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How to Build World-class Customer Success Organization

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This week on the Gross sales Hacker podcast, we interview Roger Scott, Chief Buyer Officer at New Relic. Roger is a world class know-how government who has spent the final 25 years in buyer dealing with roles, first at Oracle and now at New Relic. Roger discusses the important thing philosophies driving efficient buyer engagement and the right way to construct a worldwide group whereas preserving tradition and alignment.  

Should you missed episode 48, test it out right here: PODCAST 48: The Secret to Superb Gross sales Engagement w/ Max Altschuler

What You’ll Study

  • The significance of the Ubuntu phrase “I’m since you are”
  • Utilizing tradition to drive international team-wide engagement
  • Why internet income enlargement is crucial CS KPI
  • Learn how to construct each SMB and Enterprise-grade CS groups and what instruments to make use of to empower them
  • Steps for managing your profession inside the context of worldwide enterprise orgs like Oracle
  • The significance of the discomfort of buyer suggestions

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Present Agenda and Timestamps

  1. Present Introduction [00:09]
  2. About Roger Scott: An Introduction [03:21]
  3. Rising the Buyer Base [10:16]
  4. By no means Lose – Win or Study [16:57]
  5. “I’m since you are” [24:35]
  6. The way to Achieve Enterprise with Actually Making an attempt [31:14]
  7. The Palms That Rock the C-Suite [42:38]
  8. Sam’s Nook [47:14]

Gross sales Hacker Podcast—Sponsored by Refrain and Outreach

Sam Jacobs: Hey everyone, it’s Sam Jacobs. Welcome to the Gross sales Hacker Podcast. We’ve received a incredible present for you as we speak. We now have Roger Scott, the EVP and chief buyer officer at New Relic. New Relic is a near $500 million publicly traded cloud computing SaaS firm began by Lew Cirne in Silicon Valley. Roger talks concerning the position of buyer success, how do you construct the client voice into each interplay that you’ve with the client, how do you scale and develop an enormous firm, and what are the weather which might be so essential to choosing your subsequent firm?

Now in fact, we need to thank our sponsors. The primary is Refrain data, transcribes, and analyzes enterprise conversations in actual time to teach reps on how one can be turn into prime performers.

Our second sponsor is They’re the main gross sales engagement platform. Outreach helps gross sales reps by enabling them to humanize communication at scale and by automating the guide work.

About Roger Scott: An Introduction

Sam Jacobs: We’re extremely excited immediately to have Roger Scott on the present. He’s the chief buyer officer for New Relic, which is among the extra outstanding publicly traded SaaS and cloud computing corporations on the market. He’s liable for main all points of the corporate’s buyer dealing with technical assets throughout gross sales, engineering, technical account administration, skilled providers, and help engineering.

Inform us a bit of bit about New Relic for many who don’t know concerning the firm.

Roger Scott: New Relic has been round within the market for a over 10 years, and was based by Lew Cirne (New Relic is an anagram of his identify). We give attention to the actual time efficiency insights into software program.

Sam Jacobs: Inform us about what chief buyer officer means. Stroll us by way of your particular mandate and the way your duties are structured and arranged.

Roger Scott: It has extensively various obligations. The assets that fall underneath my remit embrace presales, gross sales engineering, gross sales consultants, and answer architects by means of to the publish gross sales features like skilled providers, renewals, buyer success administration, help, and schooling.

Rising the Buyer Base

Sam Jacobs: Is certainly one of your KPIs that income metric of internet greenback enlargement, or is it an NPS (internet promoter rating), buyer utilization, or buyer satisfaction rating that’s equal or much more essential out of your perspective?

Roger Scott: The one which I actually concentrate on is internet enlargement fee. We’re approaching a $500 million firm, and we now have aspirations to get to $1 billion and past. A big quantity of that progress goes to be predicated on the enlargement of our present set up base. Are our clients from a yr in the past shopping for extra? And in that case, how rather more? It’s troublesome to get a constant measure throughout the business on that. Nevertheless it’s essential to decide on a means of measuring after which use that as a baseline. We’ve put a variety of emphasis and improvement into understanding our buyer well being. We’ve received some nice early warning system applied sciences out there now the place we’re in a position to take a look at issues like your license consumption and your utilization base.

There comes a pure time limit the place you’ve obtained to get a wholesome stability between specializing in new enterprise and taking a look at your broaden movement. We take a look at the stability of these internet new bookings, whether or not they’re coming from new logos versus popping out of the prevailing set up base and been pushed off enlargement from wholesome accounts.

By no means Lose – Win or Study

Sam Jacobs: Our listeners have an interest within the profession journey. Stroll us by way of yours.

Roger Scott: I’ve been extremely fortunate and lucky in some ways. I’ve all the time taken benefit of each alternative that presents itself – embrace change, embrace alternative.

I used to be born in South Africa, grew up in Cape City. A few of the early work that I did in my profession was in skilled methods and neural networks and synthetic intelligence.

I spent a complete of 17 years with Oracle. I moved again to headquarters right here in North America, obtained launched to New Relic and 4 years in the past joined the corporate.

Sam Jacobs: What enabled and empowered your success?

Roger Scott: I benefit from all and each alternative that presents itself. At Oracle, individuals who took initiative, pushed change, and had concepts have been celebrated. I encourage individuals at New Relic to consider working in a unique a part of the world or shifting into a special perform on the firm to get a broader expertise. That’s a wholesome factor in a corporation. For the person, it’s a tremendous profession builder and expertise builder that units you up for all times.

