🚲 Sean MacPherson

Your CSM manages more revenue than your best AE. Nobody talks about this. The average AE carries a $1-2M quota. The average CSM is sitting on a $5-10M book. That's 3-5x the revenue impact. Every single day. And how does the org treat that? The AE closes a $500K deal. Gong. President's Club. Accelerators on every dollar. The CSM saves a $1.2M renewal that was walking out the door, expands it by $300K, and gets a Slack emoji. Same revenue. Completely different value signal. And we let this happen. CS leaders accepted the lesser comp structure because we were told "retention is its own reward." We stopped making the revenue case. We let finance call us a cost center and we adjusted to it instead of fighting it. We built the cage. Then we complained about being in it. You want to fix CS turnover? Fix the math. Comp on GRR and NRR impact. Celebrate saves like closed-won. Build a career path from CSM to GM — not from CSM to "be grateful." Because when your best CSM leaves, they don't just take their title. They take the relationships that keep your biggest accounts from picking up a competitor's call. 𝗖𝗦 𝗱𝗼𝗲𝘀𝗻'𝘁 𝗵𝗮𝘃𝗲 𝗮 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗽𝗿𝗼𝗯𝗹𝗲𝗺. 𝗬𝗼𝘂𝗿 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗵𝗮𝘀 𝗮 𝗿𝗲𝘀𝗽𝗲𝗰𝘁 𝗽𝗿𝗼𝗯𝗹𝗲𝗺. 𝗔𝗻𝗱 𝗖𝗦 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 — 𝘄𝗲 𝗵𝗲𝗹𝗽𝗲𝗱 𝗯𝘂𝗶𝗹𝗱 𝗶𝘁 𝗯𝘆 𝗻𝗼𝘁 𝗱𝗲𝗺𝗮𝗻𝗱𝗶𝗻𝗴 𝗯𝗲𝘁𝘁𝗲𝗿. ⁉️ What's the total book value your CS team manages vs. your sales team's combined quota? Run the number. Then ask yourself why comp doesn't reflect it. #customersuccess #csleadership #saas #revenuegrowth #therevenueratio

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Commercial Performance Tip #9 Speed matters more than most teams admit. Respond quickly to: - New leads - customer questions - complaints Work newest items first (LIFO). Momentum beats perfection. Customers notice speed immediately.

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When I see content like this, I stop scrolling. These 9 questions cut straight to the difference between a manager and a leader. I’ve sat in those rooms where culture, hiring, and coaching either build momentum or destroy it. Every sales leader should read this twice. Powerful insights from Mark Kosoglow and the 30 Minutes to President's Club crew. 🔥 Worth the read!

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SDRs are the backbone of every sales engine—but outdated scripts, vague processes, and one-size-fits-all outreach leave even the best SDRs frustrated and prospects cold. If your SDRs aren't hitting quota, this blog explores what makes a winning SDR strategy—from precision targeting to hands-on enablement—and demonstrates how a modern, growing playbook can open motivation, pipeline growth, and increased revenue. Check out: https://lnkd.in/gJgJG6QP #SDR #SalesDevelopment #SalesLeadership #PipelineGrowth #B2BSales #SalesPlaybook #BeyondCodes #SalesStrategy #ModernSelling

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SDR managers talk a lot about activity and efficiency. But most teams aren't tracking the metric that matters: held demos per 100 calls. Most SDRs sit between 0.5–1.2 demos held per 100 calls. Good teams find ways to push that to 2–3. Here’s how we help clients do it: • Tighten your call market , go deeper on fewer personas • Ditch the full pitch , sell the conversation, not the whole platform • Measure show rate weekly , optimize scripts and CTAs accordingly • Get fast attribution on held demos , what list, what persona, what trigger More calls is not the answer. 100 smart calls will always beat 500 lazy ones.

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If your discovery stops at sales, you’re setting your CSMs up to fail. Discovery isn’t just a sales skill; it’s a must-win for any CSM team, the only way to keep customer relationships alive. Too many CSMs are stuck reacting and gap-filling because leadership assumes discovery ends at closed-won. Or worse, they were never trained to do it at all. The truth? The customer you signed six months ago isn’t the customer you have today. - Priorities evolve - Champions leave - Budgets shift - Leadership changes - Technology transforms If your CSMs aren’t constantly re-discovering, they’re delivering yesterday’s value to today’s problems. And that’s how competitors steal your clients. Equip your CSMs to run discovery better than sales ever did, and watch your MRR tell the story.

