StringerBell

Account Executive

Acclaimed Answer

Does it bother you when customers you signed churn?

This would really apply to scenarios where you’re an AE only responsible for new biz and the CSMs take care of the relationship/success/renewal. Basically you’re not involved after signature.

I find a decent number of deals I’ve closed have churned after their initial term. It doesn’t affect my compensation but i kind of feel bad. Sometimes I get it and didn’t think they were a great fit but thy signed the contract and paid their bills so what am I supposed to do? That said, sometimes customers churn who we’re a ton of work to get signed in the first place and then even fit your ideal customer profile yet it doesn’t work out. In those scenarios I do blame the customer success side of the business.

Ultimately, I’m not a part of the fulfilment but it still causes me anxiety when things don’t go well. So long as I don’t misrepresent the functionality I don’t see how I could be blamed but I feel some kind of guilt associated with it.

Do others in a similar position feel this way or do you not worry about it so long as you sold the product as is and they paid out their term?

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12 comments

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AlecBaldwinsHairline

Valued Contributor

2

Head of Sales Development

Yes it does bother me

ARRisLife

Politicker

2

Account Executive

@StringerBell this is something I've struggled with for sure. Same scenario- we hunt new logos, then pass off to AM's/CSMs. There's a lot of moving parts, variables that outside factors can impact like who implements the solution, and admittedly some of our products aren't completely fool proof. It used to bother me a lot more but I had to put it out of my mind in a sense, my role is to sign new business, I cant worry about factors out of my control after.

Of course it goes without saying barring any unethical behaviors, lying, purposely miss-selling which I don't do.

Long winded way of saying, you're not crazy for thinking about it but control what you can control. Sell good deals and pass them on in the best of your ability to be successful. What happens after is out of your control.

Coffeesforclosers

Notable Contributor

2

Director Sales and Market Development

If you did what was best for the customer, hold your head high. I run an existing customer team and we deal with churn all the time, it is what it is and ops has policy for making the company whole again, which is fine. My beef is when we are expected to white glove a churn account, sell them on something to better their business and dont get paid cause there was attrition in the past 12 months. There has to be a fine line. SHort answer- dont feel bad it happens.

Ryscott0317

Politicker

2

Cloud Specialist

Yeah for sure. Especially because it takes so much effort to secure them in the first place and then it feels like I lost them because of something out of my hands.

CoorsKing

WR Officer

2

Retired King of the Coors Knights

Yes. Our company literally started negatively comping reps for churn... so now deals that were sold by previous reps but I own the account now, if they churn I take a direct financial hit. How shitty is that?

funcoupons

WR Officer

1

👑

That's terrible. I'd be looking for a new job.

CoorsKing

WR Officer

0

Retired King of the Coors Knights

Yup. Mirroring what @CadenceCombat did in the job hunt diary posts haha

sahil

Notable Contributor

0

Deepak Chopra of Sales

Great post - and I see both sides here. On the one hand... churn happens. On the other hand... they bought because of you, so you own some of the responsibility.

Overall, I'd reach out to those customers and ask what happened. It won't save them, but it will give you a shot to pitch them again when you land a new gig :)

#sales

funcoupons

WR Officer

0

👑

I'd feel bad if they churned due to something I did, like if I chose to misrepresent our product or make false promises. I want to avoid that guilt so I don't engage in those tactics.

Other than that...nah. It's just business. Sometimes people make the wrong decisions, budgets change, customer service shits the bed, or a competitor is legit able to serve their needs better. It is what it is.

Ace

Arsonist

0

CEO

Yes bothers me, I try to figure out why it happened and how can I stop it from happening again

Allisce

Tycoon

0

Account Executive

As long as it’s after a year (if before I get a clawback) I do not care

someoneinsales

Tycoon

0

Director of Sales

It bothers me in the sense that it is my reputation on the line. The question is why are they leaving? Is it due to bad customer support, bad product, change of team using the tool, or did they simply out grow the tool.

What I have done, if one of my logo's churn is call my champion ask why they left and ensure I make sure my relationship is still intact for my next life.

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