Being South African, I’m an incredible Nelson Mandela fan. I espouse his quote, “I by no means lose, I solely win or study.” This idea is nice. You’ll be able to enhance the group’s functionality, and your particular person efficiency.

“I’m since you are”

Sam Jacobs: One of many classes that you simply’ve discovered is the significance of shifting from transactional to relationship-based buyer engagements. Why is it so necessary and what’s the impression that it has on a enterprise because it’s rising?

Roger Scott: Rising up in South Africa, there was this time period ubuntu. It’s a Nguni Bantu time period, and it means humanity or “I’m since you are.” And so my happiness, my success depends in your happiness and success. I take that philosophy and apply it to the enterprise world. If you consider buyer success, we’re as a result of they’re. And in case your clients are massively profitable, we’re going to achieve success.

Sam Jacobs: Are there issues that you simply do inside New Relic to take care of that target the client?

Roger Scott: One of many issues we’ve labored onerous on at New Relic is to be snug within the discomfort of buyer suggestions typically, and to have fun it. We’ve some very clear processes the place we’re capable of seize suggestions from clients. We seize that religiously; meet on a weekly foundation to assessment; and assess what’s modified, what are we seeing, what developments are there, are there issues we should always begin fascinated by and get forward of, are there issues which might be nagging clients?

We even have a really lively buyer advisory board. Embracing the suggestions is absolutely highly effective for the corporate.

RELATED: What’s Buyer Success — A Sensible & Actionable Information

How you can Achieve Enterprise with Actually Making an attempt

Sam Jacobs: What are the important thing strengths that you simply’ve needed to develop to be efficient in your present position? What are the important thing expertise that you simply assume are essential to be efficient because the chief buyer officer?

Roger Scott: We’ve acquired to place our arms round individuals who need to transfer into administration. It’s in all probability the toughest job within the group. There’s an enormous quantity of strain, loads of duty. It requires an entire new collection of expertise. All too typically individuals are put into that position as a result of they’ve finished an impressive job as a person contributor, however we haven’t put the required funding and coaching round them to make them an awesome supervisor.

Our expertise acquisition staff have put lots of emphasis on ensuring that we get the best mix of latest expertise with talent units that others can study from, in addition to placing some nice packages round those that need to transfer into it from particular person contributor place.

Management is important, understanding the imaginative and prescient and the ambition of the corporate and the place they’re going. Lew got down to create a really particular tradition at New Relic. It’s being genuine, daring, keen about what we consider in, and really collaborative. The tradition is what’s going to face you in good stead as you develop. Once I’ve introduced in new leaders, inside two to 3 weeks of being right here they’ll say, “I really feel like I’ve been right here 6 to 12 months already.” And that speaks volumes to me about the best way that we’ve been capable of assimilate individuals into the group, and the diploma to which the tradition is a elementary a part of our success.

The Palms That Rock the C-Suite

Sam Jacobs: Who’re the individuals that you simply look as much as?

Roger Scott: My spouse Michelle Kerr, the CMO at Lever. It’s clear that they’re eager about expertise acquisition in all the appropriate methods. Your ambition wants to increase past your product and repair, it wants to increase to expertise acquisition. Rent people who find themselves going to be instrumental within the progress the corporate, somewhat than hiring for the what you want right now.

The opposite factor that’s been an overriding affect has been working with three distinctive ladies within the business: Judy Sims who’s the CMO at Oracle and is a exceptional success story for anyone who needs to see what you possibly can obtain in life; Hilarie Koplow-McAdams who did unimaginable issues at Oracle and Salesforce earlier than turning into president and CRO right here at New Relic; after which as we speak working for Erica Schultz as CRO, the partnership and collaboration that we have now and the eagerness we’ve been capable of instill in each other for the longer term and success of New Relic has been superb.

Sam’s Nook

Sam Jacobs: Hey everyone, it’s Sam’s nook. What a incredible interview with Roger Scott, the chief buyer officer of New Relic and a longtime government targeted on all the totally different sides which are essential to delivering nice buyer success and buyer expertise.

Issues We Discovered:

  1. The significance of the Ubuntu phrase “I’m since you are”
  2. Utilizing tradition to drive international team-wide engagement
  3. Why internet income enlargement is an important CS KPI
  4. Methods to construct each SMB and Enterprise-grade CS groups and what instruments to make use of to empower them
  5. Steps for managing your profession inside the context of worldwide enterprise orgs like Oracle
  6. The significance of the discomfort of buyer suggestions

Don’t Miss Episode 50

Now, for those who wanna take a look at the present notes, see upcoming friends, or play extra episodes from our unimaginable lineup of gross sales leaders, go to You can even discover the Gross sales Hacker podcast on iTunes or Stitcher. When you take pleasure in this episode, please share together with your friends on LinkedIn, Twitter, or elsewhere.

For those who’ve obtained an awesome concept or a visitor for the present, when you wanna get in contact with me, discover me on Twitter or on LinkedIn. Lastly, thanks once more to our sponsors: Refrain the main dialog intelligence platform for top progress gross sales groups, and Outreach the main gross sales engagement platform.

This can be a sponsored visitor publish from a Gross sales Hacker associate.

Concerning the writer

Sam Jacobs

Sam Jacobs is the Founding father of Aqueduct Income Advisors and the New York Income Collective and considered one of many prime start-up CROs within the tech group.

He has has over 15 years of expertise scaling corporations from post-revenue to ~$300M, has helped increase over $400M in institutional capital, and has helped corporations of all sizes obtain a mean annualized income progress fee of 48% during the last 15 years.

About the author