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Jay Makarov 108 𝐏𝐨𝐬𝐭-𝐒𝐚𝐥𝐞𝐬 𝐌𝐞𝐭𝐫𝐢𝐜𝐬 𝐢𝐧 𝐁2𝐁 𝐒𝐚𝐚𝐒 & 432 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭𝐬 How to transform your Customer Success performance from point A to point B? What are the benchmarks and how to get there? We spent 3 weeks, interviewed 10+ experts and prepared a comprehensive guide on how to measure and improve outcomes in post-sales. 𝐓𝐡𝐞 𝐠𝐮𝐢𝐝𝐞 𝐜𝐨𝐯𝐞𝐫𝐬 7 𝐩𝐨𝐬𝐭-𝐬𝐚𝐥𝐞𝐬 𝐬𝐭𝐚𝐠𝐞𝐬 - Onboarding - Adoption - Support - Renewal - Expansion - Advocacy - Operations 𝐄𝐚𝐜𝐡 𝐦𝐞𝐭𝐫𝐢𝐜 𝐢𝐧𝐜𝐥𝐮𝐝𝐞𝐬 15 𝐩𝐫𝐨𝐩𝐞𝐫𝐭𝐢𝐞𝐬 𝐰𝐢𝐭𝐡 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬: 𝑮𝒆𝒏𝒆𝒓𝒂𝒍 𝑰𝒏𝒔𝒊𝒈𝒉𝒕𝒔:   - Post-sales Stage   - Metric Name   - Description   - Why is it Important   - Formula   - Priority   - Frequency   - Benchmark   - Exceptions 𝑾𝒉𝒐 𝒊𝒔 𝒓𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒍𝒆 𝒇𝒐𝒓 𝒐𝒖𝒕𝒄𝒐𝒎𝒆𝒔 𝒂𝒏𝒅 𝒉𝒐𝒘 𝒕𝒐 𝒊𝒎𝒑𝒓𝒐𝒗𝒆 𝒕𝒉𝒆𝒎 (𝒘𝒊𝒕𝒉 𝑩𝑩𝑩𝑩 𝒔𝒕𝒓𝒂𝒕𝒆𝒈𝒊𝒆𝒔):   - Roles responsible (CS Leader, CSM, AM, …)   - Buy (what experience and CS Archetype to hire)   - Bot (what tools to use)   - Build (how to upskill)   - Borrow (which experts to involve) We've crafted this guide for our startup Talentway, but we're excited to share and develop it with the Customer Success community. 𝐇𝐨𝐰 𝐭𝐨 𝐚𝐜𝐜𝐞𝐬𝐬 𝐭𝐡𝐞 𝐆𝐮𝐢𝐝𝐞: 1️⃣ Just leave any comment below 2️⃣ Send me a connect request ...so I can share the link via DM 📩 #b2b #saas #CS

108 𝐏𝐨𝐬𝐭-𝐒𝐚𝐥𝐞𝐬 𝐌𝐞𝐭𝐫𝐢𝐜𝐬 𝐢𝐧 𝐁2𝐁 𝐒𝐚𝐚𝐒 & 432 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭𝐬 How to transform your Customer Success performance from point A to point B? What are the benchmarks and how to get there? We spent 3 weeks, interviewed 10+ experts and prepared a comprehensive guide on how to measure and improve outcomes in post-sales. 𝐓𝐡𝐞 𝐠𝐮𝐢𝐝𝐞 𝐜𝐨𝐯𝐞𝐫𝐬 7 𝐩𝐨𝐬𝐭-𝐬𝐚𝐥𝐞𝐬 𝐬𝐭𝐚𝐠𝐞𝐬 - Onboarding - Adoption - Support - Renewal - Expansion - Advocacy - Operations 𝐄𝐚𝐜𝐡 𝐦𝐞𝐭𝐫𝐢𝐜 𝐢𝐧𝐜𝐥𝐮𝐝𝐞𝐬 15 𝐩𝐫𝐨𝐩𝐞𝐫𝐭𝐢𝐞𝐬 𝐰𝐢𝐭𝐡 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬: 𝑮𝒆𝒏𝒆𝒓𝒂𝒍 𝑰𝒏𝒔𝒊𝒈𝒉𝒕𝒔:   - Post-sales Stage   - Metric Name   - Description   - Why is it Important   - Formula   - Priority   - Frequency   - Benchmark   - Exceptions 𝑾𝒉𝒐 𝒊𝒔 𝒓𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒍𝒆 𝒇𝒐𝒓 𝒐𝒖𝒕𝒄𝒐𝒎𝒆𝒔 𝒂𝒏𝒅 𝒉𝒐𝒘 𝒕𝒐 𝒊𝒎𝒑𝒓𝒐𝒗𝒆 𝒕𝒉𝒆𝒎 (𝒘𝒊𝒕𝒉 𝑩𝑩𝑩𝑩 𝒔𝒕𝒓𝒂𝒕𝒆𝒈𝒊𝒆𝒔):   - Roles responsible (CS Leader, CSM, AM, …)   - Buy (what experience and CS Archetype to hire)   - Bot (what tools to use)   - Build (how to upskill)   - Borrow (which experts to involve) We've crafted this guide for our startup Talentway, but we're excited to share and develop it with the Customer Success community. 𝐇𝐨𝐰 𝐭𝐨 𝐚𝐜𝐜𝐞𝐬𝐬 𝐭𝐡𝐞 𝐆𝐮𝐢𝐝𝐞: 1️⃣ Just leave any comment below 2️⃣ Send me a connect request ...so I can share the link via DM 📩 #b2b #saas #CS

