Melissa Mendez

HubSpot adoption is critical to its success. There's no point investing thousands into your CRM if none of your team are using it. There's also no point if your team are using it, but only because they're being forced to (or need constant reminding from leadership to update their notes). The data that goes in will be the bare minimum to check a box, and won't actually be that valuable in helping you make decisions long term. Instead, show your team how to have the CRM work FOR them, not the other way around. Adoption then becomes a self-driven and self-motivated act by the team. That's what Outbound is all about. Making HubSpot adoption a self-motivated act. How good. #outbound #crm #hubspot

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I'd say it's not as black and white as it might seem. Initially, I was tempted to go all-in on the $500K account, but here's my take. The existing $100K client has product reliability issues and needs attention NOW. We all know how hard it is to rebuild trust once it's damaged. Keeping reliable revenue is gold, sometimes even more valuable than new logos. I can't just ghost a new $500K account. I'd front-load the first week focused on the renewal account—schedule the product meetings, create a solid timeline, and get everything in writing. Then, in week two, I would shift my focus to the new account, ensuring they know I’m setting them up for success. The key is being super transparent with both clients. I won't pretend I can be everywhere at once. Set clear expectations, leverage every internal resource available, and document everything to show leadership why this resource crunch creates unnecessary risk. Real talk! When our comp structure forces us to choose between saving existing revenue and properly onboarding new accounts, something needs adjusting. Maybe that's the bigger conversation we should be having. #CustomerSuccess #SaaS #Leadership #CustomerExperience

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How Dave, an underpaid CSM secured a remote CSM role in 3 weeks (without networking): Dave was a: • Underpaid CSM • Told there was no $ to get a raise • Fighting fires instead of giving value So he started to look for his next CSM role. But things were tough. He hadn’t interviewed in years His resume was a complete mess He didn’t know the market of 2024 So he reached out and we got to work with the F.I.R.E Framework 🔥: 1. Leveraged my 2 job boards to conserve energy 2. Used an automated apply tool to apply for him 3. New resume written by a tech SaaS recruiter 4. Overhauled his LinkedIn to stand out 5. New cover letter to be concise 6. My 10 task assignments 7. My 20 QBR templates 8. A new mindset It didn’t take long for him to get traction. One of my fastest clients to date. Typically it takes 2-3 months. He did it in 3 weeks! He got what he was looking for. • 95K role • Remote Job • Bonus payout • Growth opportunities • Build out the CSM organization Grateful I was able to help Dave get to where he wanted to go. So if you are a CSM who: • Want to find their next CSM job • Think networking is a waste of time • No growth at your current company • Unable to gain traction in this job market • Want help from an enterprise CSM and Tech SaaS recruiter • Need guidance from someone who’s helped 83 CSM’s find their next role Fill out my application form in my featured section and we’ll see if we’re a fit to work together. Or, you can DM me the word “DAVE” 2/4 spots in September left.

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Customer success folks, going through a conversation and feel like you're doing most of the talking? Great way to get your prospect or client to chime in is by asking something along the lines of... What deliverable does this go into? or How does this impact your deliverable on this? I feel like once you start to get into what you're showing them ends up impacting something they put their name on, they're much more likely to become interested, add context, and communicate value #customersuccess #sales

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How to prioritize activities as a CSM.   Use this simple approach to get your best work done.   If you’re like me, I sometimes fail to regularly fit in my proactive activities. I know if I don’t make time, my bottomless inbox won’t make it for me.    ➡ Dump all your tasks into 1 of the 4 quadrants ➡ Decide generally how much time to spend in proactive versus reactive activities ➡ Then be honest about what are priorities and what are not priorities Every CSM’s book of business is different, so you’ll need to tailor your approach and time allocation to your book and your industry. With a little trial and error, you can turn one long list of To Do’s into an intentional CS strategy, helping you keep the priorities, a priority. Hope this helps someone. If nothing else, it’s a good reminder for myself. 😄   ASK: Would love to hear how YOU prioritize your workload. 

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SDR managers should aim to build a team of leaders. Not followers. And it all starts with trust. One of the first things I told my team as a newly promoted SDR Manager was “I trust you.” Whether they were tenured or new, I trusted them to: - Experiment with different demand gen strategies - Share ideas and learn from others - Lead team training sessions - Execute on their plans - Ask for help Trust your reps and they’ll start to believe in themselves more. With that confidence, they’ll drive demand gen efforts and lead their territories to success. #sdr #bdr #trust

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Hate talking to sales? Now you don’t have to. Starting this week on Arc, you can now skip the sales calls when hiring for most freelance developer roles. Just sign up, post your job, and start reviewing candidates instantly—no hoops, no delays. Here’s how: 1. Post your job – List the role, skills, and details. 2. See candidates – Access profiles. Invite to interviews. 3. Hire fast – Connect with vetted freelancers right away. We’re excited to make freelance hiring faster and easier than ever. Let us know your thoughts or feedback below! Ready to try it out yourself? Visit arc.dev today.

