YouSaid · the spoken record

Shaunt Voskanian

lines on the record: 67
first: 2026-03-21
most recent: 2026-03-21
sittings or episodes: 1
sources: podcast

Every line below is reproduced as it was said and linked to the record it came from. Nothing here is summarised or generated. Directory · Search · Corrections

“You're amazing. The curiosity is incredible and just a privilege to be on the show to get to meet you, to be amongst all the other really, brilliant people that you've had the chance to speak to. So thank you.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Gosh, 100% 100%. And my parents, you know, were trying to make ends meet and to their credit. I look back at my childhood and I thought it was wonderful, you know. And there was plenty of drama mixed in, but they did the best that they could. And that's all you can ask for.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Me, and it's really scary. And I'm always like I'm trying to be so in it. And I think I am, but then I'm always asking myself if I could have done better. And I think that just comes with the territory.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“We could take this offline, but had health things surrounding me and I feel very similarly. I'm always, you know, I don't know if it's real or fake, but I'm always reading stuff about the advances that are happening with AI medicine. I'm very optimistic that that's one of the really good things that's going to come out of this new wave of technology. So I've got kids. They're nine and seven. I feel like I've got maybe five years where I'm still and their mom are still like the most important people in their lives. I really, really want to do my best to enjoy that and just be in it with them. So that I'm interested in obviously continuing to grow this team and I'm really excited about the future and just how the landscape is evolving and where we're positioned in it. So there's a lot of things I'm really excited about.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I tried to not live with a lot of regrets. I will say, going back to my early days at Figma, I feel like I had it in my head that like I really wanted to come in and not be the guy who's just like coming in hot trying to like change something I didn't know anything about. And so I probably went maybe too much the other direction in terms of like too much time kind of like observing, trying to understand the culture that existed. And that's not to say we didn't start implementing some things quickly, but I think I maybe overdid that. It's not a regret, but I think looking back on it, I think it's something that I maybe would have approached slightly differently.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Are they dead? No. Are they harder? I think so. It just puts a lot more pressure on the system, I think, if it's fully remote. But are they dead? I don't think so. I honestly think like if you go completely the other direction, I think you're probably keeping yourself from being able to hire some really talented people that are, you know, they've moved to cities where they're not good at families now. They're not going to go to New York. They're not going to go somewhere else. So I do think it puts more pressure on leadership for sure. I don't think it's dead or you're missing out on some real talent.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I mean, I've never understood it, to be honest with you. I think I have like a pile of gifts that are sitting in some office in San Francisco that I don't occupy right now for me, but like it just feels so transparent to me.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I mean, I did work there, so maybe you cheated a little bit, but they have been able to keep great people there for years and years and years. They really believe in promoting from within. And they're another one of those few companies where they've kind of mastered all the segments, SDR, to very, very strategic.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“To just make the call at the point where it's too much for one person, you have to think about how do you create more specialization. And that might be segmentation. It might be verticalization. It might be overlay. You name it. But that's what I always come back to is like, are we asking reps to do too much? And too much means understand the product, division, the landscape, PG, managed deals, et cetera. You know, one of the equations will be for then asking them to go master a new persona or a different type of motion, that might be too much. But I think it depends on each organization.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I think focus and specialization no question as early as possible in my opinion. Now, if we're talking about verticalization that like by definition, peeling off specific industries and focusing people in a subset of types of customers, I think that is, again, highly dependent on the product, the platform that you're selling. So I can tell you at Figma, we to this day have not actually done any type of like industry-based teams, but what we have done is we thought about sales motions, personas that we're selling to, and creating, you know, in some cases it's been trial and error, but some overlay teams. You may know we acquired a company called Weavy not that long ago. And the way we're going to market with that product right now is in a little bit more of like an overlay motion. And what we're coming back to is like, what are you asking one person to do? And is it too much?”