In this discussion, Erica Anderson, the CRO of Notion, and Abbas Haider Ali, VP of CS at GitHub, dive into the nuances of customer success. They emphasize the need to allocate 10% of revenue for post-sales initiatives to ensure growth. The duo shares insights on adapting customer success strategies, the role of KPIs in measuring progress, and the importance of team structures in driving success. They also explore effective monetization strategies for customer-facing roles, blending personal anecdotes with practical advice.

Erica Anderson, Senior Vice President of Revenue at GitHub, shares her dynamic journey from sales operations to a pivotal sales executive role without prior quota-carrying experience. She discusses GitHub’s unique top-down and bottom-up sales approach and reveals the value of strong partnerships between sales operations and leadership. Erica reflects on the crucial lessons learned about hiring strategies, the importance of individual forecasting, and the need for agility in adapting sales techniques, all while navigating her leadership insecurities in a growing tech landscape.