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Your SDRs move slow. Your market doesn’t. In 2025, sales teams win with agility. Markets shift. GTM strategies evolve. New products launch overnight. And if your SDR team can’t keep up, your pipeline’s at risk. Bad news: Most internal teams aren’t built to move that fast. Good news: Outsourced SDRs are. Here’s why they’re built for the modern sales org: 🔄 Pivot to new ICPs without missing a beat 🚀 Launch-ready teams, no hand-holding required 📊 Real-time reporting to optimize on the fly 🎯 Performance-based models (not just warm bodies in seats) The future of SDRs isn’t in-house—it’s on-demand. Want to pick the right agency to keep your pipeline fast, flexible, and future-proof? We’ve got the guide for you 👇

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Most teams think expansion starts after renewals. But by the time renewal shows up… your expansion window may already be closed. Every time I talk to CS teams, I hear the same story: “We planned the expansion convo for Q4… …but the customer went quiet.” It sounds like a renewal problem. But actually, it’s an expansion timing problem. Here’s the truth: → Expansion starts right after adoption, not months later. → Usage patterns reveal upsell signals long before renewal dates do. → If you wait, you’ll only see the symptoms, not the opportunity. And this is exactly why the LAER Model works so well. 1️⃣ Land 2️⃣ Adopt 3️⃣ Expand 4️⃣ Renew Created by TSIA, it helps CS teams treat expansion as a natural step in the customer journey, not a last-minute hope. As Katherine Tattum puts it, you can turn LAER into “an organizational success” by “converting a single user and encouraging them to show their colleagues.” When teams do this, everything shifts. ⭐ Higher satisfaction ⭐ Stronger retention ⭐ Bigger customer value ⭐ More predictable growth Because once users find value, they’re already primed for more: new seats, new features, new markets. The teams that win? They don’t “push upsell.” They notice it early. More here → https://lnkd.in/d3UFiunU #CustomerSuccess #LAER #Expansion #Retention #SaaS

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Most brands think they have “call tracking” figured out, but they don't. If you can’t control routing in real time, see exactly which campaigns drive revenue, and filter out bad calls before they hit your team, you’re just guessing. Calls are your highest intent leads. Without the right infrastructure, they’re also where the most money gets lost. Basic tools track calls. Serious platforms like Ringba optimize, route, and monetize them. That’s the difference. Ringba was built for companies that actually care about what happens before, during, and after the call. If your business relies on inbound phone calls to acquire customers or you’re looking to improve your current call strategy, book a meeting with me. If you’re a marketer interested in getting more out of your call tracking, we should talk. https://lnkd.in/eGUmSMED #Ringba #CallTracking #Marketing

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Your SDR team can't scale outbound because personalization breaks at volume. Writing custom emails for 200 prospects weekly is humanly impossible. So reps make a choice: send generic blasts that get 2% response rates, or cherry-pick 30 high-value accounts and leave pipeline on the table. Both options lose. The first trains prospects to ignore you. The second caps your growth at however many personalized touches one human can produce daily. The constraint isn't effort. It's that real personalization requires research, context synthesis, and message adaptation for every single prospect. Most teams can't operationalize that at scale, so they default to templates with merge tags and call it "personalized." Prospects see through it immediately. Enter This Week's Featured Agent: AiSDR AiSDR removes the personalization constraint entirely. It handles prospect research, contextual message writing, response management, and meeting coordination as a complete workflow. The agent researches each prospect across 323+ data sources, including recent LinkedIn activity, company news, job postings, tech stack changes, and funding rounds. It then writes messages that reference specific business context rather than generic pain points. When prospects reply, AiSDR responds within 10 minutes. If someone says "we're focused on other priorities right now," it doesn't mark them closed-lost. It schedules a follow-up for when their roadmap likely shifts. When they ask technical questions, it provides specific answers and moves the conversation toward a demo. When they raise objections, it handles them using your company's playbooks. The agent operates from your actual inbox through Gmail or Outlook integration, learns your messaging patterns through its persona builder, and maintains consistent positioning across every interaction. Your reps stop spending hours on email composition and sequence management. They focus on the conversations AiSDR has already warmed up. This fundamentally changes your outbound economics. The bottleneck shifts from "how many personalized emails can we write" to "how many qualified conversations can we handle." Your pipeline becomes a function of market size and offer strength, not human capacity to research and write. That's the unlock. Most SDR teams are productivity-constrained when they should be market-constrained.

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Sales mid-managers are at the biggest risk in 2026. ICs will still sell. VPs and Directors will own the numbers - and get blamed when they’re missed. So if you’re in the middle, and you’re not adding real value - why do they need you? The role has changed fast. You have to really know your people: who’s blocked, distracted, or quietly burning out. You have to understand your tools: how they connect, how they fail, how AI can actually fix problems. If you can’t navigate the systems your team uses every day, you can’t lead them. You have to understand how sales works as a system: pipeline, conversions, inbound and outbound flow. And you have to communicate clearly. No buzzwords, no corporate tone. Just clarity. The middle layer in sales is under pressure. If you’re not enabling, simplifying, or lifting the team - you’re optional.

