Scaling from $0M ARR to a $1.2B acquisition with a Single Leader for Sales & CX

“lucky than good and in this case we were lucky so I joined customer as the VP of s sales um in 2017 you know I had three sales people in one bdr and was like told to go build the business and then we had a transition on the leadership level and our CEO looked at me and said hey we've got these five people in CX so at that point they kind of had a a mixed set of responsibilities but mostly on boarding we had one support person and he said can you take”

“does here's my phone number I'm the guy you call I'm not directing this elsewhere so that was a a significant benefit I think some of the other things is it allowed me as our business mature to really think about about our life cycle holistically and how we wanted to onboard customers to ensure long-term growth right because the thing is we were looking to build a big uh significant business and so we didn't want to just burn and churn through through”

“are being escalated because they don't fit their ICP and my first question is so why did you sign them and he's like I don't know ask the sales guy right or sales gal right they went and signed them because they've got numbers to hit they've got booking targets right so once again having a single leader trust me I did not want to hear from customers that were unhappy so that held me accountable to making sure we had customers that were the right fit for”

“like we have no idea right we it's like even understanding the forecasting behind that right how do we make sure that we're running similar plays to understand the forecasting and the growth for our existing customers so being able to make datadriven uh decisions so is this a fit for everybody um I would say if you're in kind of particularly a”

“Kustomer Founded in 2015 Joined 2017 ICP: B2C MidMarket/Enterprise customers Sales Motion: Mostly Rip & Replace Average deal: $75K ACV required implementation and tremendous growth opportunity through organic growth and cross-sell/upsell motion CRM for Customer Service”

“Sales & CX”

“Enhanced Revenue Growth Optimized sales processes Effective customer onboarding Increased upselling and cross-selling”

“$60M+ hit an inflection point Competing priorities Single point of failure PLG / simple onboarding, low ACV sub $20k Single leader for CX after build out Considerations of having a single leader for Sales and CS FAILURE POINTS NOT A FIT(?) DO DIFFERENT”