Plank prefers hiring sales-oriented account managers over giving CSMs quotas
Matt Plank · The Revenue Playbook: Rippling’s Top 3 Growth Tactics at Scale with Rippling CRO Matt Plank · Sep 27, 2024 · at 37:34
Matt Plank, CRO of Rippling, explains to Sam Blond at SaaStr Annual why he builds post-sales teams around quota-carrying account managers rather than traditional customer success managers.
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“If you have to choose between a CSM profile that's going to own revenue or an account manager profile that needs to be like customer success oriented, a hundred times out of a hundred, I'm picking the account manager that needs to be customer oriented because you can teach A revenue generating person to have empathy for a customer, right? It's a cultural thing that you have to, that humans can learn. You can't make at large a CSM org, like want to be a quota carrying revenue generating team. It's just like, it's a different profile.”
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