Eric Gordon 🦜’s Post

Interesting take, Eric, but I have to disagree with the premise that CS is harder than Sales. Leading both teams has shown me that the challenges aren’t mutually exclusive—everything you’ve outlined as a CSM responsibility applies to good salespeople too. Good AEs understand the business, the customer’s challenges, and how the solution solves them. They prove value to close deals, ensure clients will stick around and are accountable for their numbers in a competitive market. That said, I think you’re spot on about one thing: CSMs don’t get enough recognition for the value they bring. Many shy away from discussing renewals or upsells —out of fear it’ll "break trust". That mindset is outdated. Revenue isn’t the enemy of strong relationships. In fact, transparency about mutual success actually builds trust. The sad reality is that while CSMs drive significant revenue, it often goes unmeasured and unnoticed, leaving them out of strategic conversations. To change this, CSMs must confidently own their impact and showcase it. Appreciation is great, but let’s pair it with tangible recognition 🙌

Sales isn’t “easier”—it’s just different. - AEs start from scratch, building trust with no existing relationship. - They face constant rejection and high-pressure quotas. - Selling complex solutions to multiple stakeholders is no small task. Without sales, there’s no customer for CS to manage. Both roles are tough and equally important.

As a sales professional I do all of those things every day for the last 30 years.

Solid statement for sure! I think both sales and CSM’s bring it to the table! The skillsets are different, so hard to call out who’s role is more difficult. Our CSM’s drive more than retention - they also drive growth! Sadly, their compensation plans don’t typically reflect this! I’m a huge believer in the partnership between sales and customer success. Someday the planets will align!

Everything in life is a sale. Different and unique in its own way. CSM is sales, AE is Sales, SDR is sales.

You can’t scale without great CSMs!! Thank you to all the amazing CS operators out there!! 🙌

There is alot wrong with this post. First, CS is not harder than sales. I’ve led both teams and I can tell you from actual experience this is a false statement. Second, SDR’s can absolutely go from that role to CS. I’ve done it a bunch of times and it’s been successful. The leap from SDR to AE is feast or famine so a stop off in CS can be good training and experience. Last, your supposition that CS is a bridge between sales and support is absolutely wrong. CS is not support…support is support. Successful CS teams are measured and comped off of revenue and should be selling. If your CS team is not selling you’re missing the boat.

Even after you close the deal you are still selling and you must deliver!

There are very few CSMs, even the hands down best ones I have ever met, that would even want to do sales, even if they could. Sales has to do everything you said in your bullet points in some capacity, and then some ten fold. Don’t be offensive in your opening statement to try to get traffic to your posts which you obviously have done. Credit to at least backing yourself up though I guess.