High-value CS activities: reviews and integrations

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Watch Eric Gilpin, President of Go-To-Market at G2, reveal how he’s building the first-ever unified revenue org in a 210,000-product marketplace. In this episode, he takes us behind the scenes of G2’s “zero daylight” alignment strategy and how it led to a game-changing 31% YoY traffic spike. Discover why G2 made the controversial bet to let LLMs scrape their data (and why competitors are now paying the price), how to flip buyer intent into “churn intent” to catch customers before they leave, and how the difference between “freelancers” and “contractors” became worth $600M+ in revenue. This is marketplace strategy 101, told by someone who’s spent 25+ years perfecting it. Essential listening for GTM leaders, CS teams, and anyone building in B2B SaaS.

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Timestamps

0:00 - Preview & introduction

1:28 - Meet Eric Gilpin & overview of G2

6:50 - How Upwork scaled from $30M to $650M in gross sales volume

10:00 - Building G2’s first President of Go-To-Market role

11:13 - Zero daylight: Aligning marketing, BDRs, and all revenue teams

16:42 - Pivoting narrative from “SEO review site” to AEO visibility engine

18:15 - G2’s “Hunter Hunter” post-sales org (60% growth from expansion)

21:00 - The highest-value CS activities (hint: it’s not quarterly review sends)

23:23 - Self-serve + AI automation for the 150,000 SMB products

25:23 - The churn intent

27:28 - Why G2 allowed LLMs to train on their data

31:55 - Nostalgia and denial kill businesses

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What You’ll Learn

- How to eliminate silos by achieving “zero daylight” between marketing, sales, and revenue teams

- The whitespace model G2 uses to find expansion revenue

- How to build a “churn intent” system using buyer signals to catch churn before it happens

- Why allowing LLMs to scrape your data early creates a competitive moat

- The subtle power of reframing to unlock enterprise adoption and market perception

- Why is constantly challenging your own status quo the only defense against disruption

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Want the playbook, not just the conversation? Subscribe for deep-dive, actionable breakdowns from every episode at unchurned.substack.com.

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Where to Find Eric Gilpin

LinkedIn: https://www.linkedin.com/in/ericgilpin/

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Where to Find Josh:

LinkedIn: https://www.linkedin.com/in/jschachter/

Unchurned Substack: https://unchurned.substack.com/