Noah Little

‼️ Hiring Alert ‼️ LifeLoop is hiring for an Enterprise CSM! Application 👇🏻 Geo: Central US ACV: $80k-$100k # of customers: 15-25 parents + their communities Required: Prior SaaS CS experience Bonus: Senior living experience NOTE: This role requires regular onsite travel to your customers communities. The role IS remote eligible for US applicants only (NO international opportunities available). Perference may be given to candidates who more closely locate to the territory Success looks like: - partnering with account management for growth opportunities - understand and communicate the customers’ desired outcomes and goals - create maintain a mutual success plan with every customer - proactively communicate barriers and risk to success - taking initiative to solution internal and customer challenges - loves customer feedback and conducting additional discovery to ensure proper alignment between our organizations Next steps: 1) Check out the Job description 2) Apply! The rest of the position details and the hiring process is outlined in the job description. Thank you for taking the time to read, review, and hopefully apply! Please note, if you send a LinkedIn DM, I will likely not be able to respond quickly. Your best course of action is to apply. Thank you for your understanding. *Not eligible for agency/external recruitment hires. #CustomerSuccess #LifeLoop #Hiring

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Attention SDRs and Sales Reps🎙️ If you are not getting enough coaching, use Chat GPT to supplement the lack of support - P.S sorry you aren’t getting support 😥 Paste a transcript of your recorded call or role-play you did with a co-worker into ChatGPT (check with legal if you can do this) Ask ChatGPT to: • Analyze your call based on your call framework or script • Identify areas for improvement by asking Chat GPT (or whatever tool you may use) questions • Suggest alternative phrases to communicate value better Prompts you could use: "What did I do well on this call?” - Start off feeling good "What did I not do well?” "How could I have dug into the pain more? Please provide questions I could have asked?” “Can you give me 3 ways I could have handled the objections?” "Suggest alternative ways I could have gone for the close?” “Did I miss anything in the call that could have helped me go for the close?” A.I. will not replace you; the Reps who learn how to use it to help them improve will. If you are a sales or enablement leader and want to learn more about how you could leverage A.I. to help improve your team. Come to the Allego Sales Success Summit, where Sam Richter CSP, CPAE, will discuss how to use AI to help improve your sales team. https://lnkd.in/eKg3w7w2

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What's a fair salary for a CSM? Last week Noah Little blew the CS corner of the internet with a hot take that CSMs should be paid like sales reps. Needless to say, when it comes to money, the more the merrier. 🤑 But should CSMs and Sales Reps be paid in the same "structure"? Probably not... Different roles and different tasks, therefore different comp structures. So instead of comparing ourselves to sales, we need to be able to: 1- compare ourselves to the rest of the industry 2- align the comp of the CSM to the revenue it generates That's how we fight for more of the pie. The issue is that if you are in Europe, it's really hard to get good salary data to even start this process. That's why I partnered with some of the top CS brands in Europe to collate a survey that helps us understand our local salary landscape. The report will help: - Leaders design fair and equitable compensation packages - CS Professionals benchmark their offers and salaries Link to answer the survey is in the comments section! #csm #customersuccess #salary #compensation #growthmindset

