How Sales & Success Run · Jul 2026 – Jun 2027
Duress FY27 Operating Playbook
Trav Heaven · CEO
Interim Head of Sales to Sept 2026
v1 · 15 Jun 2026
Revenue engine target
$14M / $20M
commit / stretch ARR
Quota pool (TCV)
$6.88M
blended 4.8× OTE
Renewal book to defend
$1.44M
181 customers / 12 mo
Net cost of model
+$85k
4 exits free $630k
Operating model — who owns what
New logos →AEs by vertical/ICP. Hunt only; renewals off their plate.
Renewals →Customer Success (Emma, Head of Success; CSMs AU + Emilia UK). Start 90 days out.
Expansion →CS + Strategic AE on Tier 1 accounts; quarterly QBRs.
SMB <5 lic →Inside Sales + ecomm self-serve. Auto-routed, never an enterprise AE.
Channel →Karl (equity, no quota). Reseller-origin deals route to him.
RevOps →Pipeline assignment, source-tagging, forecast hygiene, comp truing.
Leadership →CEO interim → permanent Sales Manager (Aug 2026). Emma owns CS.
Quota plan
| Rep | Patch | Quota |
|---|
| Chanel | Strategic / Enterprise | $2.0M |
| Adam | UK | $2.0M |
| Jess | Vertical AE (ramp) | $700k |
| Miles | Vertical AE (ramp) | $700k |
| Lachlan | NFP — on PIP | $700k |
| Inside Sales | SMB / inbound | $200k |
| Emilia | UK CSM/AE | £300k |
| Karl | Channel / whale | equity |
| Pool | blended 4.8× OTE | $6.88M |
Comp & quality gates
- AEs: commission on net-new ARR. $2M carriers uplift to ~$400k OTE (5× ratio).
- CS: 70% base / 30% variable on expansion ARR + gross retention.
- Two gates (both must pass for any CS variable to pay): gross retention ≥90% and a clean QBR/health cadence on T1.
- Land Window rule: existing-customer deals route to original AE/CSM, not whoever logs them — stops mis-paid commission.
The three motions
- 1. Hunt (new logo). ICP-only. Auto-route on deal creation, source-tag every deal, hold ≥3× coverage. Coverage is 1.3× today → must double.
- 2. Defend (renewal). CS-owned, kicks off 90 days out. Named owner per renewal; top 4 = 38% of the book. Hold ≥92%.
- 3. Grow (expansion). Tier the base (T1 top 20–30 · T2 mid · T3 long tail). T1 gets exec sponsor + quarterly QBR + next-best-licence play. Falcon-upgrade campaign = +$383k. Y2 cohorts expand 200–300%.
Operating cadence
- Daily — pipeline triage (RevOps/Manager). No deal unowned >24h.
- Weekly — forecast call (commit / best-case / pipeline) + renewal board (next-90-day expiries).
- Monthly — business review: quota attainment, coverage, NRR, win rate, channel ROI.
- Quarterly — T1 QBRs, cohort-expansion review, comp truing, ICP/territory reset.
ICP — sell / don't
- Sell: Gov (state/fed/council), large NFP (housing, community, aged care), Healthcare, multi-site Retail/logistics, UK gov/healthcare.
- Don't: individuals/B2C (8% retention), single-site SMB, reseller-origin direct, US/SG (defer to FY28).
Scoreboard (weekly / monthly)
| KPI | Today | FY27 |
|---|
| Pipeline coverage | 1.3× | 3–4× |
| Net revenue retention | 94–95% | ≥95% |
| Logo retention | 92% | ≥90% |
| Per-AE new ARR | ~$0.5M | $1.5M+ |
| Falcon mix of new | n/a | ≥60% |
| Deals unowned / untagged | 71% / 99% | 0% |