In support of striving towards different goals, a CSM and AM will most likely approach various conversations differently. A CSM will be more focused on team adoption, technical details, and perhaps where things have gone wrong, or the client requires more support. These circumstances typically build up the story of whether the customer will stay on board for the long term.

“What is the difference between an account manager and a customer success manager?” or “Why are they different?” or “What is is that you do again?”

I might not need to continue grooming my customer success career! Lots of companies use these terms interchangeably, and some...