended Recruiters List
https://www.csmpractice.com/recruiters
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
CSM HIRING PROCESS
Need help defining your CSM staffing plans, optimizing your hiring process? Reach out to CSM Practice to optimize your methodologies around hiring CSMs or AMs.
☎️ Contact us now: https://www.csmpractice.com/contact-us/
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. https://www.csmpractice.com/resources
2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. https://www.csmpractice.com/newslette...
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. https://www.csmpractice.com/cs-consul...
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:
📌Subscribe to CSM Practice YouTube channel:
https://www.youtube.com/csmpractice?s...
📌 Listen to our Podcast:
https://www.csmpractice.com/podcast
📌 Follow us on TikTok:
https://www.tiktok.com/@csmpractice?l...
📌 Download CS Templates and Infographics:
https://www.csmpractice.com/resources
📌FOLLOW us on LINKEDIN:
LinkedIn: csm-practice
📌 FOLLOW us on TWITTER:
Twitter: csmpractice
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.
Watch the video to learn more:
00:00 Intro
02:12 AMs and CSMs Differences
04:15 Synergy Between the Two Roles
07:01 Commercial Responsibility and KPIs
08:27 Customer Lifecycle Phases Slide
14:57 Different Processes Ownership
17:56 Tips and Recommendations
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Additional Resources
⏬ DOWNLOAD THE FRAMEWORK: VECTOR COMMERCIAL RESPONSIBILITY:
Renewal Ownership Guideline by Boaz Maor
https://www.csmpractice.com/renewal-o...
📑 Blog: What is a Customer Success Manager?
https://www.csmpractice.com/customer-...
📑Who should own the Renewals and Upsells? Sales or Customer Success?
https://www.csmpractice.com/who-shoul...
📑Why Should Sales Care About Customer Success?
https://www.csmpractice.com/why-shoul...
🎥 Video: Sales or Customer Success — Who should own existing accounts?
SALES vs. CUSTOMER SUCCESS — Account ...
🎥Video: Who should own the Renewals and Upsells? Sales or Customer Success? | Boaz Maor
Renewal Ownership | SALES or CUSTOMER...
🎥How does a customer success manager NOT become the catch-all for every support/sales request?
CSMs: Overflow Option
🎥 Video: Hiring the right Customer Success Managers
Steps in HIRING the Right CSM (Custom...
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Need to hire an AM or CSM? Looking for your next job as a CSM?
Customers Success community members were asked which recruiters they recommend for hiring CSMs. You can use this list whether you are searching for an experienced CSM job or hiring for one.
⏬ Download: CSM recommended Recruiters List
https://www.csmpractice.com/recruiters
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
CSM HIRING PROCESS
Need help defining your CSM staffing plans, optimizing your hiring process? Reach out to CSM Practice to optimize your methodologies around hiring CSMs or AMs.
☎️ Contact us now: https://www.csmpractice.com/contact-us/
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:
1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. https://www.csmpractice.com/resources
2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. https://www.csmpractice.com/newslette...
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. https://www.csmpractice.com/cs-consul...
◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️
LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:
📌Subscribe to CSM Practice YouTube channel:
https://www.youtube.com/csmpractice?s...
📌 Listen to our Podcast:
https://www.csmpractice.com/podcast
📌 Follow us on TikTok:
https://www.tiktok.com/@csmpractice?l...
📌 Download CS Templates and Infographics:
https://www.csmpractice.com/resources
📌FOLLOW us on LINKEDIN:
LinkedIn: csm-practice
📌 FOLLOW us on TWITTER:
Twitter: csmpractice
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