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:
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
📑 Blog: What is a Customer Success Manager?
https://www.csmpractice.com/customer-success-manager
📑 Blog: Who should own the Renewals and Upsells? Sales or Customer Success?
https://www.csmpractice.com/who-should-own-the-renewals-and-upsells-sales-or-customer-success/
📑 Blog: Why Should Sales Care About Customer Success?
https://www.csmpractice.com/why-should-sales-care-about-customer-success/
🎥 Video: Sales or Customer Success — Who should own existing accounts?
https://www.youtube.com/watch?v=M-8It2KvcDg&t=0s
🎥 Video: Who should own the Renewals and Upsells? Sales or Customer Success? | Boaz Maor
https://www.youtube.com/watch?v=18xNjmyA6Q0&t=0s
🎥 Video: How does a customer success manager NOT become the catch-all for every support/sales request?
https://www.youtube.com/watch?v=dkkvwVyciPc&t=0s
🎥 Video: Hiring the right Customer Success Managers
https://www.youtube.com/watch?v=yvkihrENs28&t=0s
⏬ Download the Framework: VECTOR COMMERCIAL RESPONSIBILITY: Renewal Ownership Guideline by Boaz Maor
https://www.csmpractice.com/renewal-ownership
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