Case Study: Khoros achieves stronger CS coaching and team accountability with Gong

Khoros keeps managers and csms accountable to each other with gong

Khoros, a customer engagement platform, wanted a better way to help its Customer Success team improve performance and stay aligned to the company’s five pillars. Although Khoros was already using Gong in sales and enablement, its CS team needed a coaching tool that could bring more structure, accountability, and clarity to CSM development.

With Gong, Khoros built scorecards and trackers around its five pillars, giving managers a shared rubric to coach calls, review feedback, and track progress across regions. Gong helped save time, improve coaching quality, and increase accountability; the team also saw more consistent discussions about value and outcomes on customer calls, with plans to continue measuring growth over time.

Khoros

Chelsea Knudsen

Regional Manager of Customer Success