Plank: Customer success managers cannot be turned into quota-carrying sales reps
Matt Plank · Matt Plank, Rippling's CRO: How to Build an Enterprise Sales Machine | E1241 · 20VC with Harry Stebbings · Dec 20, 2024 · at 23:13
Matt Plank, Chief Revenue Officer at Rippling, discusses the difference between hiring sales-minded account managers versus trying to assign quotas to customer success managers.
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“A sales DNA at the core is just, you can get those people to have like empathy for the customer and like understand and care about making them successful, but I don't think you can take a CSM and make them, you know, like a quota carrying rep.”
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