Who Owns Upsells? Creating a Cohesive Relationship Between Sales and Customer Success
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Transcript of Who Owns Upsells? Creating a Cohesive Relationship Between Sales and Customer Success
Who owns upsells? Creating a Cohesive Relationship between Sales and Customer Success
Whitney HillyerVP of Customer Success@whitneyhillyer
BITLY LAUNCHED2008
90 Employees
3 OfficesNY, Denver, and SF
1200 Enterprise Customers
1M Active monthly free users
2 hourONBOARDING
$1500/MRRASP
$720/MRRAvg. Upsell ASP
19 on CS Team
23/25 Top Global Brands
A Historical Breakdown: Sales & Success
VP of Sales
NEW BIZCS
A Historical Breakdown: Sales & Success
SALES NEW BIZ PROBLEM
CS
A Historical Breakdown: Sales & Success
SALES NEW BIZ PROBLEM
CS
$$$
Sales was valued for success.
Success was punished for problems.
The Paradigm Shift
Moving from a Sales Funnel to a Sales Hourglass
Sales LifecycleVP of Sales
Variable CompNew Biz
$$$
iz mp
Customer LifecycleVP of Success
Upsells & RenewalsVariable Comp
$$$
Our Journey
2014 Planning…..
Opportunity Scoping AUTOMOTIVE FOOD & BEVERAGE TECHNOLOGY FINANCIAL SERVICES E-COMMERCE
EDUCATION MEDIA & PUBLISHING ENTERTAINMENT RETAIL TRAVEL
Rewriting the Rules
SALES CUSTOMER SUCCESS
ALL EXPANSIONNEW LOGOS
The Why• Two is better than One
• Increased knowledge
• Decreased time and frustration for the client
Good story…..
The How
• Created Strong Rules of Engagement• Trained current people and hired different people• Restructured the team and tiered our accounts• Set aggressive activity goals• Rebuilt the comp plan
So how’d it go…..
Year One….
Upsells
+40%+267%
of new revenue is drivenby Customer Success
Churn
-25%
Upsells accelerate our long-term growth
And have lead to 10 quarters of Net Negative Churn
Being Adapative and Adoptive - New Rules
SALES CUSTOMER SUCCESS
STRATEGIC ACCOUNTS
2015….
Strategic Accounts
1 Ent. Rep1 Snr CSM
10 Parent AccountsEx: NBCU, Amazon
Accounts Only(10+ brands)
2X Comp2X Quota Relief
TargetsTeam Focus Comp
ENTERPRISESALES
CUSTOMER SUCCESS
NEW BIZ
LTV
2016….
6 MONTHS
Ok but how did this impact culture?
Culture starts at the top
How we’ve maintained culture
Key Takeaways
• Make sure Sales & Success are on equal levels within your organization
• Build a holistic customer experience owned and run by customer success
• Consider a Land and Expand Approach - IT WORKS!
• Create strong and enforceable rules of engagement but also be adaptive
• Pay attention to the culture - especially at the top
“A 2% increase in upsells
can lead to a 28% increase in valuation.”
And don’t forget….
- Open View Partners
Q&A