"Do people with sales or support/service backgrounds make better CSMs?”


And neither.

The primary motion in #customersuccess is consultative.

No matter what the background, if one can learn to consult, they can be successful.

CSMs build relationships.

And unpack the customer’s goals.

They help map their products and services into the plan for achieving those goals.

Behind the CSM, customer support and engineering capture, triage, track and resolve problems **quickly and reliably.**

Beside the CSM, renewal or account managers handle the commercial transactions (renewal, upsell, cross sell).

But make no mistake, CSMs also focus on account retention and **growth.**

Their activities lead to renewals, upsells and powerful customer advocates.

What background have you found most successful when hiring CSMs in your org?

View Original Discussion and LinkedIn