UrAssIsSaaS

SaaS Eater

Acclaimed Answer

How to fix a broken AE/CS Relationship

Savages I've got a situation on my hands that I would love some advice on.

Let me preface this by saying I'm not looking for advice on how to set up an AE/CS relationship for success. We have a solid structure in place for our handoff process and we don't have any issues outside of this situation.

But an AE on my team and their CSM have a pretty ineffective relationship. Their communication styles are not matching well, they each feel like the other has a hidden agenda. Myself and the CSM's manager have pulled the 4 of us into a room to try and solve the issues but it does not seem to be helping.

We also cant really swap in a new CS to work with my AE due to a bunch of other logistical issues. Their problems haven't cost us any revenue at this point but want to avoid it impacting it in the future.

Any advice on how to fix this is welcomed.

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16 comments

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paddy

WR Officer

12

Director of Business Development

Have them play 7 minutes in heaven.

UrAssIsSaaS

Arsonist

4

SaaS Eater

I like where your heads at

paddy

WR Officer

3

Director of Business Development

My head is so far up my ass so thanks for compliment on my ass.

UrAssIsSaaS

Arsonist

4

SaaS Eater

I aim to please.

Flippinghubs

Opinionated

0

Account Executive

Lights on or off?

Bittersweet0326

Politicker

1

Digital Business Associate

You've pulled them in a room but I'm curious about the conversation. As long as they are clear that their beef can't mess with $$ and momentum the rest of the year I'd say it's fine. Sure being besties could always help things, but as long as it doesn't hurt I would be careful not to make it even more awkward.

UrAssIsSaaS

Arsonist

4

SaaS Eater

The conversation aired grievances and gave them room to get shit off their chest. From there we outlined best practices moving forward but in talking to my AE she just doesnt trust the CSM and doesn't want to work with them. I basically told them to work with them for now and we will make a change when we can, but I didn't feel like that was super well received and that they feel particularly supported.

CaneWolf

Politicker

0

Call me what you want, just sign the damn contract

Should this matter all that much? How involved are AEs after the sale?

UrAssIsSaaS

Arsonist

3

SaaS Eater

I wish it didnt matter, would just say fuck it if that was the case but our team owns upsells after the initial close so they need to be in lock step for expansion and upsell opportunities.

CaneWolf

Politicker

3

Call me what you want, just sign the damn contract

I think you just have to tell your AE to suck it up and make nice with the CSM sadly. Have him get the CSM a bottle of whiskey or something.

UrAssIsSaaS

Arsonist

2

SaaS Eater

Ya I think this is what I am resorting to, was hoping there might be something I am missing but doesn't appear to be the case

CaneWolf

Politicker

2

Call me what you want, just sign the damn contract

I mean, you could take them out drinking with you and the CSM manager and have everyone get hammered together.

UrAssIsSaaS

Arsonist

3

SaaS Eater

I live in northern california, the CSM lives in ohio, my AE lives in San Diego, and the CSM manager lives in Toronto haha. I like where your heads at but remote life makes that tough.

Tres

Politicker

0

Account Executive

Is there a possibility of switching at the start of a new sales year (2022 maybe)? See if you can work out a plan to work together nicely for the rest of this year and get a transition in place for Jan 1 so that all parties can have a light at the end of the tunnel

UrAssIsSaaS

Arsonist

4

SaaS Eater

Ya ideally that would be the case, and will do so but I need (and the CS team needs) a productive second half and cant have this slowing us down

Tres

Politicker

1

Account Executive

Maybe the productive second half is what allows you to change teams around next year. Like if we hit "x" numbers we can make the switch Jan 1

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