CSMs vs. AMs: Building Swim Lanes Without Stepping on Toes

About This Event

Two CS experts. One hour to draw the lines your CS and sales teams have been arguing over. And turn them into a coverage model that actually holds.

Why Attend

Most companies have a CSM team and an account management team. Fewer have a clear answer for who owns expansion, who runs the QBR, who fields the upsell conversation, and who takes the heat when a renewal goes sideways.

The overlap isn't a people problem — it's a design problem. And when it goes unresolved, it shows up as duplicated effort, dropped handoffs, and customers who aren't sure who to call.

Nina Wilkinson and Linnea Olson of ScaleUp CS bring both the strategic lens and the operational specifics. You'll leave with a framework for defining CSM and AM ownership across the customer journey, a model for the handoffs that tend to break down in practice, and the language to get your leadership team aligned before the next deal falls through the cracks.

Who This Is For

CS leaders, sales leaders, and revenue operations professionals managing a structure where CSMs and AMs share the same accounts. If you've ever had an internal conversation about who owns what — and walked away without a clear answer — this is the hour.

Ready to clarify your coverage model?

Save your seat — live attendance is free. Can't make it? Register anyway and we'll send you the recording.

About the Speakers

Nina Wilkinson

Fractional CS Leader · Partner, ScaleUp CS

Nina works with growth-stage companies to build and scale customer success functions that hold up over time. She brings a strategic lens to org design — specifically how CS leaders can draw clean lines between CSM and AM ownership before the ambiguity starts costing them revenue.

Linnea Olson

Director of Customer Experience · Partner, ScaleUp CS

Linnea is a CS operations specialist who has built the systems, workflows, and handoff structures that let CS and sales teams scale without stepping on each other. She focuses on practical implementation — how to actually define coverage models and make them stick across your go-to-market motion.