Account Managers vs. Customer Success Managers: What's the Difference?

When it comes to managing relationships with clients, businesses often have different roles that are responsible for different aspects of the customer experience. Account managers and customer success managers are two such roles that are often confused, but they have distinct responsibilities and objectives.

Account managers are responsible for managing the sales and revenue aspects of a customer relationship. They work to retain and grow the business of existing customers, as well as generate new leads and opportunities. Their main focus is on driving sales and ensuring that the customer is happy with the products and services they are receiving.

On the other hand, customer success managers are focused on ensuring that the customer is achieving their desired outcomes and goals. They work closely with the customer to understand their needs and challenges and help them make the most of the products and services they are using. Customer success managers are also responsible for identifying opportunities for upselling and cross-selling, but their main priority is ensuring customer satisfaction and retention.

One key difference between these two roles is the stage of the customer relationship they focus on. Account managers are typically involved in the earlier stages of the sales process, while customer success managers come into the picture once the customer is already using the product or service. This means that account managers often have a more transactional relationship with the customer, while customer success managers have a more ongoing and consultative relationship.

Another key difference is the metrics and KPIs that each role is measured by. Account managers are often judged by the amount of revenue they generate and the number of new leads and opportunities they create. Customer success managers, on the other hand, are measured by customer retention and satisfaction metrics, as well as the number of upsell and cross-sell opportunities they identify.

In conclusion, while account managers and customer success managers both play important roles in managing customer relationships, they have distinct responsibilities and objectives. Understanding the key differences between these two roles can help businesses effectively allocate resources and ensure that they are meeting the needs of their customers at every stage of the customer journey.