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There are 6,361 CSM jobs advertised on LinkedIn. How do you find the one that's right for you? 🤨 💜 Some CSMs do onboarding 💜 Some CSMs upsell and cross-sell 💜 Some CSMs are also support 💜 Some CSMs have 200 customers 💜 Some CSMs manage renewals 💜 Some CSMs are paid commission 💜 Some CSMs need to be technical 💜 Some CSMs have 5 customers 💜 Some CSMs help in the sales process 💜 Some CSMs have quotas 💜 Some CSMs are all of the above Same title, but these jobs can be completely different. Spotting the nuances is hard because the job descriptions are generic. Here's how you can spot the right job for you: 1️⃣ Company Size & Maturity Early in a company's lifecycle, the CSM is required to wear multiple hats. While in larger and more established companies, there's more specialisation in the team. A rule of thumb: 🌱 Start-up: The CSM will be a jack-of-all-trades 🪴 Scale-up: There's often differentiation between Onboarding & CS 🌳 Enterprise: Multiple post-sales roles emerge and the CSM is likely responsible for driving value with the product and orchestrating post-sales resources Pick what you enjoy! 2️⃣ Who else is in Customer Success? A quick search on the company's LinkedIn page will show if they have other CSMs, onboarding consultants, managers etc. in their CS team. This detective work helps you understand the maturity of the team. Why does it matter? - Being the first in any team usually means you'll have to self-onboard. - Not having a manager often means reporting to a different department. - Having a team means you'll have people to learn from and lean on. This extra step is especially helpful to help you differentiate between the early-stage start-ups and later-stage ones. 3️⃣ Customer Profile Who do they sell to? Ultimately these will be the customers you'll manage, so understanding the profile will help you narrow down the type of work you will be doing as a CSM. 🏢 Enterprises: A few customers with a high-touch model 🏡 Small Businesses: A larger book of business with a lower-touch model One is not better than the other. But they are very different. 4️⃣ Measure of Success If the job description mentions how they measure your success, that's a great data point to help you understand what your work might look like. For example: 🛟 Gross Retention -> you'll be focused on adoption and renewals ☎️ Activity Metrics-> you're working on a large book of business 🤑 Net Revenue Retention -> you'll be identifying growth opportunities Looking at these simple areas will help you hone in on the roles you truly want and where you can shine versus the ones to avoid. 📥 If you're interested in improving your Customer Success skills, consider joining 9k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section]. #jobfairy #customersuccess #csm #customerexperience #careergrowth

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Stop wasting time on boring questions in discovery calls. 🚀 Here are 7 steps to make your discovery calls impactful. 1. Understand your client’s goals and problems. 🤝 2. Bring a clear solution to the table. 💡 3. Review all notes and information before the call. 4. Have a strong perspective on how you can help. 5. Engage in meaningful business conversations. 📈 6. Identify all potential stakeholders early on. 🔍 7. Help the customer make a confident yes or no decision to proceed to the next call, if they are not sure give them an easy out and let them sell the next call to you. 🔥 p.s. If you’re an Account Executive looking to fill your pipeline and exceed quota in 90 days or less, then send me a DM saying "90". #SalesTips #AccountExecutive #DiscoveryCalls #B2BSales #SalesExcellence

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Strategic CSMs *never* promise customers "one call every X weeks". They decide how much to invest in different customers depending on their performance. 💡 Sometimes you'll need to meet a customer weekly. Other times you'll be able to meet every couple of months. How do you adjust your frequency with a customer? 🤨 You need a prioritisation framework (like the one I have in this image). To get started, you'll need to look into 2 variables: 🤑 1- Value 📊 2- Health Over time, you can evolve these 2 variables to include all the elements like potential spend. But if you don't have this sophistication in your CS team, that's ok! Start with current usage and MRR. Next, plot these customers in a 2x2 matrix. - Y Axis is value - X Axis is health You should cut the middle of each spectrum at the average of the range. Once that's done, you'll have 4 boxes: 🚨 Priority 1: High Value and Low Health customers Your goal here is to drive adoption and increase their health so you can secure the renewal and hopefully be in a position to expand these customers. You will double down on engaging to drive success here until the customer is in the right track. The reason why it's the most important cohort is because signing a new customer is expensive. 🚨 Priority 2: High Value and High Health Customers Your goal here is to double down on communicating value and on strategic expansion initiatives that will drive growth. You might not need to meet their champion as frequently and focus on multi-threading into the areas of opportunity. 🚨 Priority 3: Low Value and Low Health Customers Your goal here is to give the minimum required support to improve health and potentially bring customers to high health (consider bringing a partner or paid service). In the matrix, these customers are marked as low value because they don't have the potential to become a large spender so you should create enough value to sustain their business, but be careful not to overservice at the cost of more strategic customers. 🚨 Priority 4: Low Value and High Health Customers Your goal here is to sustain your health. Monitor these customers continuously and use a lower-touch or more scaled engagement approach. Ensure they understand the value they get and leverage the sustained success to build a strong relationship. An important call out is that this matrix isn't static. You need to continuously update your analysis to ensure you're continuously putting your right time in the right places. CS Operations can be an invaluable partner to systemise this. 📥 If you're interested in improving your Customer Success skills, consider joining 9k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section]. #csm #customersuccess #customerexperience #revops #saas

