How key personas are helping Gong increase GRR by 25% with Tim Hill, Director of CS @ Gong

Do your key customer contacts experience real value in your product? Tune into to our conversation with Tim Hill, Director of Client Success at Gong, a rapid-growth revenue intelligence company on the Deloitte Technology Fast 500 list.

Tim shares insights into driving customer retention and growth, emphasizing the importance of engaging key personas and earning their trust and attention. We also discuss the alignment between sales and customer success, and the need for incentives that support both new revenue and retention.

Takeaways

• Engage key personas and earn their trust and attention.
• Align incentives between sales and customer success to drive collaboration.
• Understand the leading indicators of retention and focus on delivering value.
• Build strong relationships with multiple stakeholders to mitigate risk.

Chapters

00:00 Introduction and Background

05:25 Driving Retention and Growth

10:09 Identifying Leading Indicators

16:16 Engaging Key Personas

27:37 Earning Credibility and Building Relationships

29:55 Aligning Sales and Customer Success

38:24 Incentives and Alignment

46:18 Taking Action: Understanding Personas

Resources

⁠⁠⁠Connect with Casey⁠⁠⁠

⁠⁠⁠Connect with Todd⁠⁠⁠

⁠⁠⁠Visit the show page⁠⁠⁠

⁠⁠⁠Get to know BrainStorm⁠⁠

Credits

Show direction: ⁠⁠Debra Wilson⁠⁠

Show design: ⁠⁠Kensie Smith⁠⁠