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I think it depends on where their challenges are. And again, I am generally pretty patient if you tell me someone's working really hard and they're improving and they have a growth mindset and the tools are there. It's just not quite coming together yet. I generally tend to be more patient because again, I'm always thinking about at scale, I need hundreds of people, right? Like what is the alternative to this person who's busting their butt and getting better every day and has the desire to win and seems to have the aptitude and it's just taking time. Like you said, if you hire 200 people, maybe 40 of them are good. Like it's hard to find great people. And I think those characteristics are really fundamental in what great people look like. If the problems are different, then that if they're, like we talked about, they're bad seeds or they're not working hard, you know, they're complaining, those types of things, then I think you have to move much faster.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Build in some safety nets and focus more on the efficiency pendulum. But I think it starts with what are you trying to solve for?”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I think it's start with what are you trying to accomplish in what you're trying to do with your sales team and be really honest about where your business is right now. And is the market pulling you? Are you pulling the market? I think it starts with those things. And if where you're ending up is, hey, we have an opportunity. We love what we're doing, but we have to push it to the market and we have to do that in a very practic outbound way. And we need X type of people to do that. Then index towards giving people more favorable quotas to entice great people to come in and do that kind of hard work. And you're going to wreak the benefits of it. If you're in a position where the market's moving so fast and there's so much market pull and you're just trying to figure out how to keep up with it and its job is more transactional at the time, then you probably want to.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“That is a different situation. That is a problem. And I think you can't move fast enough in those situations. And we've seen them. We've had those experiences. Multiple companies have been at. You can never move fast enough is my opinion. I will say sometimes I don't know that they know. Even in those situations, starting with giving feedback and coaching, I think sometimes you'll find that people are like, oh, wow, I didn't realize I was coming across that way. Other times it's very apparent and it is more malicious. So I still feel like you give the feedback, you give the coaching, but then it's still persisting. You have to make a move.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Think that there's a place for that, honestly. And I know some great reps who you would probably define that way. And actually, when you talk to them about it, they don't even want it. It's not like they're proud of being a lone wolf. It's just that this is how they're wired. And, you know, like the job means something different for everyone. So I don't really have a problem with it. And I think I've actually seen people who are categorized that way, where once you talk to them and you say, hey, buddy, like you're great, but you know that some people are defining you as a lone wolf. Is that how you want to be known? And they go, oh shit, no, I didn't even know that's what people thought of me. Thank you for the coaching. And there's others who, they're like, you know what? I'm going to be alone wolf, but I promise I'm not going to poison any wells. I'm not aspiring to be a leader. I just want to like do my thing, make money and be successful. And I think that's also perfectly okay as long as it's not negatively impacting others.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I agree with the exception of what if we got it wrong? What if we got the quota wrong? What if we set it too high? And that happens. It truly does. And like I agree with you, Harry, but we're trying to manage things at scale. And what I don't want is to create a culture of lazy leadership. I want leaders to be in the details. I want leaders to not be talking about, well, I got to move this person out because they didn't hit their quota. I want them to say it's because this person isn't showing up right. Like they're not working hard. They're not capable of translating our enablement into conversation because that tells me the leader is in the boat with the rep. You know, they're not lagging indicators. They're more real time.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“To just quickly, the point around the hot take on quota, where I come back to is if someone says, hey, this person is not doing well, okay, the first thing I'll ask is why. And if they say, well, they didn't hit their quota, I'll immediately go, okay, well, let's talk about why they didn't and let's get into those competencies and let's get into those behaviors. And if someone says, well, actually, this person's like totally busting their butt and they're grinding, they've got amazing work ethic, they've got a great attitude. Like every day they're trying to get a little bit better. And oh, by the way, their PG is really good. It's just taken some time. It's not translating. When I listen to their calls, they're executing calls really, really well. And pipeline is being developed. It just hasn't translated to their number yet. My argument is if you're going to move that person out of the business, what are you hoping to get to take that person's place?”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Well, I mean, I think the behaviors one is probably a little bit simpler and straightforward. It's how are you showing up? Are you collaborative? Are you loan rolling it just looking out for yourself? Or are you collaborating with your teammates? Do you have a growth mindset? Are you someone who's negative constantly in the office and impacting the people around you? I mean, there's like some basic things. There are competencies, which I think are like the most critical. Those are, hey, if these are the things that we've defined as important for you to be good at your job day to day, what are they? So that's the ability to do PG effectively. That's the ability to do discovery effectively when you're talking to a customer. The ability to actually manage your pipeline effectively, you know, leveraging our medic framework. When you're doing discovery, we teach calm. We call it Figma Value Selling. But are you leveraging our methodology, how when you're doing discovery? So it's all of those details. And then back.