Gene Grady

If you’re running 5–6 calls a day, there’s usually no time to prep. So, the first few minutes turn into repeat of discovery: - "Did you say you use Salesforce?"  - "Walk me through your team structure again?" HeySam embeds your calls and emails directly in Slack, so reps can prep for the next call by chatting with Sam—without leaving Slack. Check out this demo ↓

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Everyone thinks RevOps is an automation problem. It isn't. The automation is actually the easy part. The hard part isn't the code. It isn't the workflows, the integrations, or the process design. Those can be figured out. The hard part is people. It's getting Sales, Marketing, and Customer Success to stop working in silos and start trusting a shared system. It's asking teams to unlearn how they've operated for years. It's convincing people that the discomfort they're feeling right now is not a sign that something is wrong, it's a sign that something is finally changing. And none of that works without one thing: Leadership that actually trusts the strategy. Not just assigns responsibility. Assigns authority. Because here's what kills RevOps initiatives before they ever get off the ground: A Chief RevOps Officer handed a mandate with no real power to enforce change. Responsibility without authority is just a fancy title for a very frustrating job. Real RevOps transformation requires leadership that says, "We hired experts. We're going to let them lead." Cross-team collaboration. Change management. Leadership trust. Executive buy-in. That's the work. The automation comes after. Read full blog : https://lnkd.in/gmCQSi-4 #RevOps #RevenueOperations #GTM #ChangeManagement #Leadership #B2BSaaS

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I've been thinking about CRM platforms and how differently they support CS teams depending on where you are in your growth stage. Mostly because I'm currently standing up a CRM. It's got me reflecting on what's out there and what actually works. Salesforce was my world at a large SaaS company where I helped lead my account teams in full adoption and post-sales best practices. The reporting is unmatched, you can build basically anything you need, and Chatter kept our entire GTM team connected. What I loved most was the depth. You could customize it to handle the most complex customer segments and forecasting models. It's the enterprise standard for a reason. Working with HubSpot allowed me to see a different approach. In my experience, it's built for the reality of lean CS teams, especially at startups and small to mid-sized companies, where you're wearing multiple hats. Need to spin up a customer marketing campaign? Don't want to wait on another team to automate feedback loops? You can just do it, without being a marketing expert or needing a developer. The AI features I've implemented actually make sense in your workflow. And here's what makes it a standout, it scales as you grow. You're not stuck migrating to something completely new when you hit 50 or 100 accounts. Gainsight is in its own category because it's not trying to be your CRM. It sits alongside it and focuses purely on CS, pulling in product usage, health scores, sentiment, all the signals you need post sale. For teams managing hundreds of accounts, that automated health monitoring and churn risk surfacing is critical. It's purpose built for what we actually do. There's no perfect answer. A Series A startup with five CSMs doesn't need what an enterprise team managing 500 accounts needs. It's about finding what fits your current needs, your tech stack, and where you're headed. What's your CS tech stack? I'm curious what's actually working for your team and what's driving you crazy. #CustomerSuccess #SaaS #CRM #Salesforce #HubSpot #Gainsight #CSM #TechStack

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7 Comments

I built a renewals co-pilot inside Claude for a post sales team. Here's what it actually does — and where it still falls short. The build: a shared Claude Project any CSM can use. You name the account. It checks whether the justification conversation has happened with the customer. It pulls from your CRM, meeting transcripts, product analytics, and Drive. It generates a tailored customer impact report.. and tells you exactly where every data point came from. Then it gives you a checklist of everything to verify before anything goes to a customer. What works: → Cuts the grunt work on renewal prep significantly → Surfaces data gaps you didn't know existed → Creates consistency across the team — everyone starts from the same foundation → The sourcing transparency matters. You know what to trust and what to check. What doesn't: → Dirty data is still dirty data. The co-pilot flags gaps honestly — but if your CRM is stale or transcripts aren't connected, the output reflects that. If you know me - you know this is a passion topic :) → If the justification conversation hasn't happened with the customer yet, you're working from a generic narrative, not a tailored one → It won't replace the relationship. Your CSM still needs to walk into that renewal knowing the customer, reading the room, and making real-time judgment calls The thing most AI rollouts get wrong: They skip the expectation-setting conversation with the team. Someone will find the first thing wrong with it — and they won't be wrong. There will be something wrong. A data gap. An output that needs editing. A report that's 80% of the way there. That's not a failure. That's how it's supposed to work. The expectation isn't perfection. It's considerable time saved.. with humans still owning the final mile. Accountability doesn't go away. If anything it becomes more important. Someone has to own the review. Someone has to catch the gap. Someone has to decide what goes to the customer. AI doesn't remove that responsibility. It just gives you more time to do it well. I wrote about the full build.. what it does step by step, what has to be true for it to work, and how to set expectations with your team before you roll anything out. I also share the Claude Project template so you can explore building this for your own team. Link in the comments. 👇

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4 Comments

ZoomInfo renewals are becoming our best pipeline source. I'm not saying that to talk trash. I'm saying it because it keeps happening week after week. Buyers hit their renewal window, look around, and realize they've been overpaying for data they can't fully trust. Then a colleague mentions UpLead. Some search for alternatives and see our reviews. Others literally ask ChatGPT what else is out there. And suddenly we're on the shortlist. And these prospects show up educated. They already know about real time verification, transparent pricing, and flexible contracts that don't trap them for a full year. By the time they're on my calendar, half the selling is already done. The product's reputation is doing the heavy lifting. When your customers become your marketing team, that tells you something about the product. When's your next data tool renewal coming up?

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7 Comments

CS Ops and RevOps shouldn't be competing. We're force multipliers for each other. Most orgs treat these functions like they're at odds: -RevOps focused on net new -CS Ops focused on retention -Both fighting for resources, attention, and executive buy-in That's a systems architecture problem, not a people problem. I manage strategic renewal operations. When I look at how CS and RevOps interact, I don't see competing priorities... I see an opportunity to build infrastructure where both functions amplify each other. The question isn't "who owns what." It's "how do we architect systems where everyone gets what they need from the same foundation." I built an AI-powered assessment system that compiles objective account health across multiple data sources. Here's what that architecture enabled: RevOps gets reliable retention metrics that feed into company-wide forecasting models. I get the early risk signals and forecast accuracy I need to manage renewals strategically. CSMs get actionable insights automatically, no more waiting on reports or building spreadsheets. Executives get a single source of truth. Same data. Different views. Zero conflict. Most leaders think about tools. I think about how information flows through an organization and who needs what, when, and why. That's the difference between managing systems and architecting them. When CS Ops and RevOps work as true partners... when you design systems that serve both, you don't just improve efficiency. You change what's possible for the entire go-to-market org. #CustomerSuccess #RevOps #GTMStrategy #SystemsThinking #OperationsExcellence #AIDrivenData

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2 Comments

RevOps falls apart when Sales, CS, and Product each have their own version of the truth. Cassidy fixes that with automations that keep everyone working from the same playbook: Auto-update Salesforce after calls — notes, next steps, and MEDDIC fields updated without reps lifting a finger. Push product feedback to Jira/Roadmap — feedback from CS calls lands in the right backlog instantly. Track renewal risks in Gainsight — key signals from Slack, calls, and emails flagged before it’s too late. No chasing down details. No siloed workflows. Just one source of truth, kept fresh automatically. #Ops #SalesOps #CustomerSuccess #ProductManagement #AIforBusiness #CassidyAI

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