In this short segment of the Revenue Builders Podcast, John McMahon and John Kaplan and Alex Varel, CRO of Multiverse, discuss the mindset and responsibilities required to succeed in a CRO role. Alex shares firsthand insights on the challenges of executive leadership, the importance of accountability, and how customer success should be integrated into go-to-market strategies. He also emphasizes the significance of informed decision-making and fostering a culture of collaboration across sales and customer success.

KEY TAKEAWAYS

[00:01:17] The CRO’s Accountability Mindset – The deep responsibility that comes with the CRO role and the need to embrace it.
[00:01:56] Executive Team and Board Alignment – Understanding the dynamics of working with senior leadership and the board.
[00:03:06] The Power of Listening in Leadership – Why listening is a CRO’s biggest advantage when making critical decisions.
[00:04:42] Customer Success and the CRO Role – The importance of unifying pre-sale and post-sale efforts under a single vision.
[00:05:28] Org Design for Customer-Centric Growth – Why aligning sales and customer success creates a seamless customer journey.
[00:06:22] The Right Intent Behind Owning Customer Success – Why it’s about customer outcomes, not just control over teams.

QUOTES

[00:01:17] "Having the accountability to the customers, individuals, and teams—and making all of them wildly successful—is what excites me about the CRO role."
[00:03:06] "A huge advantage of being a CRO is that people want to meet with you—inside and outside the company. Use that to listen and make informed decisions."
[00:07:23] "The best org design creates a natural mechanism for unified goals that benefit the customer and fuel growth."
[00:06:45] "I wasn’t concerned with building a fiefdom—I was focused on creating a structure that aligns sales and customer success for better customer outcomes."

Listen to the full conversation through the link below.
https://revenue-builders.simplecast.com/episodes/the-reflective-journey-from-sales-leader-to-cro-with-alex-varel

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