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“You write it out. So we have written out, and by the way, it's probably, if I'm being honest, maybe too detailed, but one of the first things that we did is we wrote out a performance framework and we said,”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Reasons for this is I just think it's too much of a lagging indicator. And I think what my fear is it creates lazy leadership. If we're performance managing based on the idea that someone got to their number or didn't get to their number at the end of a month, quarter, or year. If you're a strat rep, you know, we don't really know how to judge you until the year is over, right? If you have one account and you're building towards this big renewal at the end of the year, from a quarter percent,”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“My hottest take on sales performance, which is not a new thing. I've said this for a very long time I kind of don't care if you as a rep hit your quota or not. And what I mean by that is first and foremost, similar to the discussion we're having before, I've been in situations consistently where we're doing our best to set a quota based on that philosophy, right? I just shared our philosophy right now is to try to do aggressive ones, really reward people. I've been in other situations where it's we're focused a little bit more on efficiency based on the job to be done. Whatever the philosophy is, I've been in situations multiple times in my career where the year starts going and you realize you didn't actually get it right. And that could be in either direction, right? You set them too high. Oftentimes you set them too low, whatever, compared to what you expected. I think of quota as both something that's more systemic than something that is entirely on the individual. Also, the other...”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Yeah, I don't know. I don't know that we are. We will need to explore and figure out if we're capable. And if not, we're going to have to learn how to bring in more resources and knowledge on that subject. It's certainly not something that I'm an expert at personally.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Do worry that, if I'm being honest, like that is not something that has been top of mind for me historically. I've been much more focused on the inputs. Like, what are we doing every single day, getting better ourselves? The conversations we're having with our customers. So to your point, just in these last few like weeks and months, I've been much more passionate about where can we invest more in either agentic solutions or exciting tech that can make some of the stuff easier. It just comes back to I want to make the job of our reps easier. It's very clear where they're really happy and where there's frustrations. I think every company you're going to have both. And I think the frustrations on our side right now would be from the fact that there's a lot on their plates. And I think if we can leverage some of these new technologies to remove some of the friction on the duplication of data entry and those types of things, I think it's not a hard thing to do that will make a meaningful.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Think honestly we have work to do there. I think if you talk to our reps, it's one of the things that complain about if I'm being completely honest we have improvement to do there because we kind of use it all. We have our sales enablement platform, then of course we have Slack and our Slack is as noisy as a lot of the other companies that get to our scale. We are doing things in person. We are doing things on Zoom. We have content everywhere. And again, we have so many customer stories that they end up in multiple systems. And of course, we have, I didn't even mention our CRM that I think we have more work to do to make searchability better across all of these different places or to just say, look, we're going to take a different approach and we're going to have everything go to one place and have a singular park. So I'm being honest, we don't have that solved yet.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Reviews, forecast calls, the operating rhythm that we've built here. So it's taking them through all of those things. Again, once they've got a little bit of footing underneath them, and then it's ongoing enablement. It's something new happened in the market. How do we make sure the whole team is educated on it? So we have recurring enablement stand-ups that we do where it's like, okay, something new happened, whether it's a product launch on our side or something launched in the ecosystem that we think is important to keep people updated on.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Be honest with you, we're rebuilding this right now. What we're talking about right now, we're like rolling out. We actually did this week, we're doing our soft launch of the new version of it. But that is what we are striving toward. It's very much like we're also moving to classroom style in person and in the COVID days, we kind of got away from that, but we're going back to classroom style. We're going back to in person. We're bringing in the thought leaders across the organization, across these different pillars. And absolutely, we're going to educate them on this is what's happening in the tech ecosystem. These are the different players that your customers are going to be thinking about, potentially using. Here's our positioning in that conversation. Here is what our best customers are doing. Here are the things you need to understand about the product. And then, of course, here is our sales process. They need to understand our sales process beginning to end. All of the resources that are available to them along the way, all of the things that we're going to do to help them pipeline.