SaaSy Talk Unfiltered: Scaling Sales and Customer Success
Insights from Marina Golemis, SVP at ShipBob
S01.E27
In this thought leadership blog inspired by our SaaSy Talk Unfiltered episode where we dive into the realm of sales and customer success with Marina Golemis, SVP of Sales and Customer Success at ShipBob. Marina shares her journey into the tech industry, the challenges and lessons she has learned while scaling a team, and the importance of consistency and accountability in leadership.
Introduction
In a rapidly evolving tech industry, the ability to scale sales and customer success teams is crucial for success. Marina, SVP of Sales and Customer Success at ShipBob, has navigated the challenges of scaling a team and shares her insights on how to achieve sustainable growth. From her early days in sales to her current role overseeing both sales and customer success, Marina has honed her skills and developed a deep understanding of what it takes to drive revenue and ensure customer satisfaction.
The Power of Grit and Passion
Marina's journey into the tech industry began during a difficult job market in 2009. After graduating college, she found herself bartending to make ends meet. However, an opportunity at a logistics company opened up, and Marina took the leap into sales. She quickly discovered her passion for sales and embraced the grind of prospecting and closing deals. Marina's early experiences taught her the importance of grit and perseverance, qualities that have served her well throughout her career.
The Intersection of Sales and Customer Success
After working in sales for several years, Marina was presented with an opportunity to oversee the success team at ShipBob. Initially hesitant, she accepted the challenge and found it to be a transformative experience. By gaining a deeper understanding of the customer journey and the post-sales process, Marina was able to create better alignment between sales and customer success. This alignment allowed for proactive problem-solving and a more seamless transition from sales to customer success. Marina's experience highlights the importance of bridging the gap between these two critical functions and the value of cross-functional collaboration.
The Art of Upselling and Cross-Selling
One of the key lessons Marina learned during her time in customer success was the art of upselling and cross-selling. By leveraging the existing relationship and trust with customers, success managers can identify opportunities for growth and expansion. Marina emphasized the importance of understanding the customer's business and making recommendations that align with their goals. By taking a consultative approach and focusing on the customer's needs, success managers can drive revenue growth while providing value to the customer.
Balancing Quotas and Retention
As a sales leader, Marina understands the delicate balance between setting quotas and ensuring customer retention. While revenue growth is important, it should not come at the expense of customer satisfaction. Marina and her team focus on healthy growth and profitability, rather than simply chasing top-line revenue. By right-sizing quotas and aligning them with realistic goals, Marina has been able to maintain a high level of productivity and retain top performers on her team. This approach fosters a culture of accountability and ensures that the team is focused on delivering value to customers.
The Challenges of Scaling
ShipBob has experienced significant growth since Marina joined the company, going from 150 employees to over 2,000. Scaling a team at this pace comes with its own set of challenges. Marina emphasizes the importance of establishing standard operating procedures (SOPs) early on to streamline processes and ensure consistency. While the fast-paced nature of startups often leads to a lack of process, Marina recognizes the value of creating structure and scalability. Additionally, as the team grows, it becomes more challenging to maintain personal relationships with every team member. Marina has overcome this by involving her team in cross-functional hiring and seeking input from various perspectives to ensure cultural fit and alignment.
Forecasting in a Dynamic Environment
Forecasting revenue in a dynamic environment can be a daunting task, especially in the e-commerce fulfillment industry. Marina and her team have developed a rigorous forecasting methodology that focuses on realized revenue rather than contract values. By triangulating various inputs and closely collaborating with customers, Marina's team can anticipate potential points of failure and adjust forecasts accordingly. This approach allows for a more accurate representation of revenue and helps manage expectations both internally and externally.
The Power of Consistency in Leadership
Marina attributes much of her success to the consistency and leadership style of her boss, Paul. She values his ability to set clear expectations and provide a positive and supportive environment. Marina has learned the importance of consistency in her own leadership style, ensuring that her team knows what to expect and feels empowered to take ownership of their goals. By fostering a culture of consistency and accountability, Marina has created a high-performing team that is motivated to achieve their targets.
Conclusion and Future Outlook
Marina’s journey in the tech industry has been marked by resilience, adaptability, and a commitment to continuous learning. From her early days in sales to her current role overseeing sales and customer success, Marina has honed her skills and developed a deep understanding of what it takes to drive revenue and ensure customer satisfaction. Her insights on scaling teams, the art of upselling and cross-selling, and the power of consistency in leadership provide valuable lessons for sales and customer success professionals. As the tech industry continues to evolve, Marina's experiences and expertise will undoubtedly shape the future of sales and customer success.
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Disclaimer: The views and opinions expressed in this article are those of the author and do not necessarily reflect the official policy or position of any company mentioned.
