Tom Hanrahan

Treating your CSM like a support rep is costing you millions. Most VPs of Sales can tell you to the dollar what each AE generates. Most VPs of CS can't tell you what their CSMs protect. That gap is the problem. Your CS team has a revenue number. It's just invisible because no one built the model. Here's what a strong CSM is actually moving in your business: 📌 NRR is not a CS metric. It's a company survival metric. Your CSM is either defending it or eroding it, every quarter. The difference between 95% and 105% NRR at €5M ARR is €500k in annual compound growth. One team creates it. One team destroys it. 📌 Expansion revenue without a sales motion. The best CSMs generate 15 to 30% of their book in upsell and cross-sell. Not because they pitch. Because they map business outcomes before the AE is back in the room. 📌 Reference pipeline you can't measure. One happy enterprise client generates 3 qualified intros to similar companies. This never shows up in a CS dashboard. It absolutely shows up in year 3 ARR. 📌 Churn cost avoidance. Replacing one churned €50k account costs €75k to €150k once you factor in sales cycles, implementation time, and lost expansion potential. Your CSM preventing that pays their salary twice over, before expansion is even on the table. The companies that underinvest in CS share one thing: they treat it as a cost center. A team that answers tickets and keeps clients calm. The companies running 110%+ NRR treat CS like a revenue team. Quota structure, tooling, coaching cadences, clear career paths. The whole thing. The truth is: you don't have a CS problem. You have a CS strategy problem. 💬 VP of CS or hiring managers reading this: what's the one metric you wish leadership actually tracked about your team's revenue impact? ♻️ Save this if you're building the business case for CS investment. #CustomerSuccess #CSM #SaaS #NRR #NetRevenueRetention #B2BSaaS #CustomerSuccessManagement #RevenueGrowth #ChurnPrevention #B2B #GrowthStrategy #SaaSMetrics

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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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Stop losing leads before your team talks Save this if you want SaaS growth without burning hours Most SaaS companies struggle with slow, costly qualification calls that waste SDR time and inflate CAC. The real bottleneck isn’t your sales reps or tools— it’s how you orchestrate workflows and AI voice agents to pre-sell effectively. Here’s how n8n and AI agents can change the game: Trigger: Incoming demo request or product inquiry via CRM Decision: AI voice agent classifies lead intent using NLP Scorer: AI rates lead quality based on CRM data + behavior Executor: AI agent answers FAQs, highlights pricing tiers, and handles objections without human aid Verifier: AI routes only ‘high intent’ leads to SDRs via Slack Integration: Sync seamlessly with Stripe for real-time pricing checks, CRM for lead enrichment, and email for follow-up Real example: We deployed this at a SaaS scale-up easing SDR load by 45%. Demo-qualified leads increased 30%, while CAC dropped 20%. Teams saved 8 hours per week on repetitive calls. Revenue impact? Adding AI voice agents synchronized by n8n workflow shaved three weeks off our sales cycle and boosted NRR by 12% within two quarters. Expert takeaway If your AI agents aren’t automated, they’re just expensive demos. Want to see the exact workflow diagram? DM me to get a step-by-step n8n blueprint tailored for your SaaS stack. How much revenue could you unlock if AI voice agents handled your pre-sales calls flawlessly?

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Most sales reps are ok to good at working a sales cycle with a prospect that is actively buying right now.  The best separate with nurturing those that aren’t buying right now.

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Sales teams are pulling ahead of marketing in a way that should worry every CMO. Gong's new report shows sellers using AI frequently generate 77% more revenue per rep — $894K versus $504K for non-users. Yes, this is Gong studying Gong users, so take it with appropriate skepticism. But the direction matches what we're hearing everywhere: the conversation shifted from "AI saves time" to "AI makes money." Here's the part most people will miss: 69% of revenue leaders now trust AI-generated insights enough to make actual strategic decisions. Forecasting calls. Resource allocation. Real consequences. Meanwhile, most marketing teams are still measuring AI by blog posts produced and hours saved on briefs. That's the productivity phase sales just graduated from. The gap isn't access to technology. Every team has the same tools. The gap is trust. Sales leaders let AI inform pipeline decisions that matter. Marketing leaders use it for drafts that get rewritten anyway. Until marketing starts trusting AI with decisions that have real business impact, sales will keep reporting revenue growth while marketing reports content output. One moves the needle. The other just moves faster. The trust threshold exists. Sales crossed it. Marketing hasn't. Read the full breakdown of why this matters and what to do about it: https://lnkd.in/dzdV2YS3

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Read Salesforce's AI roadmap. Then Gong's. Then Outreach's. Not one of them mentions the word "integration." --- That's not an oversight. It's the business model. Salesforce has no incentive to share CRM data with Gong. Gong has no incentive to share conversation data with Outreach. Each vendor's moat is their data. The moment they share it, they commoditize themselves. So each one builds smarter AI on their own data. In their own silo. Each release makes their product better and makes YOUR problem harder — because now you have more AI features to manually connect. --- The pattern is structural. It's not going to change from inside the stack. Enterprise sellers know this. You've been the integration layer for years. The only thing that changed in 2024 is that there are now 5 AI features in that stack instead of zero, and every single one of them starts from zero, has no memory of the others, and asks you to re-explain your world. More AI. Same problem. Bigger gap. --- The architectural answer isn't a better tool inside the stack. It's a layer that sits above all of it — one that holds the seller's complete context, connects what each tool knows, and does the work that none of the siloed AIs can do. Without needing vendor permission to exist. That's what this Claude CoWork plugin does. Link in the comments. #ClaudeCoWork #SalesArchitecture #EnterpriseSales

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Calling all Full Stack Developers. "Most sales teams know coaching works. The problem is it rarely happens consistently, and when it does, it’s hard to measure whether it’s actually making a difference. That’s what we’re fixing." Paul Fleming Let's change sales coaching. If you'd like to join our team, speak to Paul today. #hiring #salescoaching

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Focus on your habits. 💪 Small gains = big wins over time. Especially in customer success. CS is critical right now. Not convinced? Listen to Marilee Bear, Chief Revenue Officer at Gainsight: Around 40% of SaaS revenue now comes from expansion. And CS teams are in the best position to identify and influence those opportunities. Think about that for a second... Nearly half your revenue comes from customers you already have. THAT is the power of great CS. According to our 2025 State of Customer Success Report, 67.3% of CS teams now track expansion revenue as a core KPI. That number was 52.1% just two years ago btw. The companies investing in their CS motion are seeing it pay off. Teams with structured daily habits report 34% higher net revenue retention compared to reactive CS orgs. Friendly reminder: Your CS team already has access to the customers. They know the pain points. They see the use cases. They understand where value lives. Make sure you INVEST in your CS team. CS is just as important as sales and marketing. Thx for coming to our TED talk ✌️ P.S. Agree? Repost to share

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