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CSMs need to stop blaming everyone else for their struggles. Yes, your ➡️ product is not the best in the world ➡️ customer portfolio features bad and mediocre fits ➡️ leadership does not get the potential of CSM But that does not mean you are doing everything right. If you are still following the old playbook that has failed to deliver value accurately and repeatedly that's on you. Highly successful CSMs who get the recognition and compensation they deserve do not ⛔️ skip customer discovery ⛔️ use one-size-fits-all-eat-or-die CS plans ⛔️ provide low-quality copy & paste education and training ⛔️ check in with customers once in a while ⛔️ waste their customers' time with irrelevant interactions ⛔️ rely on metrics that are easy to measure ⛔️ avoid commercial responsibility They ✅ discover customer needs ✅ build CS plans dedicated to those needs ✅ provide outcome-focused education and training ✅ follow up to ensure steady progress ✅ deliver value with (almost) every interaction ✅ measure customer success accurately ✅ embrace commercial responsibility If you want change you need to start with yourself. This is the way. PS: Here are 56 resources to build new habits and better processes https://lnkd.in/eHeA2GkR

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SALES, SALES, SALES - Let's meet & work together for the rest of your sales career - Account Executive Opening$ 💘 Revenue Tool - SaaS Series B $125- $150k base $1m- $1.2m quota $7k- $500k deal size selling into #saas #sales #gtm teams actual inbound $$ growing their sales team from 5-12 SDR support (one on one for now) for #startup rep$ only 💘 Direct to Healthcare Tool - SaaS Series B $900k quota Some SDR support ideal candidate has worked with #insurance and has #saas background 💘 Manufacturing ERP Account Executive & Implementation Consulting org $95-$110k base. $200k++ OTE $200k+ deal size Must MUST MUST have sold #erp to manufacturing companies this is NOT a platform, or a RESELLER, this is a CONSULTING ORG that sources, refines fit and works with the customer throughout a very long up to 2 year implementation process - you will be the #csm #am NO COLD CALLING OR SALES EMAILS you will work DIRECT with JUST the founder open to seeing #sdrs who have sold #erp to manufacturers who want to get out of software, and into consulting - SDR Opening$$ 💘 Direct to Healthcare Tool - SaaS Series B 10+ qualified attended meeting a month selling into #hr mostly within #nonprofits and #homehealthcare $55-$65k base, up to $200+ per qualified, attended meeting do not contact me if you aren't going to take my coaching seriously :) cold call me 10x in a row text me send me a blind invite do what you got to do <3 #sales #salesrecruiter #gtmsales #founderledsales #saleshiring #salesjobs

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SDRs don't work for AEs.... In fact, AEs should work for SDRs. If you're in a position to have an SDR helping you crack meetings you need to point them in the right direction with the right messaging and use cases. SDRs aren't your assistants. They're the tip of the spear. Cole Praver 🙌 #sales

