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Akira Mamizuka

AMA: LinkedIn Vice President of Go-to-Market Operations, Akira Mamizuka on Customer Success / Revenue Ops Alignment

January 10 @ 10:00AM PST
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LinkedIn Vice President of Go-to-Market Operations, Akira Mamizuka on Customer Success / Revenue Ops Alignment
Top Questions
Why should customer success and revops be aligned or work together? What’s the tangible benefit?
Akira Mamizuka
Akira Mamizuka
LinkedIn Vice President of Global Sales Operations, SaaS • January 10
At LinkedIn, we believe that customer value is a "true north" objective. In fact, we know that successful customers tend to expand their relationships with LinkedIn over time, leading to revenue and profit growth. On the B2B Tech space, multiple functions interact with customers and users alon......Read More
1232 Views
3 requests
Consistent revenue growth and renewals are both touted as super important in my org, but net new sales seems to be more important to leadership than retention. How can a revops role help with that?
Akira Mamizuka
Akira Mamizuka
LinkedIn Vice President of Global Sales Operations, SaaS • January 10
At LinkedIn we use the TAM (Total Addressable Market) approach to tackle this problem. First, we separate the "New Business TAM" from the "Existing Business TAM", in order to understand penetration and "headroom" in each category. Startups, early stage companies (and even mature companies pote......Read More
1108 Views
2 requests
My org has a completely separate ticketing system for CS issues that is siloed to only CS reps. What’s the best way for revops to help with this situation? Why is it important to remove a silo like this?
Akira Mamizuka
Akira Mamizuka
LinkedIn Vice President of Global Sales Operations, SaaS • January 10
Although I am not a Systems expert, I have experienced this challenge as part of my RevOps career. From my standpoint, the root cause maps to the fact that most CRM Systems are built with the "Sales" use case at its core, and often the workflows and capabilities for Customer Success and Support c......Read More
1368 Views
2 requests
Marketing and sales don’t understand the reasons that drive lost renewals and they just seem to blame CS. How can revops help align with all departments so that we can all work together to understand the challenges facing renewals?
Akira Mamizuka
Akira Mamizuka
LinkedIn Vice President of Global Sales Operations, SaaS • January 10
Correlation between Go-to-Market actions and renewal success is one of the most studied areas in SaaS firms. Although the answer will vary for each firm, having a data driven point of view on actions and indicators that lead to positive renewal outcomes is imperative. Examples of actions and indi......Read More
1740 Views
2 requests