Morgan Leech

Big news from Gong! 🍾🥳 It’s inspiring to see how these innovations are giving teams better ways to manage their pipelines, forecast, and coach—all while staying focused on what matters most. Can’t wait to hear from industry leaders about how they’re using these tools to transform their businesses! 🚀

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I’m currently hiring for my West SDR team at Grafana (locations outlined in the listing below). In addition to the details on the job listing, I’d like to share a bit about my hiring philosophy for my team. If you’re someone who has tech experience - cool. If you’re someone who has SDR experience - also cool. If you can make 100+ cold calls a day - cool, and also, ick. None of those are required, nor do they automatically move you to the top of the candidate pool. Keep reading for more details… On my team we embrace: - Extreme Ownership: read the book, or at least the spark notes. - Selflessness: sales is a team sport, we have no tolerance for hero ball. - Consistency: 90% QoQ means more to us than 200% one quarter and 50% the next. - Collaboration: lone wolves need not apply. As of today, with one week left in our fiscal quarter, over half of my current team has hit or exceeded their Q1 number. Numbers are important, but how we get there is even more important. A core pillar of the SDR organization globally is the ability to hit your number in the right way. We don’t game the system here - we measure success based on not just number of opportunities, but the quality of those opportunities that progress into the funnel to support our company as a whole. If this sounds like a team you want to join and contribute to - please apply below. https://lnkd.in/ebVEbybT

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Attending Pulse and curious about transforming client success? Make sure you register for the "Grit, Grace, and Gainsight" session led by Christina Wold, Ashley DePolo, Alexandra Schwenke, Brian Winter and Eric Heisler to see how SAP has masterfully integrated Gainsight into their strategy, setting a new standard for client engagement. #pulse #gainsight 🔗 Want a sneak peek? Check out more here:

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🚀 Excited to be speaking at Gainsight Pulse 2024 in less than a week! I’ll be sharing insights on a topic close to my heart: “How to Remove Chance from the Customer Journey.” In today’s landscape, customers expect seamless, intuitive experiences. Any roadblocks can lead to frustration—and missed opportunities. I’ll be diving into actionable strategies to simplify each touchpoint and create a friction-free journey, making it easier for customers to find success with your product. Looking forward to connecting with fellow customer success leaders. Let’s shape the future of customer experience together! If you haven’t booked your ticket yet, be quick and use the 20% off discount code SPEAKER20 #Pulse2024 #CustomerJourney #CustomerSuccess #FrictionlessExperience

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Another good report from Vendr on SaaS buying trends. (see in comments below) The metric that jumped out at me was ACV for Renewals. Remaining flat. In Q1 2024 Ryan Neu 's take is that as vendors have come across tougher times they are increasing prices to counter customer's renewing with down-sized contracts (presumably less seats) since most vendors charge per license. As a buyer, I have definitely seen this in 2024. Taken together with ARR, this really does imply that Net Revenue Retention in 2024 is plummeting. We are definitely seeing churn, so gross retention is down. And we are Net Retention (ie after upsell and/or downsell) is significantly down. In 2023, the investment guru's were saying that Net Retention of 130% plus was the mark of the very best SaaS companies. And valuations were being heavily influenced by Net Retention. I remember back in 2015 when Mimecast went public, we had net retention of around 110% and it was considered unbelievably good by the investment community. I have a sneaking suspicion that Net Retention of 110-120% in 2024 will again be considered very good to exceptional. Love to hear from folks like Ray Rike and Nick Mehta and Megan Bowen (and others) as to what they think about 2024 Net Retention benchmarks? #ACV #nrr #benchmarks

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❌ Manual errors are more common than you'd think, and when they occur, the blame game begins. Is it the AE who closed the deal without updating details in their CRM? Rev Ops for not validating the contract? Or Revenue Accounting for closing the books with incorrect data? The finger-pointing can be endless! 👉 Avoid the blame game entirely with Klarity's GenAI platform. Our advanced AI eliminates manual errors and automates complex tasks such as document review, data extraction, validation, and analysis (all while staying compliant with accounting standards 😉). ⚡ Let Klarity handle the details with precision, so your team can focus on what they do best. #accountingautomation #accounting #klarity #revenuerecognition #revops #contractreview #monthend

