Kick SaaS Podcast

SaaS Sales and Customer Success with LinkedIn's Julie Federman

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What is customer success? Is it customer support? Glorified training? A precise definition doesn’t exist, but Julie Federman describes customer success as a resource that helps customers align with core business objectives and priorities through measurable results.

As a customer success manager at LinkedIn, she would know. Julie shares tips and tactics on combining software as a service (SaaS) sales and customer success. Her tagline on LinkedIn is: “Driving success and a love of learning through leadership consulting and education.”

Topics Include:

  • Customer Success Manager Role and Responsibilities: Consulting, change management, deployment, enablement, and training 
  • Account Manager Role and Responsibilities: Maintains commercial relationships to renew, upsell, and cross-sell current customers
  • Buying Committee: Opportunities for collaboration between sales and customer success
  • Who does what when making a decision? RAPID Decision Making Model: Recommend, Agree, Perform, Input, Decide 
  • How much time and energy should you invest in upselling clients to bring in additional revenue? Pareto Principle: 80% of your business comes from 20% of your customers
  • Success Criteria: What does success mean to your customer?
  • LinkedIn’s customer success support varies across business-to-business (B2B) lines 
  • Reasons for Conflict: How to have meaningful and productive work relationships
  • Show Benefits of Service: Stories, surveys, measurable metrics, and other options 
  • Structured Communication: Create deliverables that succinctly resonate with certain populations and audiences
  • What metrics make a healthy account? Existing internal metrics that indicate success to motivate team and help customers
  • Change Happens: Maintain and mitigate churn, rotation, and retention
  • LinkedIn’s Levels of Merit: Leadership, leverage, and results from performance reviews
  • Potential for artificial intelligence (AI) and machine learning (ML) to predict churn
  • Client-facing Community: Chat, connect, and comment to provide feedback on products

    • Links and resources:

    Julie Federman

    LinkedIn

    How to Work Well With Others

    Lynda.com/LinkedIn Learning

    Microsoft buys LinkedIn

    RAPID Decision Making Model

    Pareto Principle

    Lemonade Insurance Company

    Salesforce

    IBM Watson

    ...more
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    Kick SaaS PodcastBy Jono Landon