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Career acceleration for learning development, for collaboration, from people who want to just get better. The growth mindset, I think, is the biggest thing. And so if people are too focused on things that aren't suggestive of growth and is more focused on the individual and this like point-in-time thing, that's a yellow flag for me.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I think it's anything like that that suggests mercenary versus missionary. And look, we're all in sales. Like there's little mercenary in all of us. And I get it, in some ways, whereas sales, this is kind of what the profession calls for. But it's some of my best people over the years where money wasn't the first thing that they were thinking about. Now, career growth, learning and development, different. That's very, very different to me. But I think the best people actually kind of know that if you're prioritizing those things, the money comes. And I think in fact, some of the people who've been the best earners that I've been around in, you know, past 10 years, they haven't been the ones that were focused on, I got to maximize my W2. And in fact, I've seen people who when they're chasing that, it goes the other direction. So that probably is my answer. I think there needs to be a passion for growth for.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I think we're kind of going the opposite. Truly, we talked a lot about efficiency in our early days. And I think now much more efficient can you get, right? You've got a half million customers. You're trying to support with, I don't know, 300 quarterly carrying reps, whatever the number is, like you're pretty freaking efficient already. So I think this might be like a unique Figma thing that for us, I'm pushing and Dylan is on board with more headcount in sales to do more of this strategic work with customers that we really are seeing great results from. I think we're going to continue investing in sales headcount.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“We're probably pushing 500 in my whole org. That's not just sales quota carriers, but if you include some of the supporting resources, et cetera.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“You know, how great is their leader? How great is the enablement? How much of a chance did you actually give them? I've got people who've gone on plan, the person I'm thinking of actually from my last company, went on a performance plan and was really struggling, but we kept looking at like all of their inputs. There were so many great things that they were doing. And we said, let's focus on just coaching around the areas that are gaps and came off of it. I'm long gone. That person is still there, multiple promotions. One of their most successful reps. So I actually think that it's not as simple as did you hire the right person, the wrong person, but did you put them in an environment where they can succeed? And are you actually holding them accountable to the right things?”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Yeah, I think it's slightly different than resigning yourself to hiring that BRC player, but I think it's facing the reality that you can build the best process, you can have the best instinct, and I still come back to the little joke I made earlier, which is like really figuring out if someone's grade in an interview process is actually freaking hard. You have to realize that only part of the job is getting the person in. That's when it actually really starts, where you have to figure out, do you have someone who's going to be able to grow and be successful? Or did you make a wrong hire? And do you have to do something about it? And I also think that it's not always as simple as right, higher, wrong hire. I actually think most people have the potential in them. Some don't, and you might make some mishires, right? But a lot of people, I think, have potential. And there's so many factors that actually contribute to, are they going to be successful or not?”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I think it's between those two choices, I would prefer to go slow and risk potentially missing the hiring plan. Because if you make that wrong hire, it doesn't matter how fast you move. You've cost yourself time, in my opinion. And look, it's a balance, but look, at the end of the day, if someone comes to me and they're like, hey, I know I've been sitting on this open head count for three months. I have someone. I'm not that excited about them. I think they could maybe grow into like a solid B player. I'm never going to say hire that person. I'm just not going to do it, even if it risks the hiring plan.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Spending a couple of weeks doing all this work, if you're not like, all right, I'm in, I want to do this, it tends to be a little bit of a yellow flag for me if they're actively trying to pit you against another company. I just get nervous because we've seen some people who we've hired like that. And then, you know, as soon as things are tough or they didn't have the initial success they expected or that other company that maybe they didn't tell you but they're actually more excited about came back with a better offer or a different offer, they leave. And so do all the investigation you want to do during the process, but then by the end, like both sides should feel like they're all in on this candidate.