Customer Success
How customer success runs QBRs, tracks account health and manages renewals across Gainsight, HubSpot and Gong.
Triaging daily account health
First thing in the morning, the customer success manager opens the Gainsight Cockpit, jumps to the saved ‘Account Health by Tier’ widget filtered to Tier 1 and Tier 2 accounts and sorts by the 7-day score delta. They click into any account that has dropped 15 points or more, hover the score component bars in the C360 to read which component caused the drop and either own the next step or @mention the assigned CSM on the Cockpit CTA.
Mining Gong sentiment for at-risk signals
On Tuesday and Friday mornings, the customer success manager opens Gong, switches to the team-shared ‘Concerns + Competitor + Champion-at-risk (last 7 days)’ saved view, filters to accounts the Gainsight integration marks as Green or Yellow health and clicks into any call where two or more of the three trackers fired. They listen to the flagged moments at 1.4× speed, save the meaningful clips into the ‘Hidden risks’ shared library folder and tag the account name in the description so the daily 5pm digest picks it up.
Building a pre-QBR brief
Five working days before a QBR, the customer success manager opens the customer’s C360 in Gainsight from the auto-generated ‘QBR Prep’ CTA, sets the health timeline to 90 days, screenshots the trend chart and walks through the Sponsor Tracking widget, the latest NPS verbatim and the adoption metrics in turn. They paste each finding into the structured Gainsight ‘QBR Brief’ activity note on the C360, with named sections for Trend, Sponsor changes, NPS, Adoption and Open CTAs.
Mining Gong for QBR talking points
After the structured Gainsight half of the QBR Brief is complete, the customer success manager opens the customer’s Gong account intelligence page, filters calls to the last 90 days and walks the tracker hits for Concerns, Competitor, Roadmap, Pricing and Champion-at-risk in turn. They click into the flagged moments, listen at 1.4× speed and save each meaningful clip into the QBR-Q[N]-[Account] shared library folder. Each saved clip carries a one-line description that names which slide it will support.
Updating Gainsight from a QBR recording
Within 24 hours of a QBR ending, the customer success manager opens the Gong recording, listens to the moments flagged by the Action Items, Concerns and Champion-at-risk trackers and writes their judgement into the Sentiment override field on the Gainsight Health Scorecard. They paste the timestamped Gong moment URL into the override comment, set the override reason to the QBR ID and leave Adoption, Engagement and Outcomes untouched.
Logging the QBR outcome in HubSpot
Once the Gainsight Sentiment override is saved, the customer success manager opens the customer’s HubSpot company record, adds a note with the strict header format ‘QBR | Q[N] [Year] | [Outcome]’, pastes the Action Items tracker output from Gong into the body and updates four custom company properties: next_qbr_date (90 days out), qbr_outcome (enum), qbr_health_band (Green/Yellow/Red) and champion_changed (boolean).
Logging an expansion opportunity in HubSpot
When a Gong call moment captures the customer raising new requirements (additional users, extra modules, multi-year extension), the customer success manager clips the moment, opens the customer’s company record in HubSpot, creates a new deal in the Renewals pipeline at stage ‘Expansion-Discovery’ with the deal name in the format ‘[Account] · Expansion · [thing]’, pastes the Gong moment URL into the deal description, tags the deal ‘expansion-within-renewal’ and @mentions the assigned AE in the deal note thread.
Creating a Risk CTA after a health drop
When a health-tier drop has been confirmed (whether from the morning triage, the twice-weekly Gong scan or a poor QBR outcome), the customer success manager opens the customer’s C360 in Gainsight, clicks ‘New CTA’ and chooses Type=Risk. They set the risk band by the rules (15-point drop is Yellow, 25 or more is Red, a champion change is Red regardless of points), pick the correct playbook variant (‘Loss of Champion’ for sponsor changes, ‘Adoption’ for usage drops, ‘Sentiment’ for ticket-driven drops), assign themselves as owner and subscribe the manager. For accounts above $50k ARR, the VP CS is auto-subscribed by the playbook.
Escalating to the exec sponsor
When the customer’s named champion has been silent for 14 or more days (no Gong call participation, no HubSpot email reply, no support ticket interaction), the customer success manager opens the customer’s contact record in HubSpot, creates a custom activity of type ‘Exec Sponsor Touch’ tagged with the campaign name, then switches to Gainsight, opens the C360 and adds a Sponsor Tracking timeline entry with the same campaign tag and the HubSpot activity URL.
Moving a renewal to Commit in HubSpot
When a renewal deal is inside its 90-day window and ready to be forecast, the customer success manager opens Gong, counts the distinct customer-side stakeholders who participated in calls in the last 30 days (excluding kickoff-only attendees), then opens the renewal deal in HubSpot. They move the deal stage to Commit only if Gong shows three or more distinct stakeholders and the Gainsight tier is Green, set the deal probability by the band rule (Green is 85, Yellow is 50, Red is 20) and add a structured commit note in the format ‘Multi-thread: [names] | Health: [band] | Champion: [name]’.
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