The SaaS Sales Method for Customer Success & Account Managers

As SaaS revenue models shift increasingly toward expansion and recurring impact, the responsibilities of CSMs and AMs are evolving from retention specialists to proactive revenue drivers. This book builds on Winning by Design’s foundational SaaS Sales Method to provide a deep, practical playbook specific to customer-facing roles after the initial sale. It explains how CSMs and AMs must think and act like revenue creators by applying structured qualification, consultative conversations, and cross-functional collaboration with Sales and RevOps. The result is a consistent approach to driving adoption, reducing churn, uncovering expansion potential, and strengthening customer lifetime value.

Best For

• Customer Success Leaders scaling CS teams toward expansion and impact

• Account Managers accountable for retention, expansion, and profitability

• RevOps & Revenue Strategy Teams standardizing post-sale GTM motions

• Sales Leaders integrating retention and expansion into broader revenue planning

• CEOs & Founders aligning customer outcomes with GTM accountability

Key Takeaways

• CSMs and AMs must operate with a sales-science mindset, not just support mentality.

• Repeatable conversation frameworks improve both expansion and retention motions.

• Collaboration between Sales, CS, and RevOps is critical to consistent revenue outcomes.

• Qualification techniques help discover unmet customer needs and expansion potential.

• Tracking the right metrics (engagement, outcomes, advocacy) supports predictable GTM performance.