"Customer Success Managers have NO sense of urgency."
That was the response I got when I asked a seasoned sales executive and well-known podcast host what he struggles with most in working with Customer Success teams. Ouch, right?
I get it. Perception is reality, and sometimes the perception is, well... not what we’d hope. We know Sales teams move fast (time = money), but maybe it’s time we dig into why that perception gap exists and what we can do to close it.
Let’s flip this script and show Sales just how strategic CS can be:
🔑 Be the 'Proactive Partner': Sales is used to fighting fires and hitting the ground running. Show them we’re not only putting them out but fireproofing the house. Set regular check-ins, be ahead of risks, and keep communication tight.
🔍 Ask, Don't Assume: Ever wonder how Sales really views CS? Ask for feedback (yes, even if it’s harsh). It opens the door to trust and transparency, and we learn exactly what they need from us.
🚀 Speak Their Language: CS metrics are crucial, but the quickest way to Sales' heart? Revenue talk. Relate retention to growth, renewals to revenue, and watch the “urgency” perception shift.
🧠 Get in the Deal Mindset: Jump in earlier—engage in the sales cycle, learn customer goals upfront, and align your strategy to support them from day one.
Sales & CS both want to win—one team moving deals in, the other ensuring they stay and grow. When we nail that sync, there’s no question about our value or the collaboration.
What do you see successful Sales and Customer Success teams doing to strengthen their partnership?
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