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