The future of revenue is being built at Celebrate ‘26, Sept 29–Oct 1, in Las Vegas.
Senior Vice President, Customer SuccessGong
Even though we’re seeing sales and customer success (CS) more often part of the same GTM team, we’re still very different in our responsibilities. On one side of the team, you have sellers focused on uncovering pain points and presenting their products as solutions to business p
A customer gets pinged by an SDR, handed off to an AE, and then shuffled to post-sales. At every step, they get asked the same questions — “Why did you buy? What problem are you solving?” And by the time they’re in the hands of the customer success team, the customer feels like
Change is the only constant for customer success teams. New hires join. Roles evolve. Strategies pivot. And despite how predictable these shifts are, organizations still struggle to adapt seamlessly. The consequences can be huge. But where others see chaos, leaders see opportun
Every SaaS company wants less churn. And in 2024, the way to accomplish that is to move away from a reactive approach to retention. Improving retention hinges on aligning on customer business outcomes, understanding where there might be friction in the customer journey and provi
