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Gain Grow Retain: CS Leadership Community

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Thought Leadership Corner

Join the weekly discussions by thought leaders that drive conversations around relevant topics in CS

TLC - Creating Value for Highest-Paying Customers
We know that equipping our customers for strong product adoption during implementation, onboarding, and beyond is critical, especially for those in the high ARR category. But how do you do this in an age where resources are limited? You build out a content center that is second to none! Share some ways content is making a…

Thought Leader Spotlight

Jared has been in Customer Success since 2018 and has been creating content for the CS space since 2020. He currently works on the Customer Success team at vCom Solutions. In 2023, he started a copywriting business where he writes copy and content for software companies like ChurnZero, UpdateAI, and EverAfter.

Jared Orr

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Recent Discussions

Help! Strategies for Value and Sales Alignment
Hi everyone! I’m new to the GGR site and looking forward to sharing ideas. I have one question to kick things off. I’ve been at my current company for 5 years, and we have a revolving door of General Managers. Our current GM is clueless about what a CSM does. We have to keep defining the role of Customer Success for him,…
August 23, 2024 - Week in Review
August 23, 2024 School is back in session for many of your families, and that brings the Fall Fun.I always find Fall to be a time of making sure I am cleaning up loose ends, meeting my annual goals for all the projects I started (both personally and professionally!), and gearing up for the start of my favorite two seasons:…
AI: More Than Just a Reactive Support Tool
AI has the potential to revolutionize customer success, going far beyond reactive support. By focusing on proactive engagement, we can drive down customer retention costs and significantly improve customer satisfaction. When customers are happy with the product, they use it more and get greater value. This not only leads…
How do you identify and measure successful client engagement?
We are planning virtual sessions for our community members to learn best practices for use of our technology and network with their peers. I’m curious how other organizations support networking for their community members. I am also wondering how other success organizations measure if the client networking session was…
Looking for additional CS Certification?
Look no further! LinkedIn has recently released a Professional CS Foundations course, and already 200 professionals have completed it! Endorsed by ChurnZero (one of GGR's terrific sponsors!), it takes you through 6 hours of courses such as: Building Rapport with Customers Sales: Customer Success Onboard New Customers for…

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Announced Discussions

August 23, 2024 - Week in Review
August 23, 2024 School is back in session for many of your families, and that brings the Fall Fun.I always find Fall to be a time of making sure I am cleaning up loose ends, meeting my annual goals for all the projects I started (both personally and professionally!), and gearing up for the start of my favorite two seasons:…
Week in Review - August 9, 2024
August 9, 2024 Some great things coming up for Gain Grow Retain! 1 Demopalooza and 2 live events in September, upgrades to our Job Board to make connecting to the right job more efficient, a Happy Hour at ChurnZero’s ZERO-IN event in October, and of course our ongoing programming and events. Have you checked out GGR…
July 26, 2024 Week in Review
July 26, 2024 This last week has been hot here in Colorado. Hoping wherever you are in the world you are staying as cool as possible. GGR also went through a SPAM attack this last week. This was a particularly savvy one that looked to be a combination of human, AI, and bots. If you struggled to log in this past week, just…
3rd Quarter Introductions
👀 🌝 👀 🌝 New space for the new quarter! Make sure you take a moment to 'meet' your peers and introduce yourself. Whether you are a brand new member or one of the original set, this thread is for everyone to help build an understand of who is in this community space with you! Share a bit about who you are professionally…
TLC - Is AI a 3-Dimensional PLG?
The LinkedIn/Microsoft report states that 75% of knowledge workers already use AI at work, and 46% of users started using it less than six months ago. The benefits? Users say AI helps them: save time(90%) focus on their most important work (85%) be more creative (84%), enjoy their work more (83%). 78% of AI users bring…

