My First 90 Days Owning Customer Success: A CRO’s Playbook

For Gainsight’s Chief Revenue Officer, Marilee Bear, the first 90 days leading Customer Success were eye-opening. Complex incentives, fuzzy retention metrics, and buried expansion signals made it challenging to forecast growth with confidence.

In this exclusive session, Marilee shares how she redefined the role of CS from a support function to a revenue lever, and why she now sees Gross Revenue Retention (GRR) as her north star.

You’ll learn how she:

• Connected the dots across Sales, CS, and RevOps to drive shared accountability for growth and retention
• Turned hidden expansion signals from within Gainsight’s customer base into pipeline with clear workflows and AI-powered insights
• Built a CS strategy that fuels post-sale revenue and makes GRR a leading indicator of company health

If you’re a CRO who suddenly owns CS, or a CS leader trying to earn  executive influence, this is your roadmap to transforming CS into your most strategic growth engine.