Jay Makarov : 108 𝐏𝐨𝐬𝐭-𝐒𝐚𝐥𝐞𝐬 𝐌𝐞𝐭𝐫𝐢𝐜𝐬 𝐢𝐧 𝐁2𝐁 𝐒𝐚𝐚𝐒 & 432 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭𝐬 How to transform your Customer Success performance from point A to point B? What are the benchmarks and how to get there? We spent 3 weeks, interviewed 10+ experts and prepared a comprehensive guide on how to measure and improve outcomes in post-sales. 𝐓𝐡𝐞 𝐠𝐮𝐢𝐝𝐞 𝐜𝐨𝐯𝐞𝐫𝐬 7 𝐩𝐨𝐬𝐭-𝐬𝐚𝐥𝐞𝐬 𝐬𝐭𝐚𝐠𝐞𝐬 - Onboarding - Adoption - Support - Renewal - Expansion - Advocacy - Operations 𝐄𝐚𝐜𝐡 𝐦𝐞𝐭𝐫𝐢𝐜 𝐢𝐧𝐜𝐥𝐮𝐝𝐞𝐬 15 𝐩𝐫𝐨𝐩𝐞𝐫𝐭𝐢𝐞𝐬 𝐰𝐢𝐭𝐡 𝐢𝐧𝐬𝐢𝐠𝐡𝐭𝐬: 𝑮𝒆𝒏𝒆𝒓𝒂𝒍 𝑰𝒏𝒔𝒊𝒈𝒉𝒕𝒔:   - Post-sales Stage   - Metric Name   - Description   - Why is it Important   - Formula   - Priority   - Frequency   - Benchmark   - Exceptions 𝑾𝒉𝒐 𝒊𝒔 𝒓𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒍𝒆 𝒇𝒐𝒓 𝒐𝒖𝒕𝒄𝒐𝒎𝒆𝒔 𝒂𝒏𝒅 𝒉𝒐𝒘 𝒕𝒐 𝒊𝒎𝒑𝒓𝒐𝒗𝒆 𝒕𝒉𝒆𝒎 (𝒘𝒊𝒕𝒉 𝑩𝑩𝑩𝑩 𝒔𝒕𝒓𝒂𝒕𝒆𝒈𝒊𝒆𝒔):   - Roles responsible (CS Leader, CSM, AM, …)   - Buy (what experience and CS Archetype to hire)   - Bot (what tools to use)   - Build (how to upskill)   - Borrow (which experts to involve) We've crafted this guide for our startup Talentway, but we're excited to share and develop it with the Customer Success community. 𝐇𝐨𝐰 𝐭𝐨 𝐚𝐜𝐜𝐞𝐬𝐬 𝐭𝐡𝐞 𝐆𝐮𝐢𝐝𝐞: 1️⃣ Just leave any comment below 2️⃣ Send me a connect request ...so I can share the link via DM 📩 #b2b #saas #CS

