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Former Recruiter Reacts ‼️ Follow for more executive interview strategies to stand out in your next interview! 🧿 #executiveresume…
Former Recruiter Reacts ‼️ Follow for more executive interview strategies to stand out in your next interview! 🧿 #executiveresume…
Liked by Nikki Raffo
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💺👨💻Nice WFH setup… but I wouldn’t be surprised if he’s regularly clocking in for naps instead of meetings 😂 That chair looks way too…
💺👨💻Nice WFH setup… but I wouldn’t be surprised if he’s regularly clocking in for naps instead of meetings 😂 That chair looks way too…
Liked by Nikki Raffo
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Ok, it's Administrative Professionals Day. But that title doesn't come close to capturing who Summer Bolen is or what she means to the teams we work…
Ok, it's Administrative Professionals Day. But that title doesn't come close to capturing who Summer Bolen is or what she means to the teams we work…
Liked by Nikki Raffo
Experience
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Licenses & Certifications
Honors & Awards
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Accelerate Leadership Program FY23-FY24
Salesforce
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Achievers Club FY22
Salesforce
Languages
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English
Native or bilingual proficiency
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Sign Language
Limited working proficiency
More activity by Nikki
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🔬 #ArtificialIntelligence 𝗛𝗶𝗿𝗶𝗻𝗴- 𝗝𝘂𝘀𝘁 𝗪𝗵𝗮𝘁 𝗔𝗥𝗘 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗿𝘀 𝗟𝗼𝗼𝗸𝗶𝗻𝗴 𝗙𝗼𝗿? The Terrible Facts: - Artificial…
🔬 #ArtificialIntelligence 𝗛𝗶𝗿𝗶𝗻𝗴- 𝗝𝘂𝘀𝘁 𝗪𝗵𝗮𝘁 𝗔𝗥𝗘 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗿𝘀 𝗟𝗼𝗼𝗸𝗶𝗻𝗴 𝗙𝗼𝗿? The Terrible Facts: - Artificial…
Liked by Nikki Raffo
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Mark Zuckerberg’s hiring philosophy has played a key role in Meta’s rise to a $1.7 trillion tech giant. He looks for people who can thrive in a…
Mark Zuckerberg’s hiring philosophy has played a key role in Meta’s rise to a $1.7 trillion tech giant. He looks for people who can thrive in a…
Liked by Nikki Raffo
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Brian Buffini talks becoming a millionaire with Ken Coleman on this episode of Front Row Seat.
Brian Buffini talks becoming a millionaire with Ken Coleman on this episode of Front Row Seat.
Liked by Nikki Raffo
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Feeling incredibly thankful today. So far this year, I’ve had the opportunity to deliver Tableau training to nearly 100 learners. Every class…
Feeling incredibly thankful today. So far this year, I’ve had the opportunity to deliver Tableau training to nearly 100 learners. Every class…
Liked by Nikki Raffo
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I am pleased to announce the recent promotion of my colleague, Robert T., to the position of First Vice President! This achievement is a testament…
I am pleased to announce the recent promotion of my colleague, Robert T., to the position of First Vice President! This achievement is a testament…
Liked by Nikki Raffo
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Tomorrow I deliver my first training class of 2026 and I’m feeling thankful. There’s something special about starting the year by helping people…
Tomorrow I deliver my first training class of 2026 and I’m feeling thankful. There’s something special about starting the year by helping people…
Liked by Nikki Raffo
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Thank you all for the very warm welcome this past week! Today it’s my turn to welcome Madeline Dibble to OutSystems as our head of Global Revenue…
Thank you all for the very warm welcome this past week! Today it’s my turn to welcome Madeline Dibble to OutSystems as our head of Global Revenue…
Liked by Nikki Raffo
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I've got a trick for spotting top performers just by looking at their CV. And it's got nothing to do with grades or what school they went to. It's…
I've got a trick for spotting top performers just by looking at their CV. And it's got nothing to do with grades or what school they went to. It's…
Liked by Nikki Raffo
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As I shared last week, I’ve been hyper-focused on team-building at Standard Metrics as we’ve scaled to 50+. My partner in crime? Lisa Tantawy. Lisa…
As I shared last week, I’ve been hyper-focused on team-building at Standard Metrics as we’ve scaled to 50+. My partner in crime? Lisa Tantawy. Lisa…
Liked by Nikki Raffo
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I am proud to recognize the AMER Public Sector and Education #ElitePerformers for FY25 and from Q4. These individuals didn’t just meet…
