ChurnZero turned an inbound-heavy team into an outbound machine.
Sarah Kiley, Chief Sales Officer at ChurnZero, joins Todd Busler to share how she transformed a historically inbound-heavy sales team into a consistent outbound pipeline engine. With years of experience in government, nonprofit, and EdTech sales, Sarah brings a unique perspective on operational excellence, team culture, and process-driven growth.
Sarah shares how she restructured outbound from the ground up, using a process-first approach. She also explains why every rep at ChurnZero now builds their own "sales math" and how personal goals keep their team motivated.
In this episode, you’ll learn:
- How to transition from inbound to outbound without breaking what works
- The role of sales math and personal goals in performance
- Why outbound fails without clarity in process and ownership
Things to listen for:
(00:00) Introduction
(01:37) Applying for a role that Sarah had to have
(03:36) Unlocking customer insights without a CSM team
(05:30) The pivot from inbound to outbound
(08:09) Culture and clarity during transformation
(10:10) Building process without killing culture
(12:56) A broken prospecting loop and how to fix it
(14:03) Sales math, quotas, and personal goals
(17:53) Learning from SDR wins and feedback
(23:36) Segmenting reps by market for scale
(27:44) How CS teams drive real pipeline
(32:51) Missteps slowing down B2B sales orgs
Bonus for podcast listeners:
Champify turns your company’s existing relationships into net-new pipeline—former customers at new jobs, closed-lost deals ready to re-engage, and warm intros that get missed.
We’re helping teams like S&P Global generate 20% of their pipeline this way. No complex setup. Just results.
Email sales@champify.io and mention this podcast. We'll run a data test + closed-lost audit to show what you’re sitting on.
