Elliot Greenwald

A poorly executed #customersuccess strategy will kill your #NRR for years to come. I've seen it first-hand too many times over the years. Here is how you deliver a well-executed CS strategy to drive great NRR and ultimately, business growth: 🛣️ 𝐔𝐬𝐞 𝐭𝐡𝐞 𝗗𝘆𝗻𝗮𝗺𝗶𝗰 𝐑𝐞𝐯𝐞𝐧𝐮𝐞 & 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐉𝐨𝐮𝐫𝐧𝐞𝐲 The first step in any customer success strategy is understanding the full & dynamic revenue & customer journey. This means not just knowing what your customers do, but why they do it. How and why did they buy your services? How do they move through their journey with you (rarely ina straight line!)? By understanding their motivations, you can better anticipate their needs and deliver solutions that truly add value. And don't forget, the old-school customer journey is not the standard anymore, you need to use the full, dynamic revenue & customer journey to get the full picture. This stretches from pre-sale to post-sale and allows for the customer to move in and out of journey phases/stages dynamically. 📈 𝐏𝐫𝐨𝐚𝐜𝐭𝐢𝐯𝐞 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 Customer success is not a reactive function. It's about being proactive, anticipating customer needs, and addressing them before they become issues. You have to ensure that your strategy is aligned around, and fosters, a proactive CS culture and process that allows your team to execute effectively. This not only improves customer satisfaction, but also reduces churn, and creates more expansion opportunities. Both key factors in improving NRR. 📊 𝐃𝐚𝐭𝐚-𝐃𝐫𝐢𝐯𝐞𝐧 𝐃𝐞𝐜𝐢𝐬𝐢𝐨𝐧 𝐌𝐚𝐤𝐢𝐧𝐠 In the #SaaS & #CS world, we have access to a wealth of data. By leveraging this data, we can make informed decisions that drive customer success. This could be anything from identifying usage patterns to predict churn, to understanding which features drive the most value for customers and beyond. And it needs to go beyond telemetry, usage etc. Also capture, track and understand customer goals and other qualitative data points. One problem is that this data is often siloed or hard to access, so make sure you have systems (like RevSetter) that can bridge that gap and allows CSMs to effectively action the data & insights. 🤝 𝐁𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐚 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫-𝐂𝐞𝐧𝐭𝐫𝐢𝐜 𝐂𝐮𝐥𝐭𝐮𝐫𝐞 Customer success should not be the responsibility of a single department. It should be ingrained in the company culture. When everyone in the organization understands the value of customer success, it becomes a strategic priority that drives business growth. This is why the dynamic revenue & customer journey, the engagement focus, and the proactive mindset are so important. When those are present - and a strategic & customer-centric approach is adopted by the CEO & leadership - the sky is the limit. Leverage these four building blocks and your CS strategy and execution will thank you for it ✅ *** 🛎️ If you enjoy my content, follow me for more ♻️ Repost to share with your network

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🚀 Why You’ll Set Up Your RevOps Vertical Wrong—and Why You’ll Need to Overhaul It 🚀 As the founder of a Revenue Operations SaaS company, I've interacted with over 100+ RevOps teams, and let me tell you, there's a pattern to why so many get it wrong. Even the most well-intentioned teams fall into the same traps, and I’m here to help you avoid them. 😬 Here’s the reality: Without the right foundation, even the best tech won’t save you. That’s why understanding the 5-step RevOps model is crucial for every high-growth team: Start with Strategy: 🎯 Know your customers, define your sales methodology, and set a clear game plan. Don’t start with systems—start with the blueprint. And here’s the kicker—document it. This isn’t some ever-changing notion; it’s the bible your RevOps team will swear by. Solidify Your Process: 🛠️ Processes are the recipes for success. Without them, your team is just throwing spaghetti at the wall and hoping something sticks. Create playbooks, simplify every step, and map out an ideal process. Know where to standardize and where to leave room for a little creative flair. Enablement is Key: 🔑 Train your team on the ‘how’ and the ‘why.’ Even the best systems will gather dust if your team doesn’t understand their purpose. Every validation rule, every flow, every field—make sure your AEs know how it all ties into the bigger picture. Without this, you’re stuck with either too many rules or incomplete data. Leverage Insights: 🔍 Data is just noise until you turn it into insights. Slice, dice, and make sure you’re extracting real value to adjust your strategy on the fly. And yes, this is where a tool like Clientell (shameless plug) can turn data into actionable insights in real-time, using natural language. Because even the best data is useless if you can’t get insights from it. Relentless Prioritization: 🚦 When resources are limited, you can’t do it all. Focus on what moves the needle and refine as you go. Use Jira, keep stakeholders in the loop, and make it clear what can and can’t be implemented within your timeline. This model isn’t just theory—it’s a proven roadmap to building a RevOps vertical that scales with your business. And the best part? It’s easier than you think once you know where to focus. 💡 👉 Ready to take your RevOps strategy to the next level? Let’s chat. Drop a comment or DM me—I’m always up for a conversation about driving growth! 💬 #RevOps #SaaS #RevenueOperations #GrowthHacking #Enablement #DataDriven #B2B #Strategy

