From Customer Success Summit 2017 - Sherrod Patching, VP Customer Success at Leadspace, discusses "Creating Synergy Between Sales & Customer Success". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

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The Art of Sales & CS

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About Me
• VP of Customer Success at Leadspace
• Mom of 17 month old
• Lover of Music (once was a starving musician)
• Appreciator of wine
• Occasional Runner for sanity’s sake

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Introduction
• Sales & CS is Hard
• At Leadspace, we work closely in the account at all times
• Alignment is key
• Milestones are the places for successful involvements
• The secret to the Art of Sales & CS

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Sales & CS Synergy is Hard
• CSMs often feel like their role is to ‘defend’ the customer internally
• Sales reps calling in to at-risk accounts to hit their numbers creates additional risk
• The more an account grows, the more the hit hurts if they churn
• Counter-intuitive to the ‘foster and grow’ mentality CS needs for accounts

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Sales & CS Synergy is Hard
• Sales is given aggressive upsell numbers that need to be hit
• CS constantly leaves them out of the loop on important events
• SPIFFs for upsell to CSMs can go well, and also can go badly

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Focus on Outcomes Drives Desired Behavior
• At Leadspace, we have a ‘land and expand’ strategy
• Sales is also responsible for growth and partnering with CS in the renewal. The renewal
MRR is in their bookings quota
• Each CSM is responsible for managing their book of business, and renewing at their
segment MRR renewal number
• Sales runs any commercial conversation, keeping the CSM as the ‘trusted advisor’

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Start Well: Define the Handoff
• Sales & CS to meet (also SE if there was one) directly after sale
• Hand-off form gives clarity on key players, business objectives, use cases and
any risk; e.g. competitors
• Sales attends the Kick Off call

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Include Sales in the Key Customer Milestones
• End of Onboarding review: catch risk early (30-60 days from KO)
• The Executive Business Review (Quarterly or at month 6)
• The Renewal Business Review (90 days before renewal)

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Keep Communicating
• Scorecards for customer health gives focus to where there is risk
• Weekly renewal and at-risk account reviews
• Clear owners on next steps agreed in these meetings
• Chatter used to update both parties on outcomes from calls, meetings
• Slack used for ongoing conversations and questions on the account

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Model ‘Good’ From The Top
• The MOST important secret in the Art of Sales & CS is the relationship between the
Head of Sales and the Head of CS.
• The leaders determine if this will be a family or a war

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Take-away/Lessons Learned
• Align Sales & CS on Outcomes
• Handover Well
• Partner in the Key Customer Milestones
• As Leaders, Modeling the Good Working Relationship Starts with You.

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THANK YOU

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Q&A