The path to customer's success can feel dark and scary. The post sale customer facing world in B2B SaaS is not for the faint hearted, it can be very brutal. If your feelings get hurt easily - do NOT enter. I cannot even count- -- The number of times the CSM/onboarding mgr. hears & responds to: "your product lacks the most critical features" -- The number of times the CSM/support mgr. hears & responds to: "your product has too many bugs/ is difficult to use/ broken" -- The number of times the CSM hears & responds to: "your product did not help us attain the most important outcome, we may not renew" -- The number of times the CS leader hears & responds to: "your onboarding/ support/ success/ product team is useless - they make promises but never deliver" Even for the relatively mature products with a strong customer success org. culture - we have customers who take time or misunderstand or find it difficult or think it's broken or get stuck in difficult business situations. And yes they tell us, along with with the emotions they feel as they are not able to get the job done. So it is fair. Anything that a customer perceives is fair and needs to be rectified. We continuously evolve, do more, do better that is a large part of customer success roles. Even when the words are harsh and the comments brutal, we show real empathy and bias for action. That is the role. So again, if your feelings get hurt easily - do NOT enter. #customersuccess #job #csm #customersuccessmanager #customersuccessmanagers #customeronboarding #linkedin #management #startup #startups #founder #founders #CXO #cxos #CSleaders #customersucessleaders #supportmanager #accountmanager #b2b #saas

A hard truth about consulting: Most clients don't care about your process. They don't care about your frameworks. They don't even care about your experience. They care about one thing: Can you solve their specific problem? Read that again. I tested this with 2 different LinkedIn profiles: Profile 1: "20 years of experience in operations, process improvement, and team leadership" Profile 2: "I help Series B SaaS companies reduce customer churn by fixing onboarding bottlenecks" Same experience. Same person. Different positioning. Profile 2 got 3x more inbound requests. Specificity sells.

🥊 Hey #RevOps, do you ever feel like a punching bag? Or like you have to put the gloves on, and come up swinging? Does it sometimes feel like you versus #Sales, #Marketing, and #CustomerSuccess? And I bet the sales, marketing, and #CS teams feel like they are on the other side of the punches at times! 🥊 If you ever feel like this, I challenge you to take a step back and focus on the top priorities. Try to identify where the friction is and work with the teams to remove it. My experience has taught me that oftentimes there's an unintentional lack of communication, and true dialogue gets missed amidst constant meeting fatigue and the fast-paced hustle of our business. 🥊 If there's friction between #RevenueOperations and #Sales, ask yourself why. Maybe something isn't working great. Maybe you haven't demonstrated value to the team. Maybe you're inadvertently creating more work for Sales, making them check a bunch of unnecessary boxes. Maybe the #CRM isn't as user friendly as you think it is? 🥊 Sales, if RevOps is constantly barking at you, have you given feedback? Have you taken the time to have a conversation? Have you at least tried the thing they want you to do? #ContinuousImprovement is critical, and forming a unified vision within the #CRO org (and other departments) will help remove friction and keep communication open. #SalesOps and other #Ops teams need to proactively capture feedback, and strive to implement changes that make the over-all experience of the teams they support better! If you ever hear the term "we" do it this way and "they" do it that way, or "we" have always done xyz and "you" can do it your way, then you may have misalignment in your organization. I know it can be a challenge, but there should be a unified goal in the CRO org. I suggest this proactive approach for RevOps: 👉Regular, intentional sessions with the teams you support (separately) sales, marketing, etc. Get with the leaders and team members to resolve issues, take action, be proactive, make a plan, or just chit-chat!!! 👉Over-communicate - don't just do a single 1-hour training that people will fall asleep during, while multi-tasking, and never watch the recording 💤 BORING and not memorable. Instead, create short recordings (1-2 min) - post in your slack channel, or wherever your people can quickly and easily access from their phones, and pin them somewhere the team can always refer back to. 👉Formalize a way to capture feedback, regularly review it, and actually implement the suggestions - and if you are not implementing the suggestion - have a chat with the suggester as to why 👉Don't overwhelm the the team with change, after change, after change. Do it in small chunks, get feedback, and iterate. Revenue Operations Alliance #Alignment #SalesOperations #MarketingOperations Rebecca Stewart Jack Debono Will Burden Vivek Gulati Rose Johnstone #RevenueEnablement #SalesEnablement Sales Enablement Collective Yes, that's me at my gym this morning!