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“One of the things that I always try to do is back channel. I think that's a little bit outside of the question you're asking, but I think getting signals outside of the process in some ways, I think, are like the most valuable insights that you can get on someone. I think on the offer stage itself, look, you have some people who are going to naturally negotiate. You're going to have people who are not. I don't necessarily make strong judgments there because I actually think oftentimes the person who's not negotiating is not negotiating at the end because the hiring manager, the recruiter, have done a good job of positioning ourselves and our offer in a way that makes them really just happy to jump in and take it. The biggest thing I'm looking for at that point is someone's got to be all in. Like they have to be really excited to come on board. And look, I understand people have choice and I fully respect going through process with multiple companies. But if at the end of a process, you know, with Figma,”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Take home assignment, we've evolved it over time, but it's kind of a combination of disco demo. You know, it's basically like we want to give people a use case, you know, a case study. You're going to go pitch to this customer. Here is some information about them. Learn about them and come in prepare to lead a conversation, do some discovery, and then turn around and get in the product a little bit and show us a quick workflow that you think would be interesting. Personally, I'm much more interested in how they do, frankly, on the discovery side of that, because I think, you know, it's probably a little bit unfair to expect someone to be doing this amazing demo of your product.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Oh God, it's so hard. I don't know It's really hard. I mean, you know, I think what Dan will tell you, and I think he mentioned it when he spoke to you, is like he really wants to get the full history of the person kind of going back to school days and how they made their decisions. I will do that from time to time. I don't always do it. Frankly, the thing that tells me the most on that front is the resume, you know, looking at the places they were and having a sense of like the arcs of those places when they were there. Is this someone who was just chasing something that was easy or were they really actually sticking with something and making success out of something that wasn't successful? I think that's a big part of it. You know, even you can create a process that forces perseverance through it in terms of an interview process. So we always make people do a challenge or an exercise at the end that requires some heavy lifting in terms of like learning a bit about our business, but also showing off your.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“So, I mean, look, then when you're talking to someone, it's a lot of the obvious things, right? Can you learn from them that they have the grit, that they are willing to persevere? That's a really important one for me.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Exactly, like 12 months here, 18 months here, 12 months there. There's so many reasons why people would encourage me to have more of an open mind for it. And I get all of that, but generally speaking, when you're doing this at scale,”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I don't know that it's changed that much, to be honest with you. I mean, the first thing, there is, I think, what you see on paper, and I think that matters, and I think increasingly I've become more opinionated on what I'm looking for there and what I'm not. I have to admit, some people don't agree with this. I have usually a pretty visceral reaction to people who are super jumpy, you know, in terms of a resume.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“If those are the two options to choose from, I would take the person with the experience doing the deal because I think the industry experience you can teach to the person who's got the right willingness to learn and the curiosity. And obviously you need to make sure you have that in a person. You need test for it. I'm kind of making a bit of an assumption that with those two choices, the person who's done the really big deal hasn't just got a bluebird, right? That they've managed multi-stakeholder long sales cycle, have it to build a lot of champions, have to get to EBs. They're likely leveraging something like Calm and they're using Medic and they're familiar with these concepts. There's a lot more confidence that I think that needs to be built over time for people to be really good at that. And I think generally speaking, smart people can learn industries and landscapes in a shorter period of time. So if those are my two only choices, I would probably take the person who's got the deal experience.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Manage complex multi stakeholder deals that is hard work and it's very very strategic work so our philosophy now at Figma is kind of the opposite which is we want to have really aggressive as in like relatively easy quotas compared to you know what's out there in industry standard because the work is hard and it's strategic and we want to really reward people that are doing that great work and we also realize the population of people that are capable of doing it is smaller right they need more experience they need certain qualities and attributes so again i think what 11 labs is doing is probably perfect for them i'm in the in the opposite side of the spectrum right now where it's like i want people to feel like figma is a place where you can come in you can do this hard strategic work that's really driving value for your customers and then you can be outwardly rewarded by it and so our you know an average enterprise rep here might have three to four x their ote for a quarter”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I mean, I think there's things about it that are hard. I don't want to say it's easy, but I think the way I think about it more is like, how many people out there could probably do it if we brought