Turn CSMs into salespeople (no, don't)

published5 months ago
1 min read

Someone asked, “I'm building a new CS team. Who should be doing the upgrade, Customer Success or Sales?”

Oooh... this is one of my favorite topics (as you know if you follow me on LinkedIn).

I believe that CS should be a growth mechanism in your company. CS should be a (the?) significant contributor of new revenue.

But turning CSMs into salespeople or having them act as SDRs (Sales Development Reps) with a quota of CSQLs (CS Qualified Leads) to uncover and turnover to Sales is NOT the right way to do this.

Johan and I do a deep-dive on this topic in this week's episode of our Impact Weekly podcast that just dropped today.

In this episode we discuss how you should approach this question, specifically:

  • The importance of capacity planning in carving out specialist roles
  • The pros and cons of having account managers handle upselling opportunities
  • The right strategies to approach expansion sales
  • And a LOT more.

Listen to the podcast here.

I rarely say this, but this episode is really good and you should definitely listen.


BTW: Our next Head of CS training starts next Monday, 8-May.

We'll cover Expansion Sales, Capacity Planning, and so much more. If you want to lead a World-class CS org, this is the training you need.

While the training is virtual - a mix of recorded content and live Zoom sessions - it's very interactive and hands-on so space is necessarily limited.


Lincoln Murphy

I invented Customer Success

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