FOUNDER’S GUIDE TO B2B SALES COMMON SALES / CUSTOMER SUCCESS INTERACTION MODELS Where there are many different models, here is a breakdown of three popular ones. SALES HANDOFF SALES OWNS FULL (TWO SALES EVERYTHING COLLABORATION TEAMS) (SUCCESS AS (FLUID DUTY RENEWALS) SEPARATION) NEW Sales Sales Sales CUSTOMER ACQUISITION SALES HAND OFF 0-90 days Never Never TO SUCCESS RENEWAL Success Renewals supports Success, with sales sales support EXPANSION, Success Sales Success, but INCIDENTAL both paid EXPANSION, Success Sales Sales, but MAJOR both paid CONCEPT Create two sales Sales owns Sales and success are teams. One, often everything, and incentivised to work transactional team, their success is together and to let that’s set up to win measured on new work flow to the right new customers, and sales, expansions, party. Sales helps a second team built and renewals. A small on hard renewals. to expand the existing renewals team then Success takes customer base. In helps them drive easy expansions. this scenario, the first process. Comp neutrality is team’s deals become the collaboration the second team’s lubricant. leads. SPRING 2023 .34