Madelyn DePrey

Attention San Francisco! Join me and other RevOps pros at RevOps After Dark to discuss some of the hottest topics in revenue right now: -- AI & Tech. -- Strategic alignment. -- Collaboration. -- Market trends. -- The future of RevOps. Don't miss out on this opportunity to join the conversation & network with like-minded professionals. Check out the link for more information and feel free to share! #RevOps #SanFrancisco #Networking

51

3 Comments

Our revops “team” at Chili Piper does A LOT OF automations. If you’d see our list, you’d think we have a full train of rev ops folks working here at Chili Piper (spoiler alert, we have 1 and a half). Here’s an example of an “unconventional” automation We assign churned accounts to SDRs. Yep, we automate outreach to churned accounts Here’s why and how First, let me tell you, it breaks my heart to see any customer churn. I feel like my heart is asking but always aim to learn from it and make everything better for them if they were to come back. Hence, we want to learn what made them leave, fix the problem, and win them back And the good news is that we win many of them back . Here are the nitty gritty on how we do this : We setup these rules for assigning churned accounts to our SDRs: – Account Status = updated to Churned – Transaction End Date = 91 days – Round Robin across SDRs and update SDR Owner – SLA: after 12 working hours, check if there was activity yesterday AND ROE phase ≠ unfit to work, send Slack notification – SLA: after 12 working hours, check if there was activity yesterday AND ROE phase ≠ unfit to work, reassign – Provide a Slack notification to the AM (80 days post-contract end date) – Provide a Slack notification to the SDR once the Account has been assigned (91 days post-contract end date) – Provide SDRs with information on why the account is churning in SFDC to give them the context to sell into the account effectively. If you are curious about more details on this, let me know!  

121

23 Comments

What do I mean when I say I’ve been doing contract work? Here are 5 examples of different consulting gigs I’ve worked on lately: • Customer Experience - Weekly check-ins with a CSM who is the only one in their department at a small company, offering guidance/strategy on customer retention and scaling. • Substack Strategy - Weekly check-ins with an early-stage Substack author on how to grow and scale her audience and optimize analytics and tools within Substack. • Content Strategy - Conducted an audit of previous Pinterest + blog content and offered SEO tweaks/improvements, which led to managing visual and written content. • Education Curriculum Standards Alignment - Aligned a startup’s scope and sequence with state standards. • Marketing Content Calendar - Coordinated with several teammates to ensure aligned content was published on various channels. Years ago, when I heard "consulting," I used to think, “What do they mean? What are they actually doing?” So I hope that de-mystifies it a bit. All your work doesn’t just need to be in one niche either! I love contributing to a new, small team that isn’t ready to hire someone full-time but needs a little expertise to keep them on the right track. Is there anything I can help you with? Let’s chat!

17

3 Comments

🎃 A "Spooktacular" Guide to Customer Success 🎃 As Halloween looms, let's talk about what makes a great Customer Success Manager (CSM)—because it’s no trick getting it right! 👻 🕸️ Empathy: CSMs feel their customers’ chills and thrills, knowing exactly when they need a treat or reassurance. 🧙 Proactivity: Like witches with a crystal ball, they foresee potential frights and handle them before they strike! 🍬 Adaptability: Just like a jack-o'-lantern, CSMs shine bright in any situation. With empathy, foresight, and adaptability, CSMs turn haunted experiences into happy ones! 🎃✨ #CustomerSuccess #CustomerExperience #CustomerSuccessManager #Halloween #Empathy #Proactive #Adaptability #ClientSatisfaction

1

1 RevOps team or separate CX, Sales, and Marketing Ops teams? I spoke with 4 RevOps leaders this month who all had the same painful story about this decision. Here’s how it usually goes: ✅ Start with separate teams: Sales Ops, Marketing Ops, CX Ops. It makes sense early on: - Processes and reporting are function-specific. - Each exec gets their go-to ops person to execute more quickly. But then the cracks appear: ❌ Siloed data and processes. ❌ Finger-pointing due to misalignment. ❌ No clear view of the customer journey. ❌ Ops becomes order takers and firefighters instead of strategic partners. In the worst cases? Ops teams are stuck defending execs instead of being the truth tellers your business needs. What happens next? Painful consolidation. All 4 leaders shared how they had to merge their ops teams into one RevOps function, rebuilding processes and data foundations from scratch to match the customer journey. The results? Functions work together seamlessly: Marketing generates leads that Sales actually works. Pipeline forecasting gets easier. Sales focuses on customers that retain. RevOps becomes a strategic, empowered truth-teller, and finally gets a seat at the table. My takeaway is that it’s much easier to launch RevOps with this foundation upfront than fix it later. But it takes discipline and alignment, which is more challenging in high growth environments. How has your org thought about this decision?

