FOUNDER’S GUIDE TO B2B SALES THREE TYPES OF CUSTOMER SUCCESS MANAGERS The Best Friend • Think: “I’m here to help you use the product.” • Provides advanced technical support • Technical background • Will ask how it’s going • Won’t ask you for money • Measured on CSAT The Renewals Clerk • Think: “I’m here to collect your renewal next quarter.” • Manages the contract renewals process • Finance background • Will ask you for money • Won’t ask about expansion • Measured on churn reduction The Account Manager • Think: “I’m here to maximise your value from the software.” • Manages an account • SDR/sales background • Sees value as driver of renewal • Will ask* about expansion • Measured on account growth *Looking for expansion opportunities is not the same thing as selling them. Depending on your model, CS managers may find opportunities and hand-off to sales. They may handle the opportunities themselves, or they may work with sales in order to sell the opportunity together. SPRING 2023 .33