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"How can CS be a revenue-driver when I can fire half my team and NRR stays the same?" Until Customer Success can find quantifiable evidence that they have a higher ROI than another AE hire, they'll always be a cost center. That's what happens when you solve for churn. You start playing not to lose. You meet with every account regardless of tier. You fret over each escalation, not by the amount of ARR at stake, but by how angry the account seems. Fear of conflict drives your decision-making. You have every customer insight at your fingertips. You have 360-degree customer intelligence. You reach out proactively at the first sign of trouble. But it doesn't make a difference. And it won't. Because the people who make CS tools are ALSO solving for churn. And CS can't be accretive with tools made for support and risk reduction. Just listen to the man himself: "Customer Success has gotten worse over the years. Much worse…We're seeing a fundamental shift where CSMs are expected to be revenue generators, but they're using systems designed for customer support." - Jason M. Lemkin If I'm honest, I'm kinda over Customer Intelligence. And I'm not even 100% sure what Commercial Intelligence is. We need Expansion Intelligence. #customerexpansion #nrr #customersuccess

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For many sales reps, hitting quota isn’t a matter of effort, it’s a matter of access.   Despite their best intentions, too many are still working within outdated systems, spending valuable time searching for the right content instead of using it.   The reality is that no matter how skilled or experienced your team is, they can’t succeed if they’re buried under layers of disconnected decks, files, and folders. When the right material takes too long to find, momentum is lost, client interest fades, and the opportunity slips further out of reach.   Sales enablement should simplify the sales process, not complicate it.  If your reps are spending more time locating resources than engaging clients, then the system isn’t supporting them the way it should.   Now more than ever, enablement needs to be built around usability, relevance, and speed.   Is your team enabled to move quickly, or are they being held back by the tools around them?

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Why Sales Leaders Should Seriously Consider Sellers With a Sales + Enablement Background Let me say this louder for the folks in the back: A seller who also comes from sales enablement is NOT “nontraditional.” They’re a competitive advantage. If you’re hiring hunters, farmers, or full-cycle killers… don’t sleep on these candidates. Here’s why: 1. We ramp fast — because we’ve built the ramp for everyone else. When you’ve created onboarding, playbooks, and training programs, you don’t need a 90-day runway. Give us the ICP, the product, the value, and the sandbox — we’re off to the races. 2. We’re natural hunters — with better discipline than your average SDR bootcamp graduate. Enablement exposes you to the habits of the top 10%: How they prospect, how they qualify, how they create momentum, how they build multi-threaded deals. We’ve studied it. We’ve coached it. We execute it… consistently. 3. We make farming look easy — because we understand the whole revenue engine. Expansions, renewals, whitespace, adoption, risk, value realization — when you’ve lived in enablement, you see the entire chessboard. Customers feel that. And leadership feels it even more. 4. We collaborate like adults, not divas. Sales, CS, SEs, RevOps, Marketing, Product… We know how the machine works, how to get what we need, and how to keep deals from stalling in the gaps. 5. We make our managers’ lives easier — yes, really. Clean forecasts. Clear next steps. Real MEDDPICC discipline. Documentation that doesn’t make leaders want to cry. You get someone who thinks like an operator and sells like a closer. If you want someone who: ✨ Hunts with intention ✨ Farms with strategy ✨ Ramps in half the time ✨ Elevates everyone around them ✨ And actually knows how to make selling repeatable… Hire the candidates who’ve sat in both seats. They don’t just sell. They scale. And every revenue team could use more of that right now. #SalesLeadership #HiringSales #EnablementToSales #SalesEnablement #RevenueTeams #EnterpriseSales #SalesCulture #SalesStrategy #MEDDPICC #FullCycleSales #SalesHiring #RevOps #SalesPlaybook #PipelineGeneration #SalesEnablementPros #WomenInSales

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Every SDR leader knows the pain. You finally get your top performer humming, and next quarter you’re backfilling them with someone brand new. That new SDR is learning everything: product, personas, competitors, tools. All before they even get to the hard part…figuring out what to say. Smart leaders bake this ramp into their pipeline models. Some even add “phantom” headcount to cover the gap between fully-ramped reps and the reality that 30% of the team is still learning the basics. The new SDRs heads are spinning as they bounce between six different systems of truth. So it’s no wonder new reps move at a glacial pace. That’s where Roomie AI Spark changes everything. Common Room already brings all your GTM signals into one place. Spark takes it further by turning those signals into natural-language insights that tell reps exactly what’s been happening at an account. Picture this: A champion joins a target account. In the old world, your SDR digs through Salesforce, hunting for context from their last company and stitching together context about the target account. Then they try to Hemingway it into a relevant messsage. It takes 20-30 min per message. In the new world, they hover over the contact in Common Room and Spark instantly surfaces everything — who they are, what’s happened, even Gong call insights from their previous employer. If I’d had this when I led SDR teams, I wouldn’t have needed to model ramp time because ramp time would be cut in half.

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