9

2 Comments

I love seeing the ClearEdge team making waves beyond our Slack chats! If you're looking for top-tier marketing insights, these are podcasts you won't want to miss. 🔥 Alison Richmond, our SVP of Marketing, sat down with Brad Friedman on The Digital Slice Podcast to dive deep into all things brand building. 🎧 Catch the episode here: https://lnkd.in/gWS3W5DX and pick up tips on how to start with clarity to create a powerful brand. 🔥 Danielle Byfuglien, our rockstar Business Development Representative, shared her marketing secrets on not one, but TWO podcasts recently! Whether you're a recruiter or marketer, you'll walk away with actionable insights from: The Elite Recruiter Podcast hosted by Benjamin Mena: https://lnkd.in/gUKRqE3V Staffing Monthly hosted by Dan Mori (page 4): https://lnkd.in/g66mcMfM Give them a listen, and let us know—what's your biggest takeaway? And, if you have a favorite recent podcast episode that’s left you inspired, share it in the comments! I'd love to hear your recommendations. #Podcasts #Staffing #MarketingInsights #RecruitmentMarketing #BrandStrategy

11

3 Comments

Gong helps teams improve their 𝐏𝐫𝐨𝐝𝐮𝐜𝐭𝐢𝐯𝐢𝐭𝐲 and optimize key outcome metrics like 𝐑𝐞𝐯𝐞𝐧𝐮𝐞 𝐩𝐞𝐫 𝐑𝐞𝐩 and 𝐑𝐚𝐦𝐩 𝐓𝐢𝐦𝐞. Learn more by checking out this nostalgic 80's themed video on 𝐓𝐞𝐚𝐦 𝐄𝐟𝐟𝐞𝐜𝐭𝐢𝐯𝐞𝐧𝐞𝐬𝐬 -- packed with tips & tricks for Revenue Teams of all shapes and sizes. Link in the comments 👇 .... Special shoutout to Sarah Uzelac Tim H. Samantha Kennedy McClure and our Customer Education team!

68

6 Comments

Top H1 takeaway from QBR's about our Rev Org: "We're an ecosystem, not a hierarchy." (h/t Alexandra B.) We collaborate, everyone's voice matters, and we strive to put people in roles they love so they can be madly successful. Hearing this statement was validation that what we are building in the Revenue Org at LibraryPass is unique, and scalable, and contagious. And we have roles coming soon! So if you're interested in being part of an ecosystem, let's chat. Here's to an even better H2!

13

3 Comments

Hello from Anaheim! Great to be here with over 300+ marketing ops pros, all buzzing with fresh ideas and a shared passion for what we do. It’s incredible to see MarOps professionals increasingly involved in strategy—over a third of us now have a direct seat at the table, far from the backend roles of a few years ago! Budgeting has been a big topic—figuring out which campaigns work, how to adjust on the fly, and optimizing every dollar spent. And a great reminder from Jessica Kao : it’s not just about the tech or KPIs; it’s about engaging fully with the process and growing with each step.

50

2 Comments

80 years after the first digital computer - writing, maintaining, and scaling software is still fraught with difficulty. Most organizations don’t have enough expertise and resources to develop all of the bespoke software they need, much less do it at a high quality bar. At Retool, we’ve set out to change this. We want to make custom software both abundant and exceptional. Building fast, reliable, and beautiful software shouldn't just be possible, but it should be effortless. More software—and radically better software—will continue to propel our society into a new era of prosperity and possibility. If you're interested in joining the mission - bringing good software to everyone - now's the time to join our team.

