Customer Success / Revenue Ops Alignment

How can revops and the CS leader work together without anyone feeling like revops is “stepping on cs toes?”

2 Answers

Lauren Davis

Checkr Director, Revenue Operations • December 6

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 m......Read More

1639 Views

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?

2 Answers

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

1158 Views

Do I need to have a CS ops role? When should I think about one if we don’t have one. Should this role report to Revops or somewhere else?

1 Answer

Shona Fenner

PetDesk Sr. Customer Success Operations Manager • February 22

Well... does your team use repeatable processes? Do you send customer communication campaigns? Do you need better customer insights or to start determining the "health" of your customers? If yes, then CS Ops can help! Having CS Ops report into RevOps helps keep the intricacies of your customer jo......Read More

541 Views

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?

1 Answer

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

908 Views

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?

2 Answers

Lauren Davis

Checkr Director, Revenue Operations • December 6

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 ......Read More

1034 Views

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

2 Answers

Lauren Davis

Checkr Director, Revenue Operations • December 6

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, wh......Read More

1186 Views

Who should own the customer data? Customer success or Revops or Sales or another department?

1 Answer

Lauren Davis

Checkr Director, Revenue Operations • December 6

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 * Communi......Read More

1594 Views