The Gradient Works Blog

Before you think "oh no, not another blog post about the pandemic," please hear me out for just a minute. We need to talk about fatigue, information overload, and anxiety. Sounds fun, right? No, of course it doesn't. But if you work on or run a customer-facing team, you need to be thinking about what these things mean for your prospects and customers.

What makes a successful customer success team? What does customer success look like at an early-stage company, and what do you need to think about as your company grows?  

Churn can kill a subscription business quickly. High gross revenue retention rates (GRR) are necessary for the financial health of a business. But low net revenue retention rates (revenue growth from your existing customer base, aka NRR) can also kill a company, just a bit more slowly.

In my role as a Revenue Operations leader and especially since founding Gradient Works (all of 3 months ago!), I’ve had tons of conversations with revenue leaders and operators at all stages - from tiny startups to multi-billion dollar public companies. One topic that consistently comes up is rep assignment - making sure that you’ve got the right kind of reps assigned to the right accounts/opportunities/leads at the right stage. It’s a tricky thing that most high-velocity B2B revenue organizations struggle with.