Beyond call recording: getting real ROI from Gong
Most teams treat Gong as expensive call storage. The return is in coaching, deal execution, and forecast accuracy. Here is how to move from recording to results.
Read the full post → How We Help
What we deliver for customer success leaders.
Customer health scoring built on real data
Health scoring models that combine product usage, support interactions, NPS, contract data, and CSM-captured signals, calibrated against actual churn outcomes to validate predictive power.
Gainsight, ChurnZero, or Salesforce CS Cloud deployment
Full implementation including playbook automation, CTAs, health scores, journey orchestration, and integration with your CRM and product analytics.
Predictive renewal forecasting
Multi-factor renewal forecasting models, structured renewal stage definitions, and CFO-grade reporting that holds up to scrutiny.
Product usage telemetry integration
Pulling product analytics from Mixpanel, Amplitude, Pendo, or Heap into the CS platform so usage signals drive both health scoring and CSM action.
Expansion revenue platform
Expansion opportunity identification, account growth modeling, and integrated CSM-to-AE workflows for expansion deals.
Structured onboarding-to-retention program
Templated onboarding journeys with milestone tracking, time-to-value measurement, and retention correlation analytics.
Common Challenges
What we see in customer success organizations.
The patterns that come up in nearly every customer success engagement.
Customer health scoring everyone disagrees with
Most CS health scores are built on instinct and outdated assumptions. Building a defensible, predictive health score is harder than the vendor pitch decks suggest.
CSM portfolios that do not scale
When CSMs each manage 30-50 accounts manually, growth stalls. Better tooling and AI can expand portfolio capacity meaningfully without sacrificing relationship quality.
Renewal forecasts the CFO does not believe
Most renewal forecasts are gut feel. Building a forecast finance trusts requires structured renewal stages, predictive churn signals, and disciplined CSM data hygiene.
CS as a black box to the rest of the company
Sales does not know what is happening with their accounts post-close. Product does not know what users are struggling with. CS is often the bottleneck rather than the connector.
Expansion revenue forecasting
Net revenue retention depends on expansion, and most companies cannot predict it because the signals are scattered.
Onboarding-to-retention loop
Strong onboarding correlates with strong retention. Most onboarding programs are reactive and unmeasured.
Signature Service Categories
The major customer success practices our team runs.
Each category represents a deep specialization with dedicated playbooks, accelerators, and experienced practitioners.
CS Platform Implementation
Gainsight, ChurnZero, Salesforce CS Cloud deployments with full integration.
Customer Health Scoring
Multi-factor health models calibrated against actual churn outcomes.
Renewal & Expansion Forecasting
Structured forecasting infrastructure with CFO-grade reporting.
Onboarding & Time-to-Value
Structured onboarding journeys with milestone tracking and retention correlation.
CSM Productivity & Playbooks
Playbook automation, CTAs, journey orchestration, capacity expansion.
Product Telemetry Integration
Mixpanel, Amplitude, Pendo integrated into CS workflows.
See what this looks like for customer success.
A free 30-minute working session with a consultant who has done this work before. You leave with a clear read on the right approach, whether or not you engage us.
Featured Insight
Insight & analysis from our customer success team.
Practitioner-level analysis from the consultants delivering the work.
Revenue Operations
How We Work
The engagement model.
Predictable phases. Clear deliverables. No surprises.
01
Discovery
One to two working sessions to map your current state, business goals, gaps, and constraints. We come out with a written scope document and recommendation.
02
Design
Documented solution architecture, technical design, realistic timeline, and a transparent commercial proposal, reviewed with your team before any build.
03
Build
Configuration, development, integrations, data migration, AI training, and QA, delivered in iterative sprints with weekly demos and adjustments.
04
Launch & Optimize
Training, change management, hypercare support, and continuous improvement. We do not disappear after go-live. Most engagements continue into managed services.
Our Capabilities
The five practices that support your customer success work.
Salesforce
Implementation, configuration, and managed services across the full Salesforce platform, from Sales and Service Cloud to Agentforce and Data Cloud.
Learn more →Gong
As one of Gong’s earliest services partners, we implement, integrate, and optimize Gong so revenue teams actually adopt it.
Learn more →AI Consulting
Strategy and production AI, from use-case selection and governance to deployed agents on the platforms you already run.
Learn more →Revenue Operations
The systems, data, and rituals that make sales, marketing, and customer success operate as one revenue engine.
Learn more →Ready to move customer success forward?
Free 30-minute strategy session with a consultant who works with customer success leaders every week.
Book a Consultation →