GGR Announcements

August 23, 2024 - Week in Review
August 23, 2024 School is back in session for many of your families, and that brings the Fall Fun.I always find Fall to be a time of making sure I am cleaning up loose ends, meeting my annual goals for all the projects I started (both personally and professionally!), and gearing up for the start of my favorite two seasons:…
Week in Review - August 9, 2024
August 9, 2024 Some great things coming up for Gain Grow Retain! 1 Demopalooza and 2 live events in September, upgrades to our Job Board to make connecting to the right job more efficient, a Happy Hour at ChurnZero’s ZERO-IN event in October, and of course our ongoing programming and events. Have you checked out GGR…
July 26, 2024 Week in Review
July 26, 2024 This last week has been hot here in Colorado. Hoping wherever you are in the world you are staying as cool as possible. GGR also went through a SPAM attack this last week. This was a particularly savvy one that looked to be a combination of human, AI, and bots. If you struggled to log in this past week, just…

Blog Posts

Using AI to Identify Market Impact
The recent $25B market cap loss is going to be impacting a lot of your accounts if you are an AE or CSM. It's time to do some research and keep in mind: The goal isn't to become a financial expert; the goal is to identify any risks to your deal or renewal and to use recent relevatn events to create a POV that you can use…
How ChurnZero Integrates Community and Customer Data to Improve the Customer Experience
Overview ChurnZero is a customer success platform that helps customer success teams work efficiently, deliver greater customer value, and drive more revenue. The SaaS company empowers its users to run sophisticated, comprehensive customer success programs. ChurnZero’s own CX team embraced a digital-first approach to scale…
Become Your Company's Customer Retention Expert
Congratulations! You’ve been on quite the journey over the past 8 articles. By now, you’re likely becoming aware that you can start predictably increasing customer retention in your company: You have an understanding of why customers choose to stay or leave. You have tools and a formula to create your strategy. And you…
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Elevating Customer Success with Community-Driven Strategies: Making Your Customer Events Stand Out
When every resource counts and customers expect nothing but the best, customer success teams find themselves in a tight spot—how do you achieve more with less? Yet, amid these challenges, there’s a powerful resource that’s often overlooked: the community. Through this blog series, I’ll explore four ways community-driven…
Strengthen Your Revenue-Driving Processes Through REACH
I published a book recently called REACH: A Framework for Driving Revenue Growth from Your Existing Customers. It introduces a structured process to help CSMs and Customer Success teams more consistently prioritize their accounts according to growth potential and then predictably uncover and capitalize on expansion…

GGR Podcast

CS Blueprint: Leadership Lessons and Utilizing GitLab
January 31, 2022 In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the Disney move from FastPass to Disney Genie, lessons learned when scaling a company from 0-500, and GitLab as a resource center. Listen here
Churned Customers and Off-Boarding Plans
January 28, 2022 Today, Anita Toth joins host Jeff Breunsbach for a conversation about churned customers. This conversation will bring insight into off-boarding plans and how to prepare for an exit interview. Listen here
CS Blueprint: Webinars, Investing, and CX Predictions
January 26, 2022 In this week's CS Blueprint, Jay, Kristi, and Jeff discuss the effectiveness of webinars, how customer success is playing a role in how people invest, and CX predictions in 2022. Listen here

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Quick Links

GGR Events

GGR Live! Austin
It's Time to Focus on CS! We're headed to Austin! This is our first GGR Live! event to happen in this part of the US and trust me, we are getting our boots ready as we head to the famous Sixth Street area! This year, we are spotlighting some important areas CS Leaders can focus on to strengthen and secure their seat…
September 19 CS Leadership Office Hours
Join us on Thursday at 1pm ET, September 19, 2024 This series is meant for those in Customer Success Leadership positions who are building and scaling at programs at their companies. Whether you have done this before or find yourself in a new position - we all have something to learn from each other. This series is meant…
October 3 CS Leadership Office Hours
Join us on Thursday at 1pm ET, October 3, 2024 This series is meant for those in Customer Success Leadership positions who are building and scaling at programs at their companies. Whether you have done this before or find yourself in a new position - we all have something to learn from each other. This series is meant for…

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