#19 Financial metrics that drive customer success ops - Haden Cosman, Senior RevOps Manager, SoSafe
RevOps Lab5 Maalis 2024

#19 Financial metrics that drive customer success ops - Haden Cosman, Senior RevOps Manager, SoSafe

In this episode, we dive into the financial metrics of CS Ops, how they impact decision-making, and what levers you can pull in CS to positively impact those metrics while optimizing NRR.

What you’ll learn in this episode:

  • What are the main financial metrics for RevOps?

  • Specific examples of how those financial KPIs actually drive behavior

  • Who defines metrics and goals in large organizations?

You can find more information about Haden here:

https://www.linkedin.com/in/haden-c-93271160/

RevOps Letter: https://www.getweflow.com/revopsletter Janis on LinkedIn: https://www.linkedin.com/in/philippstelzer/ Philipp on LinkedIn: https://www.linkedin.com/in/janiszech/ Weflow: https://www.getweflow.com/

Marker:

(00:00:00) Introduction/What are the main financial CS metrics?

(00:05:20) How do you measure and attribute CS metrics

(00:08:16) SoSafe’s service model and CS responsibilities

(00:19:18) Communicating metrics and goals to the revenue org

(00:22:24) Key drivers for driving CS efficiency

(00:28:48) What advice would you give your younger self?

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Jaksot(119)

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#29 Quick update & announcement from the RevOps Lab

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#28 Creating an effective Marketing attribution model - with Daniel Foulkes, Senior Marketing Strategy & Operations Manager at CoachHub

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#27 How RevOps should work with leadership and the C-suite - Stacie Sussman, CRO at RevUp Advisory

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#26 RevOps’ role in quota and OTE planning - Jeremy Lamande, Fractional RevOps Leader & LI Top Sales Operations Voice

#26 RevOps’ role in quota and OTE planning - Jeremy Lamande, Fractional RevOps Leader & LI Top Sales Operations Voice

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#25 How Sales Enablement impacts Revenue Operations - Stephanie Middaugh, Head of Global GTM Enablement at Pinecone

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#24 Keeping RevOps lean - Anastasiia Binns, Head of RevOps, Semble

#24 Keeping RevOps lean - Anastasiia Binns, Head of RevOps, Semble

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#23 7 CRM mistakes you should avoid, Philipp Stelzer, Co-founder at Weflow

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