Sarah Ager

The HubSpot Academy RevOps Bootcamp wasn’t just a “how-to.” It was a tune-up. A chance to validate frameworks, compare notes with sharp peers, and re-center on what makes operations revenue-driving instead of report-building. The best part was the conversations: shared challenges in lifecycle consistency, attribution accuracy, and getting leadership to actually use the data we build. Whether you're brand new to RevOps, or deep in, don’t skip this kind of experience. It’s not about learning HubSpot. It’s about learning from the people who push it to its limits. #HubSpot #HubSpotAcademy #RevOps #RevenueOperations

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Discovery should never stop for a CSM. The customer you onboarded six months ago is not the same customer you are managing today. Priorities change. Leadership changes. Teams change. Problems change. Keep asking: → What are your team’s biggest priorities over the next 6–12 months? → How are you measuring the business impact of this today? → Who else is impacted by this, and what matters most to them? → What happens if this project isn't successful? → If budget, resources, and implementation effort weren’t constraints, what would you change first? → If we were having this conversation a year from now and you considered our partnership a huge success, what would be different? Then follow the answer. The first response gives you context. The follow-up questions are where you uncover the real priority, impact, risk, or opportunity. Some of the most important expansion and churn signals show up in an answer to a question a CSM almost didn’t ask. Discovery is an ongoing part of managing the customer relationship. Keep going deeper.

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If you’re relying on your AM’s or CSM’s to flag risk - you’re playing from behind. Gong identifies hundreds of powerful signals that tell you when customers are at risk, letting you spend your time on solving customer problems rather than asking for updates and filling out CRM fields.

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Churn isn’t always about product failure. It’s about perception failure. Customers don’t leave because the math on your NRR dips. They leave because the story in their head no longer matches the value you’re delivering. Ask yourself: Are you managing retention - or managing perception? It's time to look closer, get the guide > https://lnkd.in/ev_VcAmb

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Most CSMs lose renewals long before the renewal conversation ever happens. It usually happens here: There’s no real executive alignment. A quarterly check-in. A slide buried in a QBR. A last-minute renewal call. That’s not alignment. That’s exposure. Revenue-driven CSMs understand something critical: Executive alignment is a revenue strategy. Executives aren’t asking about feature usage. They’re asking (even if silently): • Are we on track to hit our business goals? • Where is there risk? • How are you helping us win? If your conversation doesn’t answer those three questions, you’re speaking the wrong language. Here’s the simple framework that works: 1️⃣ Outcomes achieved 2️⃣ Risks & headwinds 3️⃣ Opportunities ahead No task lists. No product tours. Just business clarity. When exec alignment is strong: • Renewals stop being stressful • Expansion conversations start earlier • Champions get air cover • CS becomes revenue-critical Quick gut check for this week: If your customer’s exec was challenged tomorrow, would they defend your renewal? If not, that’s the work.

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