Sales & CS Mutual Success Plan
Northstar’s Sales & CS Mutual Success Plan
Drive consistency in your internal sales & CS process and provide a single source of truth for your customers during the buying process.
Northstar is a financial wellness and benefits platform, helping companies make better use of their total compensation through a combination of FinTech tools and financial advisors. They help employees navigate decisions about everything from retirement to equity, health benefits selection, tax planning, savings, debt payoff, utilizing their perks, and more. Head of Sales Josh Weisman needed a better way to build a consistent, repeatable sales & onboarding process, as well as make the customer buying journey seamless as he worked to redefine the financial wellness category. That’s why his team uses a Sales/CS Mutual Success Plan to manage their deals.
Why should I use this playbook?
This collaborative playbook helps keep both internal sales/CS teams and their customers on the same page throughout the buying and onboarding process.
- Internal: reinforces internal sales & onboarding processes through a defined, approved process for reps to use in one place
- External: provides a one-stop shop for buyers & customers to get all the information they need and see the timeline
What’s in this playbook?
The Sales/CS Mutual Success Plan includes stages and steps to guide buyers from discovery to rollout:
- Discovery – initial calls and demos
- Partnership Formalization – MSA & security docs, approval
- Sales to CS Handoff – internal alignment
- Implementation and Rollout – CS kickoff and launch
Who is this playbook for?
Josh’s team uses this playbook for a wide range of deal sizes, and adjusts the process as needed. Typically, they see $100-300k ARR deals with a duration of 3-5 months.
How should I use this playbook?
Apart from customizing the playbook to your specific product and process, Josh recommends adjusting it based on your deal size. For smaller deals, Northstar usually doesn’t remove steps, but modifies how they’re completed (for example, an hour-long meeting for a larger deal might become a shared PDF for a smaller one).
Above all, Josh emphasizes making the process as easy as possible for your customer. Walk them through the advantages of the collaborative workspace, show them the most relevant and valuable features such as the shared resources, and it’s less likely they’ll see it as just another new tool they need to use.