TAM vs CSM: Navigating Customer Success Roles

CSM Practice - The Customer Success Podcast

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Explore the differences between Technical Account Managers (TAMs) and Customer Success Managers (CSMs) with Sol Refael and find out if we need both. Learn how to navigate account management effectively, handle challenges, and enhance customer relationships for success in your organization. Get practical tips and valuable insights from industry experts.
Click here to watch the video on YouTube!
𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒
- Delve into the distinct roles of TAMs and CSMs for streamlined account management.
- Uncover practical strategies for overcoming challenges when merging technical and customer-centric tasks.
- Gain expert insights on optimizing customer relationships and driving success in your organization.
𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓
Sol is an experienced Technical Customer Success and Project Manager, with over 10 years of experience in Customer Success work, leading and developing customer-oriented projects (Including 365 integration in the Ministry of Health, Digital communities' project users and Step-Ahead users). Over 5 years of experience in Customer Success Management in different large scale organizations.
🔗 You may connect with Sol via LinkedIn: https://www.linkedin.com/in/sol-refael/
𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒
📑 Read: What is a Customer Success Manager?
🎥 Watch: CS Tech Stacks from a Technical Account Manager
⏬ Download: Customer Success VS Customer Experience

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are 3 powerful ways I can help you fast-track success while avoiding common pitfalls:
1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩
Track key KPIs to boost CSM performance. Grab my cheatsheet to focus on metrics that matter—scale smarter & grow revenue. Click here to download.

2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨
I share strategic insights & practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies & driving serious impact. Click here to join.

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?
Building a CS practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives build a proactive, high-performing CS team—without the guesswork & costly missteps of figuring it out alone. Learn more.

📌 Visit our Website - CSM Practice

Kapitel

1. Intro (00:00:00)

2. Differences of TAM vs CSM (00:03:32)

3. Ideal Role Structure (00:04:58)

4. Who Owns What? (00:05:56)

5. TAM Accounts & Relationships (00:09:21)

6. Renewal and Upsell Ownership (00:11:56)

7. Success Plans Collaboration (00:14:05)

8. Technical Decisions (00:15:12)

9. What makes a good TAM? (00:16:41)

10. Is TAM Reactive or Proactive? (00:17:43)

11. Avoiding Conflicts (00:18:38)

12. Compensation Plans (00:20:32)

13. Should TAM be involved in everything CS related? (00:25:26)

14. TAM VS Support Ticket Agent (00:27:17)

15. Why we need BOTH TAM and CSM! (00:28:35)