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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 Owne

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