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I recently shared that one of my favorite parts about working at Amplitude is the fact that despite being a public company, it still feels like a startup. And I think one of the key reasons for that is the high sense of ownership that everyone here has. Ownership is one of our core company values, and I love being able to see it in action every day. I share more below:

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Hot Take… RIP #PLG, Long Live #SLG But before you throw shade, let me explain… 🔹 There are undoubtedly exceptions, I’m sure many will highlight monday.com, Freshworks, etc. 🔹 PLG works well for low ACV deals with low CAC… think SMB and mid-market customers. Target CAC payback <12 months 🔹 PLG is a fantastic top of funnel marketing channel for enterprise sales ⭐ But for 6-figure enterprise sales, you need enterprise salespeople pressing the flesh with customers

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If you're a RevOps leader charged with moving your GTM execution faster -- this thought-leadership session is for you. Join us on May 30th in San Diego at the RevOps Co-op conference. We are bringing a panel of top-notch speakers to share their insights and success playbooks. Here's the session line-up for "Blood, Sweat & Sales People: Confessions from the RevOps Frontline": Eyal Orgil, DealHub's CRO, dives deep into the heart of the action with RevOps experts Ayelet Germanski (PlexTrac) and Amie Weizer (Zensai), revealing their unfiltered secrets to GTM mastery. Gain 3 crucial insights: Scale with Speed: Master the art of GTM scaling – launching AND maintaining growth momentum. Discover how to thrive in a resource-constrained market through smart process streamlining and efficient workflows. Adapt to Conquer: Learn how to react quickly to market shifts and build resilience for the unexpected. Uncover expert tactics for achieving growth even with limited resources. RevOps Revolution: Optimize your RevOps journey. Identify the signs that you need a reboot, foster seamless collaboration across departments, and ensure your entire RevOps process aligns perfectly with your organization's goals. Let's meet in person - secure a time to chat here >>> https://okt.to/Fb7rxE Use the discount code 'RAFDealHub10' to get 10% off your event ticket! #GTM #revops #thoughtleadership

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This article from CJ Gustafson, caught my attention: Net dollar retention rates (NDR) are facing a brutal decline. When I read this on Mostly Metrics, I knew I had to dive deeper into what's happening in the SaaS landscape. 📉 The Nasty Declines: The data doesn’t lie—top tech players are feeling the heat. Check out these declines over the past 24 months: Snowflake: -23% Zoominfo: -20% Digital Ocean: -17% Elastic: -13% DataDog: -10% MongoDB: -10%​​. Across a broader set of 32 companies, the average NDR drop is 7%, with a median of 5%. What’s Driving This? 🚀 → Hiring Declines: Tech’s biggest buyers are tightening their belts. Fewer hires mean less need for licenses. CFOs aren’t keen on bulk deals with uncertain headcounts. → Optimization Pushes: Companies are scrutinizing every dollar. They’re cutting back on non-essential expenses and optimizing their existing tech stack. → Buyer’s Remorse: Remember those multi-year contracts signed during the tech boom? Buyers are now questioning those commitments as they hit the tail end of these deals. Future NDR will reveal if companies are doubling down or scaling back. Usage-Based Models: Double-Edged Sword ⚔️ Usage-based billing, once a cheat code for growth, is now a liability in tough times. It’s easier to scale back usage than to break a subscription contract. Companies are "optimizing" their spend, impacting vendors' NDR. Efficiency Metrics 📊 Efficiency remains key. Here’s a snapshot: → CAC Payback: Median is 23 months → Rule of 40: 48% → Revenue per Employee: $398K Revenue multiples are trending slightly down week-over-week: → EV / NTM Revenue: 12.5x (-0.4x w/w) → CAC Payback: 23 months (flat w/w) → Rule of 40: 48% (-6% w/w) → Revenue per Employee: $398K (+$19K w/w) Perspectives: 👉🏽 Risk Adjusted Trade-offs: Long-term contracts are becoming less attractive. Short-term agility is valued over long-term discounts. 👉🏽 Value Metric Linked Contracts: Contracts tied to revenue growth metrics are seeing adjustments as top-line growth stalls. The Road Ahead 🛣️ We’re in for a wild ride. The second half of 2024 will be crucial in understanding how these trends evolve. Companies must stay agile, optimize smartly, and prepare for a potential reckoning in NDR figures. TL;DR Multiples are slightly down, with notable efficiency benchmarks to watch. Keep an eye on hiring trends, optimization pushes, and buyer’s remorse for the next big moves in SaaS Stay tuned, and let’s navigate these choppy waters together!

