Vertical SaaS / Virtual Meeting & Governance Solutions
From Churn Crisis to 30% Revenue Growth
GROWTH IMPACTS
Company Overview
GetQuorum is a Canadian Vertical SaaS company that provides virtual and hybrid meeting solutions for condominium corporations, homeowner associations, and property management firms. Operating across Ontario, Florida, and Alberta, GetQuorum serves hundreds of clients through transactional and subscription-based service models.
As the company scaled into new markets and pursued aggressive growth targets, leadership recognized the need for structured sales leadership, a modern CRM foundation, and a customer success function that could protect and grow their expanding revenue base. GetQuorum partnered with TeamRevenue to bring in fractional leadership, sales process rigor, and RevOps expertise across sales and customer success, all powered by HubSpot.
Who we worked with:
3 Co-Founders & Executive Team
Fractional Sales Leadership
Fractional Customer Success Leadership
Revenue Enablement
RevOps & HubSpot Optimization
Challenges & Observations
As we began our engagement, we identified the following challenges:
- GetQuorum knew retention was a problem, but had no reporting to quantify it. Ontario retention was around 60%, and Florida was in the low 70s.
- HubSpot was set up incorrectly and heavily underutilized. Sales activity was tracked in spreadsheets with no pipeline visibility, forecasting, or rep accountability.
- As an inbound marketing organization, marketing was generating leads but sales wasn’t following up effectively, creating persistent friction between the two teams.
- There were no standardized deal stages, entry/exit criteria, or governance policies. Reps operated without a defined playbook.
- The sales team had capacity and skill gaps limiting new business development and renewal efforts.
- There was no dedicated Customer Success function. The Professional Services team focused on tactical meeting execution but had no structured approach to proactive customer engagement or retention planning.
- Client interactions were largely limited to meeting setup and issue resolution with no scheduled check-ins, quarterly business reviews, or proactive engagement throughout the customer lifecycle.
- Customer data was scattered across HubSpot (sales only), Help Scout, Survey Monkey, Google Sheets, Notion, and Slack, with no centralized view of the client journey.
- The Professional Services organization needed strategic guidance, coaching, and a clear growth plan to evolve into a modern Customer Success function.
- HubSpot had no structured workflows for managing renewals. There was no formal plan, automation, or defined strategy for approaching clients for renewal or subscription conversion.
Growth Impact & Outcomes
Built a Modern Customer Success Department from the ground up
- Improved Ontario customer retention from approximately 60% to 88% through churn visibility reporting, structured renewal processes, improved lead follow-up, and proactive customer engagement.
- Improved Florida customer retention from approximately 70% to 92%, reflecting the impact of a more mature sales and customer success approach in a fast-growing market.
- Achieved 30% year-over-year company revenue growth driven by improved new business acquisition, higher retention rates, and a more effective sales organization.
- Migrated the entire sales operation from spreadsheets into a properly configured HubSpot CRM with structured pipelines, governance policies, and real-time reporting.
- Built a Customer Success function from the ground up, transitioning from a reactive support model to a proactive engagement framework with structured retention strategies and customer lifecycle management.
- Created visibility into CSR support efforts and email interactions for the first time, enabling data-driven coaching, load balancing, and performance management.
- Centralized customer data by migrating from fragmented tools into HubSpot, including a custom object integration to GetQuorum’s product and billing system for a 360-degree view of the client journey.
The Approach & Solutions
Step 1 - Diagnostic & Discovery
TeamRevenue conducted a comprehensive audit of GetQuorum’s sales organization, customer success operations, technology stack, and leadership capabilities. This included stakeholder interviews, CRM analysis, process mapping, and a detailed review of pipeline data, retention metrics, and operational workflows. The diagnostic produced actionable recommendations across four pillars: sales process and governance, CRM optimization, customer success program design, and leadership development.
Step 2 - Fractional Sales Leadership & Sales Transformation
TeamRevenue deployed a fractional Sales Leader to provide hands-on coaching, accountability, and process improvement:
- Designed and implemented standardized deal stage pipelines across all markets (Ontario, Florida, Alberta, Associations, and Renewals) with defined entry/exit criteria, required fields, and stage-movement governance in HubSpot.
- Migrated the sales team from spreadsheets into a properly configured HubSpot CRM with structured pipelines, lead management workflows, lifecycle stage definitions, and reporting dashboards.
- Built churn visibility reporting for the first time, enabling leadership to understand retention rates by market and take targeted corrective action.
- Conducted a minor sales reorganization, exiting a low performer and replacing them with a high-caliber rep. Added headcount, including co-op students, to increase coverage and improve lead follow-up.
- Implemented a weekly sales management cadence including one-on-one coaching sessions, pipeline reviews, and forecast meetings to create a culture of accountability.
- Established structured lead follow-up workflows and lead object pipeline stages to ensure inbound leads received timely and persistent outreach from sales.
Step 3 - Fractional Customer Success Leadership & CS Program Build
TeamRevenue deployed a fractional Customer Success Leader to design, build, and begin implementing a modern Customer Success function:
- Conducted a full audit of the Professional Services department, identifying bottlenecks, technology gaps, leadership needs, and opportunities for structured customer engagement.
- Created reporting and visibility into support efforts by Customer Success Representatives, enabling better efficiency tracking, load balancing, and coaching.
- Established tracking and reporting on email support interactions for the first time, providing data for performance management and process improvement.
- Initiated the migration of customer success data from disparate systems (Help Scout, Survey Monkey, Google Sheets) into HubSpot, creating a centralized view of the client journey. This includes building a custom integration with GetQuorum’s product and billing systems to provide a true 360-degree view.
- Provided strategic guidance, coaching, and operational support to the Professional Services leadership team to drive accountability, improve structure, and align the department with the company’s retention and growth objectives.
Step 4 - Ongoing RevOps & Enablement Support
Throughout the engagement, TeamRevenue provided continuous RevOps support to ensure alignment across Sales, Marketing, and Customer Success:
- Defined and implemented HubSpot lifecycle stages with clear ownership and handoff criteria between Marketing, Sales, and Customer Success.
- Designed the lead scoring, lead object pipeline stages, and conversion tracking to improve the handoff between Marketing and Sales and reduce lead leakage.
- Established deal stage governance best practices, including required fields at stage transitions, closed-lost reason tracking, stale deal alerts, and entry constraints to enforce pipeline discipline.
- Built sales and CS dashboards in HubSpot to provide leadership with real-time visibility into pipeline health, retention trends, team performance, and forecast accuracy.
“TeamRevenue didn’t just give us advice. They embedded themselves in our business and helped us build the foundation we needed to scale. The sales process transformation and retention improvements have been game-changing for our growth trajectory.”
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