Revenue Operations (RevOps) stands out as the most desired strategic approach that delivers long-term value in today’s SaaS world.   RevOps was never about just about short-term gains; it’s a holistic, data-driven approach that aligns sales, marketing/content, and customer success/growth teams to drive revenue growth by improving the ratio of customer acquisition cost to total lifetime value. If you’re opting for this approach as a sales/revenue manager you also need to train/hire the right people who demonstrate the following:   1.   Your team needs to navigate changing market dynamics, adopt new technologies (e.g. making personalized videos to make onboarding or sales reach outs easier) and make their peace with the fact that all departments have the same end goal (can be instilled by have a collective incentive) 2.   You need people who will breakdown silos between departments. Seek out individuals who not only excel in their specific role but also thrive in cross-functional environments. 3.   Your hiring strategy should reflect your long term focused will to invest in talent that not only meets current needs but also has the potential to grow with the organization. Consider candidates/training regimes that will instill passion for continuous improvement and professional development.   No sales/revenue manager can do this on their own. They need their team to be on their back supporting their ideas and that can only be achieved if constant feedback is being taken from them otherwise there will never be any ownership of the changing policies. Keep the following points in mind:   1.   Your team members have valuable insights into what’s working and what’s not especially sales and onboarding. You can only learn the ground reality by encouraging an open feedback culture where everyone feels safe to share their ideas and concerns. 2.   The feedback needs to be regular so that it allows you to identify areas for improvement and make data-driven decisions to optimize processes and strategies. 3.   As Daniel Pink says when employees feel heard and valued, they’re more likely to be engaged and showcase ownership towards the organization’s success. Actively giving feedback fosters a culture of trust and accountability.   RevOps is a long-term approach that requires a strategic approach to hiring/training and a commitment to continuous feedback and improvement. Invest in adaptable talent and leverage key and valuable insights of your team. #SaaS #RevOps #Sales #B2BSaas  

As a Customer Success Manager, I've created and utilized various tech touch programs to engage customers, ensure seamless onboarding, and drive long-term success. Some examples include: 1. Automated email workflows: I've set up email sequences using marketing automation tools like HubSpot to nurture leads, welcome new customers, and provide educational content. 2. Onboarding portals: I've created customized onboarding portals using tools like Salesforce or Zendesk to centralize resources, track progress, and facilitate communication. 3. Customer health scores: I've developed and implemented health score systems to measure customer engagement, adoption, and satisfaction, enabling data-driven interventions. 4. Regular check-in cadences: I've established regular touchpoints via phone, email, or video conferencing to ensure customers receive timely support and guidance. 5. Self-service resources: I've developed and maintained knowledge bases, FAQs, and tutorial videos to empower customers and reduce support queries. 6. Net Promoter Score (NPS) campaigns: I've designed and executed NPS surveys to gauge customer satisfaction, identify areas for improvement, and drive retention. 7. Customer advocacy programs: I've created programs to encourage customer testimonials, case studies, and referrals, fostering a loyal community. 8. Quarterly business reviews (QBRs): I've prepared and delivered QBRs to showcase customer progress, align on goals, and strategize for future success. #CustomerSuccess #CSM #tech #TechStartups #Startups #Startup #Career #skills #GrowthMindset #hiring #LetsConnect #GlobalTalent

STOP blending in. I give this advice to all my candidates when they meet hiring managers👇🏼 “If you took the company name out of the picture, would it still be clear you’re talking about them?” Too often, you give generic answers that could apply to any company. Here are key tips to stand out: 💡Know the product: Understand the SaaS solution thoroughly - what problems it solves and who it benefits. 🔎Understand industry challenges: Research current trends and pain points in the market that the company addresses. This shows strategic insight. 🪡Tailor your value proposition: Link your skills directly to the company’s goals. 🤝Align with their mission: Show how your values connect with the company’s mission, demonstrating genuine interest and passion. If you’ve read up to here And only take one thing away from all of this, STAND OUT!!! In this competitive market, surface-level answers are out, stand out answers are in. #SaaS #SDR #SDRHiring #Sales #Tech