With over 225k customers globally, Monday.com has become the platform for helping businesses everywhere manage their work. In addition to building a successful self-serve business, they’ve also perfected the process of moving upmarket by identifying expansion opportunities and building customer loyalty. Their secret sauce? A heavy emphasis on the post-sales experience.
We recently caught up with Daniel Janover-Rocha, Product Operations Manager, to learn more about how Monday has used Pocus to operationalize their retention and expansion playbooks, saving hours of reps’ time and uncovering millions of dollars in previously hidden revenue opportunities.
Struggling with manual management and delayed data
One of the most important revenue levers for Monday isn’t net-new business; it’s the retention and expansion of existing accounts. These goals are shared across Post-Sales teams by CS reps, who focus on retention by driving product adoption and fostering customer relationships, and Account Managers, who tackle expansion by seeking out growth opportunities in current contracts.
Many CS teams struggle to get access to data or support with reporting. This wasn’t the case for Monday’s CS team. They already had access to data; the problem was that it lived in too many different dashboards and reports. This created its own set of challenges:
- Lack of visibility into opportunities and risks. There was too much noise in the CS team’s book of business. It was hard for account managers to know what customer actions mattered and which accounts needed attention. While the team did have access to health scores and some account signals, this data lacked context and was spread out across multiple tools making it difficult to get a holistic view.
- Account management was too manual. With so many different sources of information, monitoring account health and preparing for conversations with customers was difficult and time-consuming. Understanding the narrative of the account required reps to spend hours digging through multiple data sources.
- Reps were reactive instead of proactive. In order to be effective, account managers needed insights surfaced to them in a timely manner. Too often, teams weren’t alerted about key information until well after the alert would have been helpful, leaving them perpetual reactive instead of proactive.
“Before we brought on Pocus preparing for account audits or upcoming renewals was very manual. To understand the narrative of what’s happening you would have to go to a lot of different data sources: a dashboard that shows product usage, our internal data platform, our CRM, downloading a CSV export from another data source.”
Monday needed a better way to unify their data, identify key signals, and action them to keep their customers happy and expand product adoption. Reps were bogged down trying to keep tabs across their entire book of business rather than spending their time where it was needed or would be most impactful. Daniel and team knew they needed a solution that would reduce friction and manual work without creating tech stack bloat.
The solution: Operationalized post-sales signal playbooks
During the evaluation period, it quickly became clear that Pocus addresses the Post-Sales team’s most urgent needs. By adding Pocus to their tech stack, the Monday team now had the ability to access all of their data in one place and build playbooks that surface key accounts in a timely manner.
Pocus unlocked three major wins for the post-sales team:
- Easy-to-access data, all in one place. Pocus does the work of unifying Monday’s data from a variety of sources so reps no longer have to toggle between multiple tools and spreadsheets. This ability to see all key signals in one place is where reps get the most value, says Daniel. It’s been so helpful that Monday is currently expanding the number of data sources they bring into Pocus to keep centralizing information.
- Repeatable playbooks that streamline workflows. With all of their data in one spot, Monday’s AM and CS teams are able to build custom playbooks to identify admins, power users, and champions, as well as identify account-level opportunities and risks. The team began with a core group of playbooks and iterated based on feedback from the team. With Pocus they can enroll contacts directly into an automated cadence or reach out to them individually for next steps. Plus, reps have full context on the accounts they’re reaching out to, without having to dig.
- The right information surfaced at the right time. Most importantly, opportunity and risk signals are surfaced in a timely manner, so reps can be proactive rather than reactive. Not only do reps know which accounts need immediate attention, they also know who to connect with at the account and why.
“The way that Pocus is able to quickly filter and slice data makes it easy to select the key people we need to reach out to. Before the data was all disjointed, but now reps quickly find it in one place and action on it.”
Achieving scalable revenue growth using Pocus AI playbooks
Fueling these incredible efficiency gains and revenue growth for the Post-Sales teams are the playbooks created and refined by the RevOps team. These playbooks not only help reps improve their workflows, they also save the RevOps team from spending hours creating customized dashboards for each rep’s accounts. Plus, they’ve helped the Monday team generate over $1.5M in pipeline in just two months, with an expected $10-12M in pipeline by the end of the first year. In our conversation, Daniel shared three examples of Pocus playbooks that are helping the Post-Sale reps hit their goals without individual support needed from his team:
Expansion: Surfacing cross-sell opportunities for Monday products
This playbook focuses on cross-sell opportunity signals tied to Monday products like Monday Dev, Monday CRM, and Monday Service. These signals range from product usage, like downloading a template, to declared intent signals, like filling out an information request form on Monday’s website.
Reps are notified in their Pocus inbox when any of their accounts display one of these high-intent opportunity signals. Reps also have full access to historical account data via Pocus, so they have complete context on an account’s suitability for cross-sell. This playbook has helped drive a significant increase in cross-sell pipeline generation as well as an increase in ARR closed-won.
Expansion: Identifying new departments to engage
The “new department identified” playbook is another successful tactic for Monday. They start by monitoring department data for new teams or functions that have been added to a new account, notifying AMs when one is identified. Then, AMs can engage these new customers proactively to discuss a wider roll-out of Monday for their team.
Having this insight has helped AMs drive new expansion opportunities and increase Monday’s overall footprint within existing accounts.
Retention: Early identification of account risk
Customer happiness is paramount to Monday. To prevent churn the RevOps team works closely with Monday’s Analysts to define account thresholds for product usage and engagement that would indicate an account is “at risk.” When any of these thresholds are met, accounts are surfaced in a Pocus playbook to the relevant CSM.
This playbook has given Monday an “early detection method” based on known risk-leading indicators. Equipped with this information, Monday CSMs can engage the customer in less time and drive gains in overall customer retention.
“Over the past two months, we’ve attributed over $1.5M in pipeline to our Pocus playbooks and we’re on track to hit $10-12M in pipeline annually through these plays. We’re confident it’s saving time and improving access to meaningful data that helps reps make much better decisions in a faster way.”
By shifting from manual account management to playbooks powered by Pocus, Monday’s post-sales team has been more efficient and effective than ever. They’ve even hosted internal Pocus enablement sessions to ensure reps are getting the maximum benefit out of the platform. With a library of playbooks to help them instantly identify revenue opportunities and risks, Monday’s reps are growing the business to new heights.
Curious about how Pocus can help you streamline your GTM team’s workflows and uncover hidden revenue opportunities?
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