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Founders know Rippling is where to go. Where to go to build your business from seed stage to IPO, but also where to go as a former founder if you want high accountability, runway, and an opportunity to build something big. Thanks for the shoutout Garry Tan! Let’s build together!👷🏼‍♂️🚀😀 https://lnkd.in/guAtia7i

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Perfecting your product and GTM strategy are surely important. But Box CEO and co-founder Aaron Levie argues there's one factor that outweighs all others in startup success: recognizing and capitalizing on tech and macro tailwinds. Fighting against them? You're setting yourself up for failure. Our full conversation here: https://lnkd.in/gEAPFR-A

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Technically, this is my 18th day in Intervue.io and as you would expect in a Start up seems like my 180th! Short summary : I'm lovin' it :) Now, I am on the look out for my next 2 critical Hires within the GTM team. Quick snapshot below: 1. Mid-Market AE: The incumbent, reporting into Aayushi Jain will help us realise our Mission of "Changing the way the World Inter[Vue]s ..forever!" on the ground with MM/SMB organisations in the Domestic market. 2-3 years of hunting and Closing experience within the B2B Tech ecosystem is a must. PS: I'm also a big believer of matching the right talent with the right opportunity and taking a leap of faith at times . If you are a High performing SDR [ At least 2-3 years of experience] in your current Org, and not able to grow vertically [ for whatever reason] , do reach out and you will be given due consideration. 2. Outbound SDR [NAMER] : The incumbent will be our 1st Hire specifically for the US Market and will lead our Pipeline efforts in the region to help set up a strong base. 2-3 years of SDR Experience [ With at least 1 year focussed on NAMER ] is a must. Steps to apply : 1. Shoot a mail to me with the Subject-line " Application for [Role Name] " 2. Within 5 sentences, articulate why you might be a good fit for the role that you are applying . [ Social Proof, data points would really help your case] 3. Please DO NOT send CVs. This is 2024. Your LinkedIn URL will suffice. 3. Basis the above, I will screen and pass on your details to my TA team . If you are put in the process, all your questions around Comp/SOW/Opportunities/Challenges/ Development Pathway will be addressed in due time. Rahul Rajath Aayushi Pallavi

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Amplitude Announces Second Quarter 2024 Financial Results: - Second quarter revenue of $73.3 million, up 8% year over year - Annual Recurring Revenue of $290 million, up 8% year over year - Number of customers representing $100,000 or more of ARR in Q2 grew to 547, an increase of 10% year over year This quarter was all about meeting our customers where they are. In Q2 we took our Snowflake Native offering GA, doubled down on our open ecosystem, and unveiled a self-serve portal that makes it easier than ever to integrate with Amplitude. To our customers, partners, and Ampliteers, thank you! Your trust, partnership, and hard work is invaluable! #PLG #ProductLedGrowth #DigitalAnalytics #ProductAnalytics #Retention #Acquisition #Monetization

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This post for Alix Partners, on emerging pricing metrics for SaaS providers, is definitely worth reading. Two operational watch-outs for software companies heading down this path: 1. Not every customer will be willing to share every advanced metric (e.g., new customers signed up, customer care calls resolved, etc.) -- that has to be negotiated as part of a contract 2. Not every vendor's billing systems can meter and monetize every possible unit of consumption. Ideas that look great on a whiteboard often get eaten for breakfast by legacy IT! https://lnkd.in/ehjBKqG4

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Confluent spent $553,000 on sales and marketing for every net new customer added in Q3. That's actually a big improvement on Q3 of last year where they spent $1.5M per customer add. Some other highlights from Q3 for Confluent: - ARR growth of 27% (slowed from 37% ARR growth last year) - Reduced operating loss by 31% (loss of $94M for the quarter) - Magic number improved from 0.40 to 0.45 -CAC payback improved from 39 months down to 33 - NRR dropped from 130% to 117% Trading at about 8X ARR right now

