What is the difference between customer success managers and account managers?

The distinction between customer success managers (CSMs) and account managers primarily revolves around their key responsibilities and objectives within an organization. CSMs are dedicated to ensuring that customers derive maximum value from a product or service after the initial sale. Their role is proactive, focusing on customer engagement, satisfaction, and retention, which ultimately leads to long-term success for both the customer and the company.

On the other hand, account managers often have responsibilities that center around sales, including building relationships, negotiating contracts, and identifying upsell or cross-sell opportunities within existing accounts. Their primary goal is to maintain and grow their customer accounts, which can involve having sales conversations to secure ongoing business.

This emphasis on value creation and customer retention for CSMs, contrasted with the sales-driven focus of account managers, clearly defines their different roles within an organization, making this answer the most accurate representation of their distinctions.