Revenue Builders

In this episode, John Kaplan and John McMahon are joined by Sasha Anderson, Global Head of Customer Success at Canva and customer success management (CSM) expert to explore the evolving role of CSMs in sales organizations. The discussion covers whether CSMs should be more commercially focused or technical, based on product complexity and pricing models. Sasha emphasizes the importance of driving customer value and usage, especially in consumption-based models where revenue is tied to product usage. The conversation also delves into the challenges of specialization, the need for alignment between sales and CS teams, and the importance of performance metrics and operating rhythms. Practical advice is provided on building a high-performance culture within CSM organizations. This episode is a must-listen for leaders aiming to optimize their customer success strategies. Tune in and learn more on this episode of The Revenue Builders Podcast. ADDITIONAL RESOURCES Connect and learn more about Sasha Anderson: https://www.linkedin.com/in/sasha-b-anderson/ HERE ARE SOME KEY SECTIONS TO CHECK OUT [00:00:43] The Evolution of the CSM Role [00:01:32] Commercial vs. Technical Focus for CSMs [00:02:22] Impact of Consumption-Based Models [00:04:30] Challenges and Strategies in CSM [00:08:47] The Shift from Customer Support to Business Partner [00:11:13] Aligning CS with Revenue Goals [00:16:55] Building Strong Relationships Between CS and Sales [00:19:42] The Importance of Customer Engagement Models [00:28:58] Aligning Sales and Customer Success [00:31:18] The Importance of Specialization [00:31:55] Pros and Cons of Specialization [00:34:52] When to Consider Specialization [00:38:11] Performance Management in Customer Success [00:46:51] Building a High-Performance Culture [00:48:55] Operating Cadence in Customer Success Enjoying the podcast? Sign up to receive new episodes straight to your inbox: https://hubs.li/Q02R10xN0 HIGHLIGHT QUOTES [00:28:47] "Tight handoffs are so important...if you don't understand that there's a competitor sitting right there that understands it and they're willing to take advantage of that opportunity." [00:49:21] "The whole point of the operating cadence is a couple different things: everyone should know what's expected on them on what cadence too." [00:52:12] "If you want one of these roles in CS, in today's environment, you better know how to communicate up." [00:53:28] "As a CS leader, you're responsible for owning the narrative with your C suite, with your customers, with your board about what's happening in the business. And if you don't own the narrative, somebody else is going to own it for you."

This short segment comes from our recent episode on Reasons Deals Don’t Close with Force Management’s Anne Gary. Today’s conversation focuses specifically on metrics - how to align them to your buyer and why reps often struggle with getting this critical information from the customer. Be sure to check out the full episode with Anne here: https://revenue-builders.simplecast.com/episodes/key-reasons-deals-dont-close Don’t miss Force Management’s webinar on Building Consensus with Metrics. It’s geared towards reps and front-line managers. Share it with your teams. Here’s the link to sign up: https://hubs.la/Q02PG1Cf0

If you’re beginning to plan next year’s sales kickoff, this episode is a must-listen. John Kaplan and John McMahon talk about what the best SKOs do and how to structure the event so it’s meaningful, motivating, and focused on execution. Force Management has a list of free resources to help you align your SKO to your growth strategy. Check them out here: https://hubs.li/Q02Qr2B80 Also check out the podcast on building alignment with partners featuring Mongo DB’s Alan Chhabra: https://hubs.li/Q02Qr7Wn0

In this episode of the Revenue Builders Podcast, John McMahon and John Kaplan dive deep into the mechanics of closing high-stakes deals with industry experts Carl Froggatt and Joe Lynch. Drawing from their experience at Deep Instinct and Citibank, Carl and Joe discuss how leveraging expert knowledge—what Kaplan calls the "100-pound brains"—is crucial for aligning stakeholders, solving business problems, and ensuring successful deal outcomes. Learn how to strategically engage these experts early in the sales process and navigate complex client environments like Citibank. This episode offers actionable insights for anyone involved in enterprise sales, focusing on building strong internal and external champions. KEY TAKEAWAYS [00:02:09] The importance of understanding that companies like Citibank buy technology to solve business problems, not because it's "cool and flashy." [00:03:21] Building strong internal champions is as vital as having external champions. Relationships and sweat equity matter. [00:04:38] Similar-sized customers in the same vertical generally have the same needs, but their maturity levels can vary greatly. [00:06:20] Collaboration with key stakeholders to prioritize and validate business goals is crucial for successful pilot outcomes. HIGHLIGHT QUOTES [00:02:09] "Citi's not going to buy technology because it's cool and flashy; they're going to buy it to solve a business problem." [00:03:21] "Internal champions are just as important as external champions—building that personal and professional relationship is key." [00:06:20] "We just had so much data and due diligence, with champions like Carl helping us validate what really hits the nail on the head." Check out John McMahon’s book here: Amazon Link: https://a.co/d/1K7DDC4 Check out Force Management’s Ascender platform here: https://my.ascender.co/Ascender/ Read Force Management's eBook: https://www.forcemanagement.com/roi-of-sales-messaging

In this episode, John McMahon and John Kaplan dive deep into the essential elements of navigating job transitions from the perspective of a candidate. They discuss how to sharpen your focus, effectively network, and manage your energy to ensure success when hunting for your next sales or leadership role. With practical insights from industry leaders, this episode provides listeners with actionable advice on how to align personal energy with career goals, tackle interviews, and differentiate between position and opportunity. Tune in and learn more on this episode of The Revenue Builders Podcast. HERE ARE SOME KEY SECTIONS TO CHECK OUT [00:01:32] Understanding the importance of doing your homework before pursuing job opportunities. [00:02:09] The importance of expanding your network discreetly and strategically. [00:02:28] Energy management over time management: Focus on roles that energize you. [00:03:12] How to assess if an opportunity aligns with your energy and long-term goals. [00:05:03] Why prioritizing opportunity over position is crucial for long-term career growth. [00:07:32] The significance of being able to recruit talent when interviewing for leadership roles. [00:10:37] Treating interviews like sales calls: Ask great discovery questions and be a problem solver. [00:11:06] Demonstrating your ability to solve problems the company is facing as a candidate. [00:12:53] How to stand out during the interview process: A memorable story about silence, confidence, and a wink. HIGHLIGHT QUOTES [00:02:28] “People talk about time management. I don't believe time management exists. What I believe in is energy management.” [00:03:12] “You have to be honest about the things that give you energy and those that drain you.” [00:05:50] “90 percent of the time, people pick the position over the opportunity, and two years later, they call me back saying I was right.” [00:07:11] “When recruiting sales leaders, it’s not just about selling or managing—it's about who they can bring with them.” [00:10:37] “Prepare for an interview like a sales call: Ask discovery questions and be a problem solver.” [00:12:53] “To stand out, sometimes silence and confidence say more than words.”