Designing The Post-Sale Customer Journey With Gainsight's Caitlin Quinlan

While everything in sales and marketing funnels is measured and instrumented to ridiculous levels of detail, it's easy to forget about the post-sale customer journey. That's where Customer Success Operations teams come in.

CS Ops hasn’t always received the same amount of time and attention that Marketing Ops and Sales Ops have, but it’s making its presence known now.

Our guest on this episode, Caitlin Quinlan, is the Senior Vice President of Revenue Operations at Gainsight, and she has helped design every aspect of that customer journey from post-sale responsibilities and hand-offs to retention forecasting. In our conversation, Caitlin and I talk about the evolution of CS Ops, the way she debunks myths about Sales and CS compensation, and she outlines the 2x2 grid that Gainsight uses to segment its customer base.

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