Customer Success Summit 2016 Breakout Session Presented by: Whitney Hillyer, VP of Customer Success, Bitly

1. Who owns upsells?
Creating a Cohesive Relationship between Sales and Customer Success
Whitney Hillyer
VP of Customer Success
@whitneyhillyer

2. BITLY LAUNCHED
2008
90 Employees
3 Offices
NY, Denver, and SF
1200 Enterprise Customers
1M Active monthly free users
2 hour
ONBOARDING
$1500/MRR
ASP
$720/MRR
Avg. Upsell ASP
19 on CS Team
23/25 Top Global Brands

3. A Historical Breakdown: Sales & Success
VP of Sales
NEW BIZ
CS

4. A Historical Breakdown: Sales & Success
SALES NEW BIZ PROBLEM
CS

5. A Historical Breakdown: Sales & Success
SALES NEW BIZ PROBLEM
CS
$$$

6. Sales was valued for success.
Success was punished for problems.

7. The Paradigm Shift

9. Moving from a Sales Funnel to a Sales Hourglass
Sales Lifecycle
VP of Sales
Variable Comp
New Biz
$$$
iz
mp
Customer Lifecycle
VP of Success
Upsells & Renewals
Variable Comp
$$$

10. Our Journey

11. 2014 Planning…..

12. Opportunity Scoping
AUTOMOTIVE FOOD & BEVERAGE TECHNOLOGY FINANCIAL SERVICES E-COMMERCE
EDUCATION MEDIA & PUBLISHING ENTERTAINMENT RETAIL TRAVEL

13. Rewriting the Rules

14. SALES CUSTOMER
SUCCESS
ALL EXPANSIONNEW LOGOS

15. The Why
• Two is better than One
• Increased knowledge
• Decreased time and frustration for the client

16. Good story…..

17. The How
• Created Strong Rules of Engagement
• Trained current people and hired different people
• Restructured the team and tiered our accounts
• Set aggressive activity goals
• Rebuilt the comp plan

18. So how’d it go…..

19. Year One….
Upsells
+40%+267%
of new revenue is driven
by Customer Success
Churn
-25%

20. Upsells accelerate our long-term growth

21. And have lead to 10 quarters of Net Negative Churn

22. Being Adapative and Adoptive - New Rules

23. SALES CUSTOMER
SUCCESS
STRATEGIC ACCOUNTS
2015….

24. Strategic Accounts
1 Ent. Rep
1 Snr CSM
10 Parent Accounts
Ex: NBCU, Amazon
Accounts Only
(10+ brands)
2X Comp
2X Quota Relief
TargetsTeam Focus Comp

26. ENTERPRISE
SALES
CUSTOMER
SUCCESS
NEW BIZ
LTV
2016….
6 MONTHS

27. Ok but how did this impact culture?

28. Culture starts at the top

29. How we’ve maintained culture

30. Key Takeaways
• Make sure Sales & Success are on equal levels within your organization
• Build a holistic customer experience owned and run by customer success
• Consider a Land and Expand Approach - IT WORKS!
• Create strong and enforceable rules of engagement but also be adaptive
• Pay attention to the culture - especially at the top

31. “A 2% increase in upsells
can lead to a 28% increase in valuation.”
And don’t forget….
- Open View Partners

32. Q&A