Customer Success vs. Account Management: 5 Factors That Differentiate Them

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Customer success focuses on ensuring the client receives the desired results and is satisfied with the product or service. On the other hand, account management entails maintaining the connection with the client, addressing their demands and concerns, and discovering opportunities for upselling or cross-selling.



Many professionals use the phrases “customer success” and “account management” interchangeably, which causes misunderstanding. Grasping the contrasts between these two responsibilities is critical if you’re seeking to create excellent customer experiences while driving long-term success.

While both roles are essential for sustaining a large client base and fostering corporate expansion, they take significantly different approaches to managing customer relationships. So, what’s the linkedin database between customer success and account management? That’s what we are here to answer.

Keep reading to learn about the following topics:

What is customer success?
What is account management?
Customer success vs. account management
5 factors that make customer success different from account management
How do customer success teams and account managers work together?
What is customer success?
Customer success is a proactive strategy to ensure consumers get the results they expect from your company’s products or services. It entails comprehending the clients’ objectives and assisting them in overcoming any obstacles to their achievement.

What is the primary role of customer success teams?
Customer success teams frequently engage with clients throughout their journey — from onboarding to ongoing support — and are committed to developing trusting connections and enhancing customer happiness. Customer success aims to create happy, loyal clients who continue to utilize the company’s products and services while acting as brand ambassadors.

What is account management?
Account management is a deliberate strategy for maintaining and cultivating essential client relationships. It entails taking a proactive, individualized approach to discovering and satisfying each customer’s demands and ensuring they get the most out of the company’s goods or services.

What is the primary role of account managers?
Account managers are responsible for finding growth possibilities, handling problems or challenges, and acting as the client’s primary point of contact. They collaborate closely with cross-functional teams — sales, marketing, and customer success — to achieve client objectives and exceed expectations. Overall, account management is essential for promoting client loyalty and happiness.


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Customer success vs. account management
Customer success ensures consumers accomplish their intended results and get the most out of a product or service. It entails some of the following duties:

Understanding the customer’s goals
Guiding clients through the onboarding and adoption processes
Continuously providing support and resources to help customers succeed
Conversely, account management primarily focuses on establishing and maintaining connections with current clients to promote revenue development and customer satisfaction. It concerns the total administration of client accounts, which includes:

Identifying opportunities for growth
Addressing any issues or concerns
Serving as the main point of contact for the customer
While both positions center on the client, customer success is more strategic and proactive with the customer’s feelings, and account management is more reactive and concentrated on day-to-day activities.