Team Structure The Gild Customer Success (CS) team has about 10 people across three roles (out of 50 employees!): Inside CS reps train, monitor usage, and run analytics; there's one rep per 70 users. Outside CS reps handle, and are measured on, renewals; there is one rep per 30 users in their relevant customer segment. Executive CS reps are responsible for upselling, and work mostly with large and fast-growing customer segments. The teams have dashboards to help spot earlier both at-risk customers and customers who should buy more product, giving reps a reason to call a customer to talk.
