Customer Success

Customer Success

Are you interested in managing and growing long-term relationships of existing customers? Then customer success and account management could be the career tracks for you.

Customer Success (CS) Managers and Account Managers (AM) collectively are considered "post sales" as they are typically introduced by the sales team after a contract has been signed with a customer.

The primary goal for the post-sales team is to deliver an amazing customer journey, increase revenue per existing customer and generate additional referrals and evangelism for new customer acquisition. Specifically, CS and AM teams work together to:

1) Ensure each customer is onboarded and using the product or service correctly
2) Ensure each customer is achieving the KPI's for extracting the most value out of their purchase
3) Acting as the day-to-day point of contact to handle support tickets, troubleshooting and escalations
4) Grow customer account revenue through upsell, cross-sell, and generating referrals for the sales

Differences Between Customer Success and Account Management

Conventionally, Customer Success (CS) focuses more on customer engagement and retention while Account Managment (AM) focuses more on revenue and billing.

Customer success often helps troubleshoot and coordinate with technical support to make sure customer issues are resolved quickly and efficiently. Customer Success Managers (CSMs) will often be introduced earlier in the sales process for large enterprise sales cycles where the implementation phase can require the relationship with CS to initiate earlier in the deal process.

Account Management (AM) is typically more revenue focused and works with customers to cross-sell additional products and services or grow the existing business line through a larger contract. Therefore, Account Managers may often have upsell sales quotas or net revenue quotas if they are responsible for retention (ie. mitigating churn) in addition to increasing revenue.

However, organizations will often use Customer/Client Success and Account/Relationship Management interchangeably. The best thing to do is to read through the responsibilities carefully to understand how much focus is the role on product/service implementation versus growing the revenue of each account.

Common Titles

  • Account Manager
  • Customer Success Manager
  • Strategic Account Manager
  • Client Success Manager

Typical Responsibilities

  • Be the primary point of contact and build long-lasting relationships with our clients
  • Manage customer onboarding to make sure that customers are set up for maximum success
  • Consult regularly with clients to fully understand their needs and actively solve pain points
  • Respond quickly to customer-submitted questions and requests
  • Actively manage and update all account information in our systems
  • Manage the customer renewal process and identify upsell opportunities