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CSM, get out of the hamster wheel before you burn out. ❌ Stop fire-fighting ❌ Stop with check-in calls ❌ Stop reacting to your inbox ❌ Stop taking support queries ❌ Stop ineffective repetitive tasks ❌ Stop solving for this month's number ❌ Stop emailing unresponsive contacts ❌ Stop only prioritising in-month renewals ❌ Stop manually doing what should be automated A ton of hard work. Very little to show for it. You'll never get out of the rat race if you keep working this way. Here's a different and better way of CSM-ing: ✅ Establish your customers' expected outcomes ✅ Build a Success Plan from day one ✅ Ensure they have the right set-up ✅ Hold customers accountable ✅ Report on and share results ✅ Ask if they intend to renew ✅ Monitor leading indicators ✅ Pick up the phone ✅ Multi-thread Proactive, strategic and consultative. 1000x better. If reading this makes you feel ashamed because you don't know where to start or overwhelmed because your current work situation is too chaotic to create the time for this, you're not alone. Thousands of CSMs feel exactly the same way. I know what you're thinking: -> You can't afford to stop right now -> You don't have time to make changes -> You only need to weather the storm and things will get better I've been there too. But these are the excuses that are holding you back. Nobody is coming to save you. You need to save yourself. So here's my advice: 🛑 Stop everything 🛑 Book 2 days "OOO" in your calendar. And do these 3 exercises: 1- Create a Calendar Blueprint: Set up a separate calendar from your current one. You'll use this to design a new calendar blueprint for yourself. You should add every single thing you need to do proactively in this calendar, it's the baseline for you to start changing the make-up of your working day. 📆 I'll link the one I designed for CSMs in the comments. 2- Book of Business Review: Do a full review of your customers and place them into one of the 4 buckets of priority. This way you can decide which customers to pay attention to and which ones to de-prioritise at this time. 🧰 Engagement prioritisation framework linked in the comments. 3- Calendar Planning Book or delete meetings based on customers you need to prioritise over the coming 6-8 weeks. Craft unique messages to send to these customers with compelling reasons why they should attend. 🤖 Use the T.A.V.U method I shared in the newsletter a few weeks ago + ChatGPT can help you be efficient here. Do these 3 things and I promise you that you'll: - get better results - transform your work-life - improve your mental health Create the space. 📥 If you're interested in improving your Customer Success skills, consider joining 10k+ CS Professionals who read my weekly newsletter on how to build and scale a CS Team [sign up in the comments section]. #csm #customersuccess #customerexperience #revops #saas

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THIS! So many CSM’s are great at the functional or being empathetic or the voice of the customer but feel off purpose when the discussion of commercial responsibility comes up. I would argue that there is no one better suited to identify growth (sales) opportunities for our customers than CSM’s. We will probably bear the brunt of the issues if there is a bad implementation or poor utilization so it’s in our best interest to only suggest new products that we know will benefit our customers. Let’s build strong strategic relationships with our Account Managers and lean in to the commercial “responsibility”.

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How to waste your time as a CSM: ❌ Chasing support tickets ❌ Creating mammoth QBR decks ❌ Doing sales demos ❌ Testing new product releases ❌ Optimizing internal dashboards Start here instead: 1️⃣ What is the customer goal? 2️⃣ Why does it exist? 3️⃣ How is it measured? 4️⃣ When does it need to be achieved by? 5️⃣ Who are my key stakeholder(s)? 6️⃣ Where in the journey map are we? Stop spending the majority of your week on internal tasks. You've been warned 😊. #customersuccess #saas

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Dear CSMs, none is coming to save you. It's up to you to demonstrate the value you bring to the company to your leadership. If you are still talking about internal CSM metrics it's not a surprise that sales will get ➡️ all the credit ➡️ paid 5x as much ➡️ the lion's share of the budget Stand up for yourself and create a monthly report that outlines 1️⃣ Revenue at risk saved 2️⃣ Churned revenue recovered 3️⃣ Revenue from expansions, up- and cross-sells 4️⃣ Revenue from all kinds of referrals and share a few stories behind if you get the chance to showcase your capabilities. It does not even matter whether you've closed any deals yourself. None of it would happen without customers receiving substantial value. Stop hiding in the shadows and step into the light. PS: Join 5.1k+ CS pros and sign up for my weekly newsletter if you like this post --> https://lnkd.in/dtC7MEjP #saas #customersuccess #customervalueledgrowth

