When I started in Sales I was the only SDR tackling the DACH market.
When I got promoted to AE, I was the only AE tackling the DACH market.
In both positions 2 things were non-negotiable to me:
- Weekly Meetings with my Marketing Manager
- monthly Meetings with my Customer Success Manager
I needed to make sure these relationships were honoured to succeed as a Seller because God knows... I needed them more than they needed me 😅.
Today, we’ll cover why embedding CS early in your sales cycle is a game-changer, who wins from it, and how to make it happen!
PLUS 😍 a new SiD Podcast Episode is out! The CS Queen, Cara Benecke, CS Lead at WorkFlex, shares her CS-in-sales Secrets. Scroll down and listen in! ⬇️
So... let's get started with the basics:
Data doesn't lie! 📊
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According to Gainsight, about 40% of SaaS revenue now comes from renewals and expansion rather than just new logos.
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Totango found that CS + Sales alignment improves retention and upsell performance, with leaders saying retention is now a top company outcome and that closer pre- and post-sales collaboration is essential.
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From the “How CS and Sales Integration Boosts Revenue & Retention” study: Companies with integrated CS see ~60% higher revenue gains and 2.2× more customer retention vs those who keep CS & Sales siloed.
Data doesn't lie and many of us already know the power of CS and Sales together! But how come so many still don't do it?
Here are a few theories:
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Quota Tunnel Vision
Sellers are trained (and pressured) to think in quarters. The focus is on closing the deal not what happens six months later. Involving CS can feel like “slowing things down,” even if it actually speeds long-term growth. -
Lack of Alignment
In many companies, Sales and CS sit in silos. Different KPIs, different leaders, different tools. Without a shared process, sellers don’t even know how or when to loop CS in. -
Fear of Overcomplicating the Sale
Some reps worry that bringing CS into early conversations adds too many cooks to the kitchen. In reality, CS often brings credibility and reassures prospects that they won’t be left hanging.
This is a Change that has to come from TOP DOWN as well as BOTTOM UP!
We have a few ideas on how to bring CS into your Sales Cycle efficiently 💸
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Invite CS into qualification calls or discovery calls when major accounts are involved -> this also gives your prospect and idea of the person they will work with after the deal closes! You want them to think about the time after they bought from you!
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Share relevant customer intelligence: adoption patterns, feature usage, risk signals -> story telling done by the person who was part of this customer story!
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Co-create success / onboarding plans before contract signing, so expectations are aligned -> you prospect sees internal alignment, which gives them a feeling of stability and trust in a long partnership!
Quick Win Challenge
Pick one of your Deals which is in stage Negotiation! Bring Customer Success into the conversation (even if just for a short sync).
You’ll immediately gain clarity, uncover hidden risks, and build trust!
Tell us how it goes!
What's next?
New Podcast with Cara Benecke, CS Lead at WorkFlex
In our latest podcast, Cara talks about:
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How her team defines “customer health” early
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What CS Lead wishes sales would ask during deal cycles
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How deals can be saved!
Our Subscription Model is changing! 🚨
Heads up! Starting January, the Sales in DACH Subscription Model will be updated! If you want access at the current price, lock it in ->
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