them in, trained them, and they had the right personality, they had the willingness to learn. I think about it is you don't need to have 20 years of sales experience to figure out how to do that, even if there's things about it that are challenging. I don't want to diminish what the job is. But I think in that type of situation, right, you're probably focused more on driving efficiency in the business. Where we are right now in that SLG motion in particular, which is again mid-market enterprise rat, what we're asking people to do, the stuff you just heard me get so warm and fuzzy about when I heard customers talk about in terms of bringing insights and building champions, that is strategic work. You need people who can really understand how businesses operate, who really understand not only the product, but the landscape that we're operating in, who are able to PG and build these relationships, bring these insights.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“That's one thing. And so, if you have that business, you have to think about what is the reward for that? What is the population of people that you can do that job?”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I believe in quotas. We have quotas. What I'm saying is I don't necessarily believe you completely de-risk your year by making sure that you've dished out enough quota to cover your target. I think that's a bit of like a false sense of comfort. What I believe is that with quotas, you want to try to determine what are you trying to accomplish? And the way I would think about it is I don't think there's like a single answer. And I think even at Figma, we've evolved, right? In the early days of Figma, which may be similar to what's happening at 11 labs right now, it was the job was primarily take this product, make your customer really happy, know the product really, really well, support them, and then viral expansion would happen. And frankly, if you think about that, the job to be done, there's a pretty wide population of people that could likely do it if they come in and they care about learning and the product, et cetera.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I've got controversial, I would say, opinions on quotas in general. My perspective is quotas are kind of made up. What I mean is I think there's this kind of prevailing wisdom with quotas that I've seen, especially when you're going into planning and you're trying to map out your year where you kind of go, okay, how much ARR do I need to generate? How many people do I have? How much quota do I need to then dish out to feel like I've got enough coverage where if we're trying to add 500 million next year, if I've got 600 million of quota out there, that means even if people end up at 80% attainment, I'm good. And I just think that's made up. I don't think that has any...”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“A few things. So, first is you have to bring them insights. Insights that are relevant to what they do and what they're thinking about. That value, I think, is the biggest thing that makes a champion go, okay, I'm all in. It's not just I love your product. Of course, like the Figma community is incredible, but you want to build an enterprise champion, educate them, teach them something that they don't know that's going to make them and their teams more effective at their jobs. That's the first thing that comes to mind.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“How to do new business meetings, how to actually go build champions to get them to go from where they are to that future state that you want to bring them to through insights and a point of view. And that is 100% they do PG, they create opportunities, we do pipeline reviews constantly. We do forecast calls every week where we're digging into it. Nothing super unique in terms of how we run that part of the business except for the fact that it's not traditional net new that a lot of other companies would use as a definition.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“Oh, yeah. So by the way, just to finish, what we did is we said SMB, that's the PLG motion. Everything else is sales-led. Everything else we do, mid-market enterprise strat, which is the majority of our team and the reps that we have, it's running like a very traditional SaaS sales business. Again, what's unique is their PGing primarily into what you would consider to be a customer. We almost don't think of it that way. The job of a sales rep, they get their book of accounts, right? And every year we've created more focus around them and we've had to do ruthless prioritization on like which accounts are we going to really go deep on but once they get their accounts the job is you map it out you map out that org and you basically have a vision of what is the best in class deployment of Figma look like based on your understanding of this type of business where are they today and that gap between those things is your job and you need to go figure out how to do discovery”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source
“I don't think it ever hurts to do it a little earlier than a little later because I think what we do still find is we think it's the right time based on our formulas. You still have to convince someone that that's the case. And that might take a couple of go-rounds. Our SMB team, they'll often lose a deal, right? As in an upgrade transaction, and then they'll win it a couple of months later. And that's very typical of my last company as well. But the what I think is dependent on so many factors around how people using a product, which features you're gating, how they're interacting with it. I don't know if there's like one specific answer to that.”
2026-03-21 · The Twenty Minute VC · 20Sales: Inside Figma's $1BN ARR Revenue Machine | Why We Do Not Have Customer Success or SDRs | Why I Do Not Believe in Sales Quotas with Shaunt Voskanian, CRO @ Figma · IDENTIFIED FROM THE TRANSCRIPT · source