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2 Years ago, I set out to be more helpful. Being a devoted fan of technology companies at every stage, I set out to help companies at all sizes get better. I’ve always believed in the power of momentum, and that tactics inform strategy — not the other way around. The sooner you identify winning behaviors, the sooner you can double down on them, start to build momentum, and move faster toward your goals. I’m launching The Progress Advantage (https://lnkd.in/gRXS2xzr) as a place to share my thoughts and experience on this new era of GTM, for anyone who is interested. Sometimes these will be the product of some mid-flight plane thoughts. Other times, they’ll be tactical guides to implementing GTM strategies. Either way, these resources will always be free and ungated — meant for sharing, and learning together, and starting conversations. Thank you to all the founders and operators who put their trust in me and have given me the opportunity to do my life's work! And for those founders who need a bit of consultative help along the way, I’m happy to chat further about your specific needs — or to help dig into what’s keeping you from your next phase of growth.  Follow The Progress Advantage , we are just getting started! #alwaysbehelping

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Jared Barol, former Head of GTM Strategy at Salesforce and Reputation, joined me on the GTM Secrets podcast by Identity Matrix. This guy knows his stuff. We discussed balancing innovation and focus, competing at the highest level, and market penetration. Jared was awesome to have on. Go check out the full episode on every major podcast platform. Link in the comments! #saasmarketing #marketing #gotomarket

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“We were both young when I first saw you” 🎤 “Love Story” by Taylor Swift One of the ways that SaaS massively expanded the Total Addressable Market of software companies is by creating an efficient way to serve customers across all sizes. At Gainsight, we certainly have large customers, but it turns out that our younger clients are a big part of our growth: 👩🏾‍💼 55% of our customers are < 500 employees 💯 33% of our clients have < 20 CSMs Why is this relevant? SaaS allowed us to serve #CustomerSuccess teams from 50 person startups to Fortune 500 organizations like IBM, Workday and ADP. And our smaller clients often turn into big ones - directly or indirectly. Workday has been a client since 2013 - and grew a LOT during that time. Many of our biggest deployments came as the result of a large company acquiring one of our customers. How have your smaller customers helped your business? How do you balance small and large clients?

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SaaS Buying Behavior Has Shifted: What Software Founders Need to Know The landscape for software purchasing has changed dramatically since 2021. Companies are no longer buying software for every need—instead, they’re categorizing products as either "nice-to-have" or "must-have." Here's what that means: Scrutiny is Higher Than Ever: Every purchase is heavily examined, with CFOs, head of sales, and RevOps teams now playing key roles in the decision-making process. Must-Have or Bust: If your SaaS product isn’t essential, you’re at risk. Companies demand solutions that solve critical problems. The game has changed. Has your SaaS strategy?

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💥 Excited to announce our new partnership with the pioneers of revenue architecture!   🚀 Winning by Design 🚀   Winning by Design distills the entire recurring revenue operation into 6 essential models and we’re joining forces to bring their trusted frameworks and concepts directly into the MultiplyGTM revenue planning platform.   What does this mean for revenue leaders?   📊 Determine optimal revenue paths from startup to grownup. 💰 Model the precise impact of new acquisition, retention and expansion sales on your ARR goal. 🎯 Pinpoint the key drivers to achieve predictable revenue growth.   “As soon as I saw what MultiplyGTM was doing with GTM planning, I knew it made absolute sense to bring them on board as a partner given our common DNA of wanting to bring science to the discipline of GTM planning. Embedding the Revenue Architecture Framework models into the MultiplyGTM software platform is a big step in achieving this.”   -🐶 Jacco van der Kooij, Winning by Design Founder   We're thrilled to play a part in shaping the future of revenue and GTM planning alongside the visionaries at Winning by Design. #RevenueArchitecture #RevenuePlanning #GTM #RevOps

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We use Circle for our community at Exit Five, and Matthew Carnevale has become a Circle power user (he runs our community). They did this awesome write about how to grow a community with insights from Matt and Exit Five sprinkled in. • How to use your community as an audience growth multiplier • 5 systematic community growth strategies • Why you should treat your community like a product, and • Best practices for growing your community https://lnkd.in/e9vs32NQ

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Salesforce's CEO is right. Before deploying AI agents and Copilots, ensure that sensitive data stored in SaaS is under control and that you have visibility into what data these agents can access or edit. Metomic can help. #saasdlp #datasecurity Evolution Equity Partners Marc Benioff

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