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𝗣𝘂𝗹𝘀𝗲 𝟮𝟬𝟮𝟰: 𝗔𝗰𝗰𝗲𝗹𝗲𝗿𝗮𝘁𝗶𝗻𝗴 𝗖𝗦 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗛𝘂𝗺𝗮𝗻 𝗣𝗼𝘁𝗲𝗻𝘁𝗶𝗮𝗹 After an inspiring two days at Gainsight Pulse 2024, I'm amazed at but not surprise by the rapid pace of innovation happening in the Customer Success space. This wasn't just about new tactics or efficiencies - the content pushed us to entirely reimagine how we drive value, empowerment, and human potential in CS. A few themes resonated deeply: 𝗔𝗜 𝗮𝘀 𝗮 𝗙𝗼𝗿𝗰𝗲 𝗠𝘂𝗹𝘁𝗶𝗽𝗹𝗶𝗲𝗿 AI was easily one of the hottest topics at Pulse. The AI roadmap session by Shantan Reddy spotlighted Gainsight's vision for an AI-enabled knowledge layer and intelligent assistants to automate workflows and surface insights. IBM's Janine Sneed and her team showcased how generative AI can power meeting assistants to prep for meetings, automate notes, action items, follow-ups, and more. The consistent refrain: This AI transformation will be human-first, not human-free. As the Kobiton team outlined, the power will come from human-AI collaboration where we leverage technology to augment our strategic abilities. 𝗛𝘆𝗽𝗲𝗿-𝗥𝗲𝗹𝗲𝘃𝗮𝗻𝗰𝗲 𝗧𝗵𝗿𝗼𝘂𝗴𝗵 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝘁 𝗝𝗼𝘂𝗿𝗻𝗲𝘆𝘀 The most effective organizations mapped out intelligent, hyper-personalized journeys tailored to specific roles, industries, and desired outcomes. Rather than generic messaging, they used predictive intelligence to construct self-guided experiences attuned to each user's current context. Autonomous journeys meet people where they are. 𝗦𝘆𝘀𝘁𝗲𝗺𝗶𝗰 𝗧𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻𝘀, 𝗡𝗼𝘁 𝗧𝘄𝗲𝗮𝗸𝘀 To truly transform, organizations must move beyond incremental CS changes to holistic transformations. They redesigned entire engagement models, created centralized workflow engines, and made CS a catalyst for broader organizational changes around customer obsession. 𝗧𝗵𝗲 𝗜𝗺𝗽𝗲𝗿𝗮𝘁𝗶𝘃𝗲 𝗼𝗳 𝗛𝘂𝗺𝗮𝗻 𝗙𝗶𝗿𝘀𝘁 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 Transformations aren't just about datasets and impressive technology - they are about leading and inspiring people to be open to change and to use their skills to transform together. Kate Peter and Nikki Bishop did a fantastic job of detailing how implementing a human-first culture drives both employee and customer satisfaction, leading to collaboration and business excellence. The challenge for many organizations is achieving the clean datasets needed for these transformations. If you've navigated this journey, I'd love to connect. Reflecting on Pulse 2024, I'm excited about the immense opportunities we as an industry have at this time to shape the future of Customer Success. We're in the midst of a CS renaissance, catalyzed by the convergence of human ingenuity and AI. I'm leaning into this era of collaboration, eager to harness the transformative potential of technologies like generative AI while cultivating extraordinary relationships with our customers. #Gainsightpulse2024 #AI #HumanFirst #CustomerSuccess #Leadership

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One of the most annoying parts of #CustomerSuccess is having to manage a #Portfolio with a high number of customers that are #Unresponsive. Trust me, if you show them that you can drive value for them, this will change! To drive this value, you have to think like them- as #BusinessPartners!

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In my experience working in Sales Enablement and Sales Operations, there’s a constant balancing act between two key principles: i.) Just because you can, doesn’t mean you should. With so many tools and so much data at our disposal, it’s easy to over-engineer processes. The goal should always be to simplify, not complicate. ii.) Small time savers add up. Sometimes the smallest changes have the biggest impact. Streamlining workflows, reducing a few clicks, or automating routine tasks can significantly improve your team’s productivity. Here’s a framework I follow—questions I ask myself before implementing any new workflow: 1. How quickly can you automate or update the process? There’s a joke from the home automation world I love: “Why spend 15 seconds turning on a light when I can spend 3 hours automating it—and it still doesn’t work?” The takeaway: a good process should save time, not create bottlenecks. 1B. If you can’t automate everything, can you automate part of it? I recently hit a roadblock while trying to automate currency conversion for estimated revenue. After getting stuck, a teammate suggested, “Why not just add the currency name after the revenue for now?” Sometimes, automating just part of a workflow can still save a lot of time. 2. Will the new workflow help team members work faster & better cross-functionally? Does it prevent tasks from slipping through the cracks? Your CRM should be a “single source of truth.” If information about prospects or clients already exists in Salesforce or HubSpot, does your workflow leverage that data? Or does it force the team to re-enter information, increasing the risk of outdated or mismatched details? 3. Are you solving a problem that’s worth creating a process for? This ties into the idea that ‘just because you can, doesn’t mean you should.’ I often find myself inclined to create new processes, even for edge cases, which reminds me to ask: Is this a recurring issue, or just a one-off? The value of any process or automation lies in the time it saves—not just for others, but for yourself as well. 4. Expect mistakes. Get feedback. Iterate. No workflow or automation is perfect on the first try. Stay open to feedback and be ready to adjust. The team using the workflow daily is your best resource. Flexibility and responsiveness are key to long-term success. #salesenablement #revenueoperations #revops

