Scaling Revenue Operations for a Hyper-Growth Security Platform

Understanding the challenge

A hyper-growth security awareness training provider was facing significant operational friction. With over 70,000 customers ranging from small businesses to large enterprises, their existing Salesforce instance was struggling to keep up. The sales team lacked visibility into upsell opportunities, the customer journey was fragmented across multiple systems, and manual reporting processes were slow and error-prone. This inefficiency was hindering their ability to capitalize on their market leadership and scale effectively.

Our approach

We implemented a full-scale Revenue Operations strategy centered on a complete overhaul and optimization of their Salesforce environment. The goal was to create a single source of truth for all customer data, automate key sales processes, and provide actionable insights to drive upsell revenue and improve sales efficiency.

Key elements of our solution included:

• A deep discovery and re-architecture of their Salesforce Sales Cloud, including custom objects for subscription management and product usage.

• Development of a predictive lead and opportunity scoring model using Salesforce Einstein to identify accounts with the highest propensity to upgrade to their enterprise platform.

• Implementation of automated workflows to manage the entire customer lifecycle, from freemium conversion to enterprise upsell and renewal.

• Creation of dynamic, real-time dashboards and reports for sales leadership, providing clear visibility into pipeline health, team performance, and key revenue metrics.

Technical innovation

We built a custom Salesforce integration with the client’s proprietary training platform. This integration synced granular product usage data—such as phishing simulation click rates, training module completion rates, and employee risk scores—directly into Salesforce account records. This gave the sales team unprecedented, real-time visibility into customer engagement and risk posture, allowing them to have highly relevant, data-driven conversations about the value of upgrading to the full Human Risk Management platform.

Outcome

The Salesforce optimization project delivered a 35% increase in enterprise upsell revenue within 18 months. The sales team’s productivity increased by 25% due to automated processes and improved lead prioritization. Furthermore, the executive team gained real-time, reliable visibility into the entire revenue funnel, enabling more accurate forecasting and strategic decision-making.