March 3, 2021

3 Important Differences Between a Customer Success Manager (CSM) and an Account Executive (AE)

3 Important Differences Between a Customer Success Manager (CSM) and an Account Executive (AE)

New mobile apps to keep an eye on

Auctor purus, aliquet risus tincidunt erat nulla sed quam blandit mattis id gravida elementum, amet id libero nibh urna nisi sit sed. Velit enim at purus arcu sed ac. Viverra maecenas id netus euismod phasellus et tempus rutrum tellus nisi, amet porttitor facilisis aenean faucibus eu nec pellentesque id. Volutpat, pellentesque cursus sit at ut a imperdiet duis turpis duis ultrices gravida at aenean amet mattis sed aliquam augue nisl cras suscipit.

  1. Commodo scelerisque convallis placerat venenatis et enim ullamcorper eros.
  2. Proin cursus tellus iaculis arcu quam egestas enim volutpat suspendisse
  3. Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

What new social media mobile apps are available in 2022?

At elit elementum consectetur interdum venenatis et id vestibulum id imperdiet elit urna sed vulputate bibendum aliquam. Tristique lectus tellus amet, mauris lorem venenatis vulputate morbi condimentum felis et lobortis urna amet odio leo tincidunt semper sed bibendum metus, malesuada scelerisque laoreet risus duis.

Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis

Use new social media apps as marketing funnels

Ullamcorper pellentesque a ultrices maecenas fermentum neque eget. Habitant cum esat ornare sed. Tristique semper est diam mattis elit. Viverra adipiscing vulputate nibh neque at. Adipiscing tempus id sed arcu accumsan ullamcorper dignissim pulvinar ullamcorper urna, habitasse. Lectus scelerisque euismod risus tristique nullam elementum diam libero sit sed diam rhoncus, accumsan proin amet eu nunc vel turpis eu orci sit fames.

  • Eget velit tristique magna convallis orci pellentesque amet non aenean diam
  • Duis vitae a cras morbi  volutpat et nunc at accumsan ullamcorper enim
  • Neque, amet urna lacus tempor, dolor lorem pulvinar quis lacus adipiscing
  • Cursus aliquam pharetra amet vehicula elit lectus vivamus orci morbi sollicitudin
“Sit enim porttitor vehicula consequat urna, eleifend tincidunt vulputate turpis, dignissim pulvinar ullamcorper”
Try out Twitter Spaces or Clubhouse on iPhone

Nisi in sem ipsum fermentum massa quisque cursus risus sociis sit massa suspendisse. Neque vulputate sed purus, dui sit diam praesent ullamcorper at in non dignissim iaculis velit nibh eu vitae. Bibendum euismod ipsum euismod urna vestibulum ut ligula. In faucibus egestas  dui integer tempor feugiat lorem venenatis sollicitudin quis ultrices cras feugiat iaculis eget.

Try out Twitter Spaces or Clubhouse on iPhone

Id ac imperdiet est eget justo viverra nunc faucibus tempus tempus porttitor commodo sodales sed tellus eu donec enim. Lectus eu viverra ullamcorper ultricies et lacinia nisl ut at aliquet lacus blandit dui arcu at in id amet orci egestas commodo sagittis in. Vel risus magna nibh elementum pellentesque feugiat netus sit donec tellus nunc gravida feugiat nullam dignissim rutrum lacus felis morbi nisi interdum tincidunt. Vestibulum pellentesque cursus magna pulvinar est at quis nisi nam et sed in hac quis vulputate vitae in et sit. Interdum etiam nulla lorem lorem feugiat cursus etiam massa facilisi ut.

For all of us working in the SaaS space, the constant barrage of new acronyms has become somewhat of a joke over the years. With so many letters used to describe simple job titles, it’s not uncommon for the base meanings of these roles to get lost in translation. This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management

While Account Executives (AEs) have been managing customer accounts for many years now, the rise of the Customer Success Manager in the SaaS space has created some overlap – and confusion – between the two roles. The first thing to remember is that your team should have a dedicated resource in both roles working with customers as they have two very different goals.

Here are three important differences between CSMs and AEs:

1. CSMs are focused on helping clients reach their platform or product-specific goals while AEs are focused on upsells and/or renewals.

The number one difference between the two roles is the goal at the foundation of each: CSMs are there to help customers achieve their goals and see value with a platform while AEs are often looking to drive new or renewed business. In this way, one can look at the role of an AE as an extension of the sales or business development team while CSMs are fully entrenched in the services realm.

2. CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals.

While the reporting structure of an AE and a CSM depends on the specific organization, the roles typically leverage department-specific metrics to track success. Because CSMs are usually under the Professional Services team, they track things like product usage, contact engagement, account sentiment, and things like that. AEs, on the other hand, leverage more sales-focused metrics like revenue, ARR, and upsell potential to gauge success.

3. While AEs are heavily involved during pre-sales, sales, and upsell conversations, CSMs manage the entire lifecycle of a customer account.

One of the most visible differences between the two roles is the amount of time spent dealing with customer interactions and engagement. CSMs are responsible for the entire lifecycle of a customer relationship and often act as an overarching project manager for onboarding, implementation, training, and ongoing value. AEs, on the other hand, really are only brought in for the more ‘sales-focused’ conversations and engage with the customer on a case-by-case basis.

Determining how your team will handle the relationship between a customer, an AE and a CSM is typically done on a case-by-case basis. While some organizations like to have CSMs just loop in an AE when needed (like when a customer has expressed interest in a potential feature buy-up) other organizations keep both positions informed on the health and value of a customer on an ongoing basis.

How your team manages these relationships will also depend on the way your customer success organization has developed high-touch or low-touch customer relationships

Ready to Get Started?
Request Your ClientSuccess Demo
Get started
Subscribe to our newsletter


Thank you! We have received your submission.