The CRO Mindset with Alex Varel

In this short segment of the Revenue Builders Podcast, John McMahon and John Kaplan and Alex Varel, CRO of Multiverse, discuss the mindset and responsibilities required to succeed in a CRO role. Alex shares firsthand insights on the challenges of executive leadership, the importance of accountability, and how customer success should be integrated into go-to-market strategies. He also emphasizes the significance of informed decision-making and fostering a culture of collaboration across sales and customer success.

KEY TAKEAWAYS

[00:01:17] The CRO’s Accountability Mindset – The deep responsibility that comes with the CRO role and the need to embrace it.
[00:01:56] Executive Team and Board Alignment – Understanding the dynamics of working with senior leadership and the board.
[00:03:06] The Power of Listening in Leadership – Why listening is a CRO’s biggest advantage when making critical decisions.
[00:04:42] Customer Success and the CRO Role – The importance of unifying pre-sale and post-sale efforts under a single vision.
[00:05:28] Org Design for Customer-Centric Growth – Why aligning sales and customer success creates a seamless customer journey.
[00:06:22] The Right Intent Behind Owning Customer Success – Why it’s about customer outcomes, not just control over teams.

QUOTES

[00:01:17] "Having the accountability to the customers, individuals, and teams—and making all of them wildly successful—is what excites me about the CRO role."
[00:03:06] "A huge advantage of being a CRO is that people want to meet with you—inside and outside the company. Use that to listen and make informed decisions."
[00:07:23] "The best org design creates a natural mechanism for unified goals that benefit the customer and fuel growth."
[00:06:45] "I wasn’t concerned with building a fiefdom—I was focused on creating a structure that aligns sales and customer success for better customer outcomes."

Listen to the full conversation through the link below.
https://revenue-builders.simplecast.com/episodes/the-reflective-journey-from-sales-leader-to-cro-with-alex-varel

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