When should a new logo be passed off from sales to account management? Is there a benefit to delaying the handoff?

95 views1 Upvote12 Comments

Head of Sales in Consumer Goods, 11 - 50 employees
The process should be a gradual transition. Once the deal has been signed, sales should still have some contact with the new logo during onboarding to help facilitate the relationship with the AM. Once onboarding is complete, the AM should own the relationship.
CEO in Software, Self-employed
Often the customer relationship does still matter. In our organization people have the freedom to decide when and who to hand over - and if. Our sales team is organized collaboratively so they all get compensated when one in their team wins, be it sales or am.
COO in Software, 2 - 10 employees
Segmentation can be useful in guiding when to move customers to account management based on the following questions:
1. Is the account strategic or a regular account? Some accounts may benefit form an ongoing relationship from the original sales person/team.

2. What is the expected renewal rate for that account/type of account? Some accounts need extra or special attention to ensure renewal which may come from a combination of sales team and account management.
3. What level of fast follow business (e.g. repeat or upsell business within the next 12 months) is expected from this account/type of account. Some accounts with significant additional opportunity may be best to stay with the sales team.
Director of Enablement, 501 - 1,000 employees
Once the deal is closed and the contract is dry, the job of the salesperson is complete. It’s been sold

At that point your CSM/Account manager should step in to do what they do best. 

A delayed transistion often leads to blurred lines of responsibility, which can impact sales folks chasing other prospects 
CSO in Media, Self-employed
This one is tough as it always depends on the business and type of sales -- i.e transactional vs large enterprise. 

Generally, I believe to bring the AM / CS in just before the deal is signed to introduce them and to show them the great support they will be getting - this often helps close the deal. 
CIO, Self-employed
I think this depends on the size and maturity of the teams, and who is leading the deal from the buyer side. But generally speaking, the sooner the better after closing, enabling sales to continue focussing on sales and AM on nurturing and growing the new logo. 
VP of Sales in Software, 11 - 50 employees
my preference is as soon as the contract is signed. Once it's signed, ae makes the relational intro/handoff to AM's and the AM's build the relationship from onboarding on
VP of Sales in Education, 1,001 - 5,000 employees
We have a transactional sale and for us the moment the deal is closed the handoff occurs.
Founder and Chief Revenue Operations Officer, Self-employed
Assuming your Sales team is only involved in net new business and your Account Management team is a "selling" team that is responsible for ALL business after the first sale, then the assignment (tactical) of the account should happen at time of signature of the first deal. However, the transition of the relationship and the handoff process will be gradual where both teams stay involved with the customer to ensure a clear, frictionless, optimal customer experience. I like to say that Revenue is a team sport and all players stay involved like a soccer game vs. a baton race!
VP of Sales in Education, 1,001 - 5,000 employees
Important to have some specifics/context around questions.  In a transactionional sales (under $10k ASP) the hand over should be done instantly as its likely to be a straight forward onboaring process.

In an enterprise deal the relationship is much more important and CS should be involved in the final steps of the call.  They should be used as an intro so when the deal is closed there isnt so much as a handover but rather a continuation of relationship.

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