Building Sales and Customer Success Alignment

Sysdig Sees Significant Improvements in Retention Revenues

The Value of Training Customer Success and the Sales Team

Sysdig Quote V3

If you want to grow revenue, you need an organization that is cross-functionally aligned on buyer value and solution differentiation. Capturing that value after the initial sale is an essential component to recurring revenue and expansion opportunities. Fostering that alignment, specifically between the traditional sales organization and customer success teams is critical to fast-growing software companies.


Using Command of the Message® and MEDDPICC, Sysdig developed the rigor and common language that Sales and Customer Success needed to significantly increase initial and post-sale revenue growth. Putting both organizations through the program enabled individual teams to shift away from focusing on technical capabilities, and more on the broader goal of connecting Sysdig’s solutions to buyer’s business challenges. As a result, Customer Success is better able to monetize accounts long term.

The results have been impressive:

  • Increased conversion rates by more than 2x
  • Cut ramp-up time by 50%
  • Gross and net retention revenue skyrocketed
  • Drive clear ROI from the engagement

Keegan Riley Quote - Short

Sysdig CRO, Keegan Riley:
On the value of training Customer Success

Keegan

A Consistent Value Message

"You don’t want a customer to be like ‘you sold me the dream. And now I’m on my own to implement this stuff that’s highly technical?’ On handoff calls, sales and customer success now speak the same language. They understand what the PBOs are. They understand what the required capabilities are. They understand the metrics that the customer and us are jointly going to use to measure success."

Improved Alignment Between Sales and Customer Success

"Our Customer Success team knows how impactful our sales process. They have a deep understanding of what our customers are trying to accomplish immediately after the initial sale. We’re fully supporting our customers and our Customer Success team in achieving positive business impacts."

The Business Impact

When it came time to do the deal, our sellers would say ‘they love our tech’, but there was no connection back to the business. They couldn’t outline a champion or a big business problem. Now, we’re better able to make our customers successful at their projects because we understand their actual pain. It’s not just, ‘Hey, we’ve got this cool widget. You bought it. Good luck with that.’"

The Force Management Difference

"It’s been a process that has helped us establish new habits in how we think about our engagement with our customers, both before and after the sale. That, to me, is the biggest difference in this engagement and what makes Force stand out."

Learn More about Sysdig's Transformation

See the Full Case Study

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