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SDR Dashboards - what do you want to see? Gimme your top 3 stats/charts/reports you like to see on YOUR dashboard for pipeline gen. There's the obvious activity levels and SQL/SAL volumes but what else do you like to see.....

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4 things that 𝘄𝗼𝗻’𝘁 get you a CSM Job: DM'ing countless people for a "referral" Praying to the networking gods Listening to retired CSM's Thinking ATS is real (it's not) 4 things that 𝗪𝗜𝗟𝗟 get you a CSM Job: A burning desire to apply to 20-50 jobs a day A single resume and cover letter A story telling framework for your career A reality check from people that work the job Combine 1 -> 4 . And you’ll never need the above nonesense. Ever. ↓ p.s. if you want to use my job board to get interview traction, join 3,205 CSM's who use it to get them interviews (it's free, link in comments)

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People that care about UX and productivity for sales people: SDR Managers (god bless you wonderful folks). I do find that most direct managers in Sales aren't polling their employees--especially AE's to find out what's not working, what they are putting up with and not complaining about. There are tons of tools that sales folks are buying on their own dime like Scratchpad, Superhuman, etc. We all care about "giving developers the right tools to stay in flow".. but your revenue team? Sure, leaders need our forecasting tools and enablement systems (maybe)--but ask your team "what sucks about this CRM layout, how does thing work on your mobile device, what things are getting in your way, how much time do you spend clicking around poorly designed tooling interfaces---and what would move the needle for you". As an AE-centric leader, i'm working to put things in place that sure--make folks more productive--but that they don't hate using. What say you? whats sucks in your world? what tools do you buy on your own to deal with your day? or even how should the world work for a day-to-day SDR/AE/Account Manager, etc

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Moving from Product Voice to Customer Voice If your messaging starts with "We help," "We're the best," or "We're the only solution," you're losing your audience fast. Most salespeople lead with what they do. But the truth is, no one cares about your solution - until they know you understand their world. The best way to stand out? Use the Customer Voice instead: ❌ "We're the fastest IT service provider." ✅ "We're hearing from [job title]s that efficiency and downtime are critical concerns. What challenges are you facing right now?" Stop telling people how great you are. Start telling them you understand what they need. Curious how to make this shift in your outreach? Drop a comment below, and I'll share more tips!

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Want to get started working in Customer Success? I've been working in client-relation roles for 8 years now. And what I can tell you (from experience) is to do well, you need to listen, hear what's behind someone's problem, and understand the deeper "why". So, here's the 1 tip I'd give you if you wanted to pursue a similar career path: Mirroring When you repeat back what someone says, you accomplish a few things: • First, you've validated they're being heard. • Second, they'll clarify if you didn't quite understand them. • Third, you'll get confirmation that you're both on the same page. Ultimately, it's about staying aligned so expectations are met (and hopefully exceeded). Which leads to everyone being happier and more successful.

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SDR Leaders - What are you doing this week to drive a big push in the last 2 months of the quarter? SDR roles can be the most monotonous and soul destroying if you're just having to "smile and dial" all day. You've got to be self motivated every day and put up with rejection. It's our job to inject some fun and competition. Here's one idea, that I'm launching today. SDR Ryder Cup. 4 teams of 3, mixing our UK and US teams 9 holes, 3 par 3, 3 par 4 and 3 par 5 Different par holes have different difficulty levels to complete and win the hole based off KPIs and some fun things thrown in too. You can collect prizes along the way #sdr #sales #gamification

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The biggest reason you aren’t getting CSM job interviews: Your resume, linkedin, and cover letter. 3 more reasons you’re not getting interviews: 1. You aren’t telling the company WHY you are valuable to them.     2. You also aren’t even showing off everything you’ve accomplished in your career.     3. You haven’t shown how you were valuable to your last employer Every single client i’ve worked with gets: -A hand-written customized resume -A cover letter -LinkedIn Feedback This is done by a 10 year SaaS tech recruiter (not outsourced to a resume company like some “others” 🫢) The results? 75+ people have secured roles using our 1 method that WORKS. And I'm tired of keeping this method a secret. So I had a thought... I'm thinking of hosting a group training session on Zoom next week and sharing all my secrets. And we’re giving it all to you. We'll cover: • All the insider tips/ tricks for crafting an ATS resume • What recruiters want to see (and hear) on a resume • The biggest resume mistakes that drive recruiters nuts • What a cover letter should and should not be • Why your LinkedIn is critical to success You’ll also get personalised feedback on your resume, my CSM resume, and a few other goodies we’re working on. If you're interested, DM me now with the code word "ATS". I'm only going to do it if I get 10 people interested, so I'll let the audience decide. This could be the turning point that takes your CSM job hunt to the next level. Ready to smash those resumes out of the park? Let me know in the DM’s.

