In this episode of Engage to Lead: Customer Success & Leadership Bites, we tackle a growing challenge in Customer Success—companies blurring the line between CSMs and Account Managers. What happens when you’re suddenly expected to upsell, even though you signed up for a retention-focused role? Is this a promotion, a downgrade, or just the evolution of CS?

We break down:
✅ Why CS and AM roles must be separate
✅ The investor-driven push for Net Revenue Retention (NRR)
✅ What to do if you’re being asked to sell more
✅ Why persuasion skills matter—even for CSMs

Plus, I share my own experience splitting CS teams twice and why I only regret not doing it earlier!

Tune in for real talk, actionable insights, and some hard truths about where CS is heading. 🚀

🎧 Listen now and let me know—have you faced this shift in your role?