When to Contact Your Account Manager (vs. Support or CSM)
Last updated: March 13, 2026
Your Account Manager, Customer Success Manager (CSM), and Support team each cover different territory. Knowing who to contact first saves time and gets you to the right answer faster.
Contact Your Account Manager for Commercial Topics
- Renewals & contract changes — pricing questions, term adjustments, renegotiations
- Licenses/seats — adding, removing, or changing license counts
- Additional functionality — exploring premium features, integrations, or enterprise options
- Strategic planning — budget forecasts, scaling to more teams, growth discussions
- Legal or compliance matters — contract amendments, data privacy clauses, security requirements
Not sure who your Account Manager is? Reach out to Support and we’ll connect you. Their email is usually formatted as FirstName@onramp.us.
Work with Your CSM for Success & Adoption
- Onboarding help for new users or teams
- Best practices and workflow advice
- Training sessions and product walkthroughs
- Guidance on getting the most value from your current plan
Use Support for Technical Help
- Bug troubleshooting and error recovery
- Clarification on how a feature works today
- System behavior that seems broken or confusing
- Quick answers to unblock you during active work
Open a chat or contact Support directly for the fastest response.
Tips
- Not sure who to ask? Start with Support — we’ll either solve it or route you to the right person.
- Urgent issue (downtime, errors blocking work) → always go straight to Support.
- Pricing or contract questions → always start with your Account Manager.