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Struggling to get started with HubSpot CRM? Stop guessing and let’s set it up right! 📌 The Ultimate HubSpot CRM Workshop is happening on Dec 11th, 10 AM–12:30 PM EST. 🔑 Here’s what you’ll gain: ✅ A fully customized, ready-to-use HubSpot CRM. ✅ Expert-led guidance to optimize your setup. ✅ Pipelines, sequences, dashboards, and automation tailored to your business. 👉🏽 Reserve your spot today! https://hubs.la/Q02-pqpS0 #HubSpotCRM #CRMExperts #SmallBusinessGrowth #EternalWorks

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How Blaire, an underpaid CSM secured a 85K remote CSM role in 5 weeks (without networking) Blaire was a: • Denver CSM • Newly engaged • Failing to get job interviews • Underpaid, overlooked, and undervalued She was searching by herself before we worked together. 1. No idea how to quickly apply for CSM roles at scale 2. Lacked a strong LinkedIn profile for recruiters 3. Struggled to stand out among applicants. 4. Didn’t feel confident in her talk tracks. 5. Was barely getting any traction. She was losing her mind and her savings quickly. When she couldn't take it any longer, she turned to me for help. We gathered the flint and set the FIRE framework in motion. 🔥 We: • Together, we fine-tuned her talk tracks and built powerful, results-driven stories. • Leveraged our job boards and automated application tool to maximise her time. • Rewrote her resume, cover letter, and LinkedIn profile; by a 10-year tech SaaS • Communicated regularly on Slack each week to maintain forward momentum. • Partnered on task and QBR assignments using our optimised templates. In this first WEEK, she secured 3 different interviews. We even got to a final round. But the recruiter wasn’t happy with our final presentation. So we pressed on. (that’s the only thing you can do) We went for another SaaS company. We tightened up her talk tracks. We collaborated on her slides to help get them to a better place. She was ready. SHE CRUSHED IT Then we got the offer. The job we were searching for. • Remote Role • $85,000 USD • Opportunity to grow within the company • Ability to travel the world while she worked. Helping transform Blaire's life fills me with immense gratitude—there's nothing more fulfilling. So if you are a CSM who has lost their confidence and: 1. Looking to work with a real CSM and SaaS recruiter 2. Think that networking is as outdated as Joe Biden 3. Want to use my auto-apply tool and 2 job boards 4. Be part of a slack community with other seekers 5. Prefer to work with a proven coach, not a guru. 6. Open to receiving direct feedback DM me “October” and i’ll send you the details; 1 spot left.

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Kristi Faltorusso, you've hit the nail on the head! As a CSM myself, I've seen firsthand the importance of adopting a sales-like mentality. Securing the next meeting is crucial for maintaining momentum and driving results. It's frustrating when there's a lack of urgency or proactive planning. I believe that CSMs who master this skill can significantly impact customer satisfaction and revenue. It's about building a strong relationship and demonstrating a genuine commitment to the customer's success.

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How Danielle, a laid off and burnt out CSM got 3 remote job offers (in just 2 months): Danielle was a: • NYC native • Mother of two • Enterprise CSM at big names companies • Burnt out from the job market and the rejection She had an incredible background with enterprise experience. But: • She couldn’t close the final QBR rounds • Was getting discouraged from getting beat out • Had to take time off to mentally reset and get her energy back She had a final round where she was rejected. Enough was enough. So she reached out, we got our Bic lighters and began our F.I.R.E framework We: • Rewrote her entire resume from scratch showing off her enterprise roles • Overhauled her cover letter to build up her pipleline of interviews • Re-ignited her confidence that she can get a job with our tools • Worked intensely together on her QBR mock presentations • Leveraged our auto-apply tool and 2 job boards Things were moving fast. Danielle is a rockstar and takes action quickly. She was getting interviews ASAP and making her way to final rounds. Her confidence was coming back. It was incredible to see. 6 Final rounds secured. We worked hard on preparing her: • Slides • Talk tracks • Resources to research • Handling any objections Then we did it. Not 1. Not 2 BUT 3 CSM JOB OFFERS! Oh and the range was $160k-190k OTE ❤️ This is the outcome that I live for. And when you work with me: • You aren’t some number (that’s why I only take 5 a month) • You get up to date insight of a CSM who works in the field daily • You get my full attention and knowledge customized to your needs So if you are a CSM who: • Cannot get a job offer • Needs to re-ignite their confidence • Wants to close the deal on the final stages • Is open to being coached by an enterprise CSM DM me the word “Danielle” 1 more spot left for August

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