Oritain has appointed Gemma Lynch as Chief Customer Officer in London—uniting sales, account management, and customer success under one leader.
This move tells the market that growth will be driven by proof of value, not busywork. (Source: GlobeNewswire)
Why This Signals Proof-Driven Growth For CS Teams
When one exec owns revenue and outcomes, teams align around evidence.
That cuts hand-offs, speeds time-to-first-value, and makes renewals predictable. If you’re rethinking coverage, use the Appropriate Experience model to route accounts by need, not ARR tiers.
I break it down in my guide, Stop Tiering Customer Success: Adopt AX For Growth—including the rubric and dashboard starter—right here on the Café.
What This Means For Your Org This Quarter
Faster First Proof
Shared incentives push “first value” earlier. To make this repeatable, browse The CS Playbook Library, where each play shows the problem, minimum inputs, and a 3–5 step plan you can run this week.
Cleaner Renewals
Move to a weekly risk-and-proof cadence. My 30-Day Anti-Churn OS shows the exact 48-hour rescue and 7-day stabilization with scripts and a dashboard kit.
Stronger Handoffs
If deals arrive messy, fix the seam with my Sales→CS Handover framework that has cut churn and onboarding time for readers.
Better QBRs
If your QBRs feel like status updates, the Strategic QBR spine inside the Library helps you present wins, risks, and decisions with simple ROI math (upgrade your QBR flow — search “QBR Frameworks”).
Ready-To-Use Templates
Grab the Value Discovery and Customer Success Plan templates so your team can capture goals, owners, and evidence without starting from scratch (download from Templates).
Want the exact cadences, scripts, and dashboards to run this inside your team?
Upgrade to premium to get the full template pack: First-Value Brief, Risk & Proof deck, Strategic QBR spine, and dashboard starters.
🔐Install A Proof-First Customer Engine In 30 Days (Field-Tested System)
Below is the full rollout I coach—simple, fast, and battle-tested. Copy it into your operating rhythm today.
Week 1: Align On One Scorecard, One Cadence, One Proof
Objective: