Webinar: Redesigning Post-Sales for the AI Era: How Four Leaders Are Rebuilding Their Functions
Join us on April 30 as senior leaders from Gainsight, Braze, Guru, and Airtable break down how this is playing out inside their organisations - and what it means for how you lead, hire, and operate.
Most post-sales org charts no longer reflect how work actually gets done.
Ownership is shifting. Roles are blurring. Entire layers of work are being automated, redistributed, or removed altogether - and leadership teams are being forced to redesign their functions in real time.
This webinar is the second session in our two-part series with Gainsight, building on the April 23 LinkedIn Live. While the Live explores how ownership is shifting, this session focuses on what leaders are actually doing about it.
In this 60-minute panel and live Q&A, each speaker will walk through how their function has evolved over the last 18 months - and the specific decisions behind those changes.
We’ll go deep on:
What work now sits in CS vs. Support vs. Scaled - and how those boundaries are being redefined
What leaders are actively automating, removing, or doubling down on
How teams are delivering retention and growth outcomes with tighter resources
How performance is being measured differently at a leadership level
What skills and roles are emerging - and what’s becoming obsolete
What you’ll walk away with:
A clearer view of how to structure your own post-sales organisation today
Real examples of how teams are redistributing work to reduce reactive tasks and focus on higher-impact activities
Practical ways to identify what to automate vs. retain in your function
A sharper view of how to demonstrate impact - whether that’s revenue, retention, or customer outcomes
Insight into how to evolve your metrics to better reflect business impact
A better sense of the skills and capabilities you need to build to stay relevant as roles evolve
A sharper understanding of where to invest in hiring and capability building
Meet your panel:
Kate Neal, Gainsight (Moderator)
Hillary Curran, Sr. Director, CX & AI Enablement, Guru
Pooja Raman, Head of Scaled CS, Airtable
Erika Semtei-Rotundo, Global VP, Customer Support, Braze