Kevin Karner

We know your product is awesome and your customer base is loving it, but listen here: Not every customer is a good fit for an upgrade. Do not mass-blast your entire customer base with an upgrade offer that asks them for more money. If you want to accelerate customer upgrades, you are going to have to take a more strategic approach and target a select market within your existing customer base. In this episode, Kevin Karner, Head of Customer Growth at Drift, walks us through 3 ways to accelerate customer upgrades through strategic outreach, sales roles, and tailored channels.

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This week, Kevin Karner joined us on the Bowery Capital Startup Sales Podcast to discuss "SaaS Upsell & Add-On Sales Strategy." Kevin is currently the Head of Customer Growth at Drift, joining on as one of the first sales employees. Prior to Drift, he led up the Add-On Sales team at HubSpot, from the team's first incarnation as an experiment all the way through to its growth to a ~15-member team. Kevin shares with us his experience putting an upsell / add-on sales strategy to work, how it varies from the traditional sales or account management roles, and why a SaaS company should consider building such a team in-house.