Issue 17 - The relationship isn't over after the close.

After your prospect is closed, it's common for most sellers to want to wash their hands of the deal and move on. In reality, this is just the beginning of the sales journey. Here's what AEs need to know and action, so the other departments can onboard, nurture, and upsell.

It's the AE care during the sale that makes the difference

While the deal is in progress, it's up to the AE to set expectations around implementation and onboarding. The AE should be painting a long-term picture, meaning the customer should be able to envision what product use looks like after purchase and as the company scales. Other moments the AE needs to keep the future of the account in mind include:

• Discovery: Understanding the problem-solution fit is critical for a tailored implementation plan.
• Going beyond the buying committee: Identify who needs to be involved on their side for onboarding and implementation. Making the right intros with everyone up to speed makes a big difference with organization and client satisfaction.

The fewer surprises there are during onboarding, the better. A good AE is present for a thorough POC or trial to immerse the customer in the product. Thorough notes and documentation with the right departments make the handoff seamless on both sides. Speaking of documentation...

Your sales methodology framework is your secret weapon

BANT, SPICED, MEDDICC, SPIN. Whatever your sales team uses, it's going to be integral for onboarding.

Your qualification notes from your chosen framework aren't just notes to yourself or your manager; they're crucial for CSMs and AMs to get full context on any account. In many cases, teams use custom AE to CSM frameworks to better align on what the post-sales team needs to be successful.

Harnessed with this knowledge, they can deliver the most seamless onboarding experience, answer any unresolved concerns, highlight areas of excitement, and nudge the door open for expansion opportunities down the road.

AEs and working with AMs vs CSMs

Most companies have AEs, but during implementation and onboarding, it's a pass-off to either an AM or a CSM. Either way, the client journey is a team sport. Here's how each function:

AM: Account Managers handle everything post-sales and are the new dedicated point of contact once a prospect becomes a customer. AMs take a more sales-y approach to their accounts than CSMs, and will focus on expansion. AEs can typically be a little more hands-off if they're passing over to an AM, as the client mindset between both teams is so similar.

CSM: Customer Success Managers help customers and trial users with everything from onboarding to quick troubleshooting questions. Their role is typically about providing excellent service, not necessarily sales. So, if an AE is looking to expand an account, they'll collaborate more closely with this team than they would with AMs, so they can come together and land the expansion without a hitch.

At the end of the day, neither your customer nor your client wants to work with an AE that's solely focused on the closed-won finish line. Show each prospect you care about their journey after the close. This way, you'll be a better collaborator with your peers and you'll find yourself closing more, faster.

Bite-sized stories

Links of the week:

• The top AI tools for sellers in 2025
• Looking to automate your meeting briefs? Here's how.
• Are you an ML Engineer looking for a new opportunity? We're hiring!

Psychological safety and 7-figure deals

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