[Director of Customer Success] Using Gong to Identify and Take Action on Forecasted Churn Risk

The superpower that Gong enables for directors of customer success is the ability to oversee a larger csm team and deliver accurate net growth forecast for over 2000+ customers.

The biggest challenge this superpower solves for is the ability to quickly understand what is going on with the business in terms of risk and opportunity across a large number of customers.

Forecasting is an important piece of a Director of CS's responsibilities. Understanding how a team is forecasting allows for the business to have an accurate representation of expected revenue and success.

This workflow allows Directors of CS to quickly surface risk across across a large number of accounts that would affect revenue forecasted over a specific period of time. This workflow requires action from both the csm and the director to ensure full account visibility.

In summary, Gong is critical for forecasting churn by allowing Directors of CS to quickly analyze their renewal pipeline, immediately uncover risk and take action. A recommended best practice includes setting 30 minutes aside each monday and friday to look at quarterly renewals and surfacing areas of risk and opportunity for managers and csms to taken action on.