AMA: Checkr Director, Revenue Operations, Lauren Davis on Customer Success / Revenue Ops Alignment

Never underestimate the importance of building strong relationships at work. I honestly think all of this stems from building good relationships with the leadership across the teams and showing how RevOps can help CS improve, operate more efficiently, and achieve their goals. The fact of the matter is, both teams are working towards the same goals. When I’ve seen situations like this before, I think it’s best to focus on the following: Focus on the shared goals across the two teams. Create share ...Read More

The answer is, it depends. It depends on exactly what you're referring to when you say "customer data," how your org is setup, and where the data lives.  Customer data is many things: Firmographic/demographic information Contract, pricing, billing information Product usage Communication (ex. emails, meetings, calls) Rep-created (ex. account plans, notes) There needs to be an owner for each of these pieces and an owner on the strategy of how to connect them all into a single view. The latter is o ...Read More

RevOps’ role is to understand the entire customer journey, each team’s role, the company strategy, and how all those pieces mesh. While each GTM team (sales, marketing, customer success) is and should be focused on executing and hitting today’s goals, RevOps is thinking about tomorrow’s goals, what needs to happen in order to scale, and how to drive consistent, sustainable growth. There are many reasons and benefits to work together: Internal alignment and advocacy. A key part of the RevOps role ...Read More

It’s not uncommon for leadership to fixate on sales because it’s very easy to see the result: I hire one sales person, I get $X in incremental revenue. But the fact of the matter is that you can’t have sustainable revenue growth without retaining customers. For this problem in particular, I’d focus on two things: Breaking down revenue growth to show retention as part of the equation. For revenue this year, what % came from existing customers vs. new sales. If upsells and expansion live in CS, br ...Read More