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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 PT

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  1. Why should customer success and revops be aligned or work together? What’s the tangible benefit?

    Akira Mamizuka
    Akira Mamizuka

    LinkedIn Vice President of Technology and Product Operations • 3y

    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 along their journey, from pre-sales to post-sales. However, often those functions roll under different parts of the company, which results in misaligned goals, inconsistent measurement and inefficient resource ...Read More

    2,133 Views
    3 requests

  2. 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 Technology and Product Operations • 3y

    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 potentially) tend to have a "New Business TAM" that vastly exceeds their "Existing Business TAM". This tends to be the main reason companies prioritize New Business over Existing Business. A secondary and more ...Read More

    1,990 Views
    2 requests

  3. 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 Technology and Product Operations • 3y

    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 indicators: - Seat utilization - Renewal meeting 90 days ahead of renewal date - Account continuity - Customer-specific metrics (e.g. HC growth) - Documented and updated customer objectives With clarity arou ...Read More

    3,097 Views
    2 requests

  4. 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 Technology and Product Operations • 3y

    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 can be limited. A separate ticketing system for CS is not an issue on its own; however, if you respond "Yes" to any of the questions below, you might have an opportunity to enhance your Tech stack: - Do S ...Read More

    2,882 Views
    2 requests