7

Gong's GTM teams love DealHub! We're geeking out over how Gong, the Revenue Intelligence leaders, are using DealHub.io to, well, rock their sales world! Their Deal Desk, RevOps, and Sales teams are all raving about the platform. Here's why DealHub is a hit at Gong: * Less Busywork, More High Fives: DealHub slashed manual work by 50%, freeing up time for what matters – closing those deals. * Crystal Clear Visibility: Say goodbye to pipeline mysteries! Everyone at Gong has a bird's eye view of the sales process. * Faster Sales Cycles: DealHub helped Gong accelerate their deal cycles, meaning quicker wins and happier customers. * Teamwork Makes the Dream Work: Collaboration is key! DealHub fosters seamless communication between all of Gong's awesome teams. Curious how DealHub can boost your RevOps magic? Check out the full story! https://okt.to/WeHlgw #RevOpsLife #SalesTeamWins #DealHubLove #CustomerSpotlight

28

2 Comments

A quick question for the PS and CS folks in my feed: What’s one onboarding strategy that has significantly improved your customer retention rates? I consistently hear about setting clear expectations, aligning goals, and identifying potential challenges in the onboarding process, but I'm looking for some more tangible strategies people are using that have clearly resulted in better customer retention. At Microcasting, Inc. I'm currently researching the challenges and successes of customer onboarding and how early actions can impact long-term customer success. I would love to get your insights! #CustomerOnboarding #CustomerRetention #Microcasting

1

1 Comment

Let’s nerd out and talk about the metrics in your comp plan for #CustomerSuccess managers. I’ve been thinking about this as we work together with our new Chief Customer Officer Brent Krempges and new Chief Revenue Officer Marilee Bear at Gainsight on our 2025 strategy. If a CSM is paid with 80% base and 20% bonus, the question is - what are the measures to calculate the bonus? Here are a few options we’ve considered: 💰 CSMs Incentivized Purely On Renewals: This one is attractive, in that it ties CSMs clearly to financial performance. Indeed, the reason many companies have cut CSMs is a belief that they don’t tie to the bottom line. The downside is that in companies with multi-year contracts, a comp plan tied 100% to renewals could lead CSMs to focus 100% on the near-term and miss out on long-term risk. Of course, this can be counteracted with actively weekly management of the team. In addition, if a CSM inherits accounts (e.g., from a departing teammate) that are already going to churn, it can feel punitive to the individual. Some companies manage this issue through exceptions. 🤝 CSMs Incentivized Purely On a Shared Renewal Target: In this approach, CSMs share a collective target - perhaps across a segment or region. The upside here is to reduce the short-term focus and mitigate the issue of a CSM inheriting un-saveable clients. The downside is each CSM has a minimal impact on the overall number. 🚦 CSMs Incentivized Purely On Leading Indicators: Here, CSM bonuses are calculated based upon metrics like adoption, NetPromoter Score, ROI delivered and executive alignment. This approach focuses CSMs on the future. But skeptical CFOs might consider the CSMs in this model to be a cost center. 📈 CSMs Incentivized On Renewals AND Leading Indicators: This is a good blend. However, if the plan has too many “levers,” it can become dilutive. For example, if there are 5 metrics and the bonus is 20%, each metric only represents 4%. ❤️ CSMs Are On 100% Base: While this might sound crazy, some companies have chosen to believe CSMs are “intrinsically motivated,” versus driven purely by compensation. That being said, the goal for CSMs can be confusing for teammates. 💲 CSMs Are On the Company Bonus Plan: Here, the goal is to align CSMs with corporate goals. But this model can suffer from the same dilution as #2 above - but worse. There are many more considerations too: 🙋🏾‍♂️ Do CSMs get incentives for upsell and cross-sell - e.g., a SPIFF for leads? 🙋🏾‍♂️ Do CSMs get compensated for customer advocacy? 🙋🏾‍♂️ Do CSMs receive “accelerators” for overperformance? How do you measure the bonus calculation for your team?

