The CCO’s Secret Guide to Success shares strategies from Gainsight’s Kellie Capote and industry leaders on scaling customer success into a revenue engine. It highlights layered approaches to journeys, digital-led CS for scale, and leveraging partner ecosystems to reduce churn. Key lessons include aligning Sales and CS through value frameworks, embedding empathy, and making adoption the core of retention. Collaboration between Product and CS through structured processes ensures shared success. Metrics-driven operations, anchored in NRR, GRR, and strategic connect rates, validate CS impact and secure executive buy-in for durable growth.

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