Gary Yau Chan - Building PLG for CSMs and QBRs

“I worked closely with Gary as his manager at TrustCloud. Since joining our team in August 2022, Gary spearheaded our product-led growth (PLG) initiative. He successfully orchestrated the launch of our freemium model, collaborating with our design, marketing, sales, and engineering teams. Gary evangelized PLG internally and created an effective playbook for a self-sustainable business model. One of Gary's key achievements was developing an innovative onboarding process that gave TrustCloud a significant competitive differentiator. By providing instant platform access to free customers, he improved our acquisition and engagement success metrics. Gary managed our free-to-paid conversion strategy and identified crucial upsell opportunities, directly contributing to our revenue growth. Gary's multidisciplinary approach and hands-on tactical skills make him an invaluable asset to any team. He is great at translating high-level business strategy into actionable growth plans, and executing with an approach for learning and experimentation. I wholeheartedly recommend Gary as a strong product director capable of driving 0-to-1 product strategies. His combination of vision, leadership, strategic thinking, and execution skills would be an asset to any organization.”

“I worked with Gary on the Product-Led Growth (PLG) team at TrustCloud from Q3 2023 to Q3 2024. Gary led TrustCloud’s PLG strategy, the first freemium compliance automation platform in the market. The PLG team consisted of full-stack engineers, product designers, a community product manager, a content specialist, product specialists, and a marketing director. He spearheaded our dedicated focus on improving our KPIs: ARR goal, a joyful customer experience, and free-to-paid conversations. He adopted the innovative playbook for the "superhuman onboarding" flow, which significantly boosted word-of-mouth virality and quickly sped our rate of product activation learning. Our PLG team was data-driven by testing with pricing and packaging, paywalls, established a Product-Led Sales (PLS) system with engagement reports and handraiser automation, and implemented strategic tech touches to improve retention. Within 18 months, we 0 to 1 launched our PLG offering and grew $X00k ARR in revenue through rapid learning and experimentation. With his leadership, our free-to-paid conversion rates improved significantly, and established building a sustainable PLG motion. Gary is a strategic thinker and his results-driven approach, with laser focus on outcomes, make him an invaluable asset to any organization aiming for growth and customer acquisition.”