466

67 Comments

Thank you for the shoutout Tom Ryan ☁! Getting into Tech / #MarketingOperations can seem daunting. Especially when you dont even know what questions to ask! Here's my quick Guide to entering into operations / Salesforce. 1. Follow Sara McNamara, then Signup for her Newsletter. There is so much value here, and she gives it away for free. (Link in comments) 2. Signup for a Salesforce Developer Account 3. Head on over to Trailhead for Salesforce, Go through all the basics to start, hone in on what part of the basic trails you enjoy... and then dive deep! 4. Sign-up for a Husbpot Org. 5. If you would like to learn any kind of coding (HTML, CSS, JavaScript etc...) Code Academy is GREAT. But Also there's TONS of free content on youtube. I would START with Youtube to start... 🤝 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐭𝐢𝐞𝐬 𝐭𝐨 𝐉𝐨𝐢𝐧: 🤝 1. Ohana - Salesforce Slack 2. Marketing Operations Professionals - Slack 3. Wizard Of Ops - Slack Group 👷‍♀️ 👷‍♂️ 𝐀𝐠𝐞𝐧𝐜𝐢𝐞𝐬 𝐭𝐨 𝐟𝐨𝐥𝐥𝐨𝐰! 👷‍♀️ 👷‍♂️ 1. Sercante (Salesforce / Marketing Cloud) 2. Digital Reach Online Solutions- Hubspot 3. MarCloud: Expert Marketing Cloud Consultancy 4. DESelect (Salesforce Marketing Cloud) 🎙 𝑷𝒐𝒅𝒄𝒂𝒔𝒕𝒔: 🎙 1. Humans of Martech 2. Ops Cast 3. Indie Marketers Podcast 3. Salesforce Ben - (linkedin Lives are amazing...) 📚 Blogs 📚 Salesforce Ben Jenna Molby Sercante MarketingOps.com Neilpatels What did I miss?!?!?! I know there's more out there that i'm not thinking of this very moment... Please share in the comments 👇 #MarOps #MarketingOperations #SalesOperations #RevOps #Salesforce #Hubspot #podcasts #CareerGrowth

17

4 Comments

"There was a time when buyers were less incredulous about the decisions that they were making. Buying committees weren’t as large as they are now. Now sales and transactions are under a microscope." - Chris Turner, Sales Engineering Manager at @Salesloft On this episode of RevTalks, Chris and Rebby John, discuss changes to the sales and presales professionals’ roles, the keys to multithreading ever-expanding buying groups, getting to ROI faster in conversations, the story of “how” in sales, AI, and more. Full episode here: https://lnkd.in/ggc9wR3K

2

Here is the current version of my best practices for kickoffs. It's really an intro call - This is not requirements call. NOTE THE CSM interaction! Take about success criteria, not the weather Assign them homework that they need to do in order to "start" the project. This can help your metrics if you report on when project "starts" vs kickoff Are you doing any of these?

76

13 Comments

More incredible companies on the hunt for talent! Here's who's currently hiring for Senior GTM roles: ✱ Fleetio — Director, GTM Systems ✱ Kontakt.io — Vice President, Marketing ✱ Mercury — Head of Marketing ✱ Gong — Director, Services GTM Strategy ✱ Walnut — Head of Marketing ✱ Census — Director of Marketing ✱ Zendesk — Director, Sales Operations ✱ Harness — Director, Commercial & Mid-Market Sales ✱ Klaviyo — Director, Sales Operations ✱ Podium — Director of Sales Development ✱ Rippling — Director, Mid-Market Sales You know the deal: 💚If you know someone looking for a new opportunity, tag them. 💚If you're hiring, tag your company and mention any open roles! #hiringnow #jobalert #recruiting #tech #networking #saas #revops #GTM #GoToMarket #marketing #sales #hiring #jobpostings #jobhunting #openroles

19

1 Comment

Incentives matter... and there's an "incentive paradox" at play when product-led meets sales-led. When you are doing a great job with product education, have transparent pricing, and make it easy for anyone to get started, you will have inherently less meetings as a percentage of traffic. If you are measured on short term performance on meeting volume, it can be tempting to start to add friction back into the process. This is often a mistake. Product-led companies with a sales-led component will often do far better in the long run; as an easy to use, helpful, easy to learn product often attracts more champions, awareness, and funnily enough... demo meetings. You have to work transparently with other teams and to align on the goals and have the tough conversations with the stakeholders ahad of time so you don't find yourself scambling and making rash decisions. #productmarketing

3