#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

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Additional Resources

⏬ DOWNLOAD THE FRAMEWORK: VECTOR COMMERCIAL RESPONSIBILITY:
Renewal Ownership Guideline by Boaz Maor
https://www.csmpractice.com/renewal-ownership

📑 Blog: What is a Customer Success Manager?
https://www.csmpractice.com/customer-success-manager

📑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/

📑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

🎥Video: Who should own the Renewals and Upsells? Sales or Customer Success? | Boaz Maor
https://www.youtube.com/watch?v=18xNjmyA6Q0

🎥How does a customer success manager NOT become the catch-all for every support/sales request?
https://www.youtube.com/watch?v=dkkvwVyciPc

🎥 Video: Hiring the right Customer Success Managers
https://youtu.be/yvkihrENs28

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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


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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.

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