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**Shoutout to all the Customer Success Managers (CSMs) out there! ** Ever felt like a tiny tugboat trying to pull a cruise ship? That's the life of a CSM – you're the unsung hero, steering the ship, fixing leaks, and navigating storms all at the same time. Despite the challenges (think unclear value propositions, nonexistent customer profiles, and constant firefighting), CSMs consistently go above and beyond to keep the customer relationship afloat. Here's to all the CSMs who are passionate about customer success, even when it feels like an uphill battle. Salute your dedication! #customersuccess #CSMlife #heroes #startup

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YOUR OUTLOOK MATTERS 🤍 Building out one of the best business playbooks going… yet, in life there is nothing more important than your tone, curiosity and outlook …positivity is a conscious choice made daily ❤️ #SalesHackOttawa #SalesHack #SalesHackUSA #SalesHackCanada #MakeEveryDayCount #PositiveOutlook #Hiring

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HIRING NOW: ENTERPRISE & COMMERCIAL AE - SaaS - Automation - $ALES & MARKETING account signals and insights SaaS tool 💸 Commercial Account Executive: $125k base 50/50 split - $1m quota 💸 Enterprise Account Executive: $150k base 50/50 split- $1.2m quota Actual inbound leads - $20k - $500k deal sizes - 6 months sales cycle You keep account in your book of business for upsells while CSMs are responsible for renewal #seriesbstartup, working under one of our longer term #vpofsales who JUST started - you must have experience - at an earlier stage org of less than 200 employees - selling a complex solution - ideal experience selling into #gtm #salesleaders or desire to Selling into other SaaS orgs! work with clients like GitLab Notion MongoDB and MORE - providing insights on how their #gtm can do more with less, and make more $$ In a world of tech, where everything is connected it is more possible than ever before to build connections between your current clients, and your ideal prospects This solution combines Sales, Marketing, Community and Operations and uses AI to enrich, score and analyze intent - $ignals are one of the most important aspects of monitoring what is working, and the best way to target, support and optimize every account. An ideal rep understands sales strategies including #productledgrowth and #productledsales MUST BE HUNGRY, LOVE BUILDING PROCESSES and have experience working in a startup get on my schedule! 206 747 9724 #accountexecutive #commercialaccountexecutive #enterpriseaccountexecutive #gtmsaas #gtmsales #salesjobs #salescareers #bestfootforward #softwaresales #saassales #salesdevelopment

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Ambitious folks are confused about software sales ☹️ More people should be pumped!! Every Monday for free on Zoom I host an info session on “WTF is Software Sales” 1️⃣ You don’t need sales experience. You don’t need tech experience. You don’t need full-time work experience. 2️⃣ Selling software is not high call or emails activity like you see in the movies. 3️⃣ Average entry-level compensation is $96,000. Earlywork graduates are hitting 123% of their company target in their first 3 months. If you’re a Uni Grad who is feeling unsure on what to do with their degree.. that’s normal! If you’re late in your career and feel like you don’t want to stay in the same industry for another 5 years… that’s normal! 👏 Awesome job opportunity atm with growing tech companies finding it tough to find people to hire. There are plenty of jobs out there, but finding a career is rare and requires learning if you really want to find it. 🕺🕺

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🗣️Pipeline Development is one of the biggest revenue growth challenges for most companies today 🙂‍↕️ Though only a minority include pipeline generation as part of the sales incentive compensation plan. Every AE can relate … when you’re sitting in the bench because you have little pipe, it’s absolutely miserable … Usually when you’re working on a ton of deals at once, it’s so hard to make and stick to the time to prospect… As a AE, I would have loved pipe gen to be part of my comp plan… Hear me out … keeping your reps motivated is EVERYTHING … so why not motivate them even more by rewarding quality pipeline build…. It’s not rocket science 🧬 You then have reps that are not only motivated to close deals… But also super motivated to build their own pipeline too … How would that work at your business?

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Love these tips from Daphne to stop CSM’s being reactive and start being proactive

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