I am proud to recognize the AMER Public Sector and Education #ElitePerformers for FY25 and from Q4. These individuals didn’t just meet…
Liked by Nikki Raffo
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Steps like these are exactly what I’ll be diving deeper into at my 10X Sales System Interactive on Feb 22-23. I’m talking LIVE, hands-on training…
Steps like these are exactly what I’ll be diving deeper into at my 10X Sales System Interactive on Feb 22-23. I’m talking LIVE, hands-on training…
Liked by Nikki Raffo
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Reflecting on my 3+ year journey with Own Company, it’s unbelievable to see all the incredible career experiences and milestones we’ve accomplished…
Reflecting on my 3+ year journey with Own Company, it’s unbelievable to see all the incredible career experiences and milestones we’ve accomplished…
Liked by Nikki Raffo
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Adrian Rimmer
I've spent years trying to solve two of the most frustrating problems in RevOps. True addressable market. And duplicate management done right. Exact string matching. Numbers that feel like guesses. Data series that have holding companies and weird subsidiaries. I'm hearing Claude handles this differently. Context over matching. Real accuracy. Has anyone in their network actually tested this? How did it hold up against the tools you're paying for? Want to hear from people who've done it.
1 Comment -
Matt Green
Your CSM just renewed 95% of their book, but their expansion revenue was 3%. So you're paying someone $85K to be a really expensive customer support agent with a fancier title? Most CSM comp plans reward one thing: keeping customers from leaving. So that's exactly what you get. At the same time, more and more leaders are pushing their CSMs to focus on driving expansion revenue. If you want CSMs who actually drive growth, you need to pay them like growth matters. Instead of $75K base + 10% of renewals, try: - $65K base + 5% renewals + 15% expansion revenue. - $1K SPIFF for every expansion conversation that moves to proposal stage. - $500 bonus when they identify and introduce a new stakeholder to the AE. - Quarterly bonuses tied to account health scores that predict future expansion. Some teams add expansion readiness gates: - 80%+ of accounts with documented expansion opportunities unlocks 1.5x expansion multiplier. - <50% expansion pipeline coverage? Your renewal rate drops to 5%. With this structure (and the proper enablement), your CSMs will stop avoiding pricing conversations. They'll start thinking like account managers. They'll map org charts. They'll identify budget cycles. They'll become expansion hunters, not just churn preventers. One team we work with made this shift last year. Their CSM-driven expansion went from 12% to 43% of total growth. Same people, different incentives. If you pay CSMs to prevent churn, they'll prevent churn. If you pay them to drive growth, they'll start driving growth.
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Karl Pontau
Your clients have a name for the call they get 90 days before renewal. They don’t say it to you. They say it to each other. It goes something like this. Q4 hits. Suddenly your CSM is in their inbox. Checking in. Wanting to connect. Asking how things are going. The QBR that was rescheduled twice gets back on the calendar. Someone from leadership wants to jump on a call. The client has seen this before. Not necessarily from you. From the last vendor who treated the renewal conversation as the relationship. They take the meetings. They’re polite. They’ve already started evaluating alternatives. The 120-day scramble feels like attention from the inside. From the outside it’s a tell. It signals that the relationship exists on a renewal cycle, not a trust cycle. That the calls coming in now aren’t about their business. They’re about yours. 73% of executives say retention is a top priority heading into this year. The CS structures most of them built reward response time, ticket resolution, and CSAT. Those are the metrics of a team designed to react. A team designed to react will always be most active when the renewal is closest. That’s not a CS problem. That’s an architecture decision. You can’t sprint your way into a relationship. The clients who stay without the scramble aren’t getting more attention in Q4. They’re getting consistent attention in Q1, Q2, and Q3 — from a team whose metrics reward knowing the client’s business, not just resolving their tickets. The ones who leave after the scramble aren’t leaving because you didn’t try hard enough at the end. They’re leaving because they noticed you weren’t trying at all in the middle. #KarlTheBridge P.S. Of the client conversations your CS team had this month, how many did your team initiate? That ratio tells you whether you built a retention motion or a rescue motion.
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