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Engaging the right buyers at the right time is critical to sales success. ZoomInfo Copilot's Target Account Digests alert you when your most promising suspects are showing the right buying signals. 🔔 Get personalized daily digests — delivered via Slack or email — with AI-powered recommendations for next steps. Never miss a sales opportunity with ZoomInfo Copilot: bit.ly/3yxBNes #ZoomInfoCopilot

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The Gong + MadKudu partnership is a 💙 love letter 💜 to sellers... ...and 𝑦𝑜𝑢𝑟 secret weapon for streamlining your sales process and boosting your win rates! Now you can access account intelligence, run signal-based prospecting playbooks, and prioritize accounts...all within Gong Engage. Here's how: ⏳ 𝐒𝐭𝐨𝐩 𝐰𝐚𝐬𝐭𝐢𝐧𝐠 𝐭𝐢𝐦𝐞 𝐬𝐞𝐚𝐫𝐜𝐡𝐢𝐧𝐠 𝐟𝐨𝐫 𝐝𝐚𝐭𝐚 scattered across different tools. MadKudu seamlessly integrates with Gong, putting everything you need at your fingertips. 👫 𝐅𝐨𝐜𝐮𝐬 𝐨𝐧 𝐛𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩𝐬, 𝐧𝐨𝐭 𝐫𝐞𝐩𝐨𝐫𝐭𝐬, quickly identifying decision makers, champions, and power users, and personalizing outreach with ease. 🤓 𝐆𝐨𝐧𝐠'𝐬 𝐫𝐞𝐚𝐥-𝐭𝐢𝐦𝐞 𝐜𝐨𝐚𝐜𝐡𝐢𝐧𝐠 𝐬𝐮𝐩𝐞𝐫𝐩𝐨𝐰𝐞𝐫𝐬 combine with 𝐌𝐚𝐝𝐊𝐮𝐝𝐮'𝐬 𝐢𝐧𝐝𝐮𝐬𝐭𝐫𝐲-𝐥𝐞𝐚𝐝𝐢𝐧𝐠 𝐞𝐱𝐩𝐥𝐚𝐢𝐧𝐚𝐛𝐥𝐞 𝐀𝐈 provide effortless insights into your calls and activities. Get ready to close more deals, exceed quota, and finally fall back in love with the sales process. Learn more below 👇 . . . #gong #madkudu #salesforce #sales #quota #pipeline

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It's time to take a page out of Calendly's playbook and implement a personalization strategy that makes every customer feel like the only customer 🙌 Discover the essence of 1:1 personalization, its significance, and how to leverage in-depth data analysis to design a customer experience that's as unique as your audience in this recent blog: https://ow.ly/2Sz830sFsKX

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When I first started at Gong in 2019, I spent hours each week in SFDC tracking business performance. In my defense, Gong's product was still in it's infancy at the time. These days, SFDC still has it's use cases for me such as territory management and pulling very specific custom reports. But it tells me basically nothing about our customers except indisputable facts about the account like contract term dates, ARR, and products purchased. As a CS leader, every single thing I need to run my business lives in Gong. From our retention forecast and progress to target (Gong Forecast), to renewal pipeline (Pipeline view), to assessing health of entire books of business inclusive of customer engagement, real signals from customers, and customer health metrics mapped in via CRM. I can also track key strategic initiatives to ensure CSMs are delivering value to our customers and identify where there may be opportunities to coach individuals. It's indispensable.

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Absolutely spot on! CSMs are often underutilized, but they have the potential to be the biggest revenue drivers. Proper training and a clear focus on delivering and monetizing value are key to unlocking growth opportunities 📈 #Customersuccess #growthpotential #Saas

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The holiday season is approaching fast! 🎄 Join our upcoming webinar next Tuesday, September 17 (10:30–11:30 am EST) featuring Outbrain's Customer Success Manager, Danielle Bischoff, and Scott Kramer, VP of Growth at Laura Geller Beauty, to learn how to elevate your holiday campaigns and maximize performance outcomes. Register now using this link here: https://lnkd.in/ghUhiiJu #holidayseason #webinar #advertisingstrategies 🌟

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Attention San Francisco! Join me and other RevOps pros at RevOps After Dark to discuss some of the hottest topics in revenue right now: -- AI & Tech. -- Strategic alignment. -- Collaboration. -- Market trends. -- The future of RevOps. Don't miss out on this opportunity to join the conversation & network with like-minded professionals. Check out the link for more information and feel free to share! #RevOps #SanFrancisco #Networking

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In a hyper-competitive market, B2B sellers are always looking to discover their edge with prospects. To find out how your GTM team can capitalize on high-value buying signals, check out the 4 steps in the link below -- or head to the full blog post here 👉 bit.ly/3UpEDtl

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Big news! 🎉 Gong just dropped some MAJOR AI capabilities that deliver new levels of automation, deep customer insights, and standardized knowledge sharing across the entire revenue org.

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