Karen Carroll

Captain
DISC Type : DS

Head of Customer Experience Strategy at Gong

Dublin, County Dublin, Ireland

Overview

Karen Carroll is the Head of Customer Experience Strategy at Gong, with over 10 years of experience in SaaS and customer success, formerly with HubSpot. She is a customer-centric leader focused on scaling customer outcomes and enhancing operational efficiencies. She holds a B. Sc. in Marketing Management from Technological University Dublin.

Outside of her tech career, Karen is a mother who has spoken about balancing parenthood with career aspirations. A podcast interview revealed she is a natural introvert who has developed an extroverted professional persona. She is passionate about personal growth and becoming a compassionate leader through lifes challenges.

Unique fact: She co-authored a publication on the relationship between social class, emotions, and the allure of fashion consumption.

Personality Overview

Planner & Achiever

Long-Term Thinker

Decisive But Calm

They are very professional in their approach and can weigh multiple perspectives together.  They exhibit a rare combination of being result-oriented but patient at the same time. Reading between the lines and seeing beyond your words comes naturally to them.

Topics They Care About

CX Strategy
Her current role at Gong is focused on driving CX enhancements and scaling customer paths to realizing value.
AI in Sales
Passionate about AI's potential, she actively promotes Gong's Revenue AI Operating System and its benefits for GTM teams.
Human-centered Leadership
She has spoken on this topic at industry events like Gainsight's Pulse Europe and is energized by seeing her team succeed.

Media Appearances

Karen has no verified media appearances

Work History

4-2025
Head of Customer Experience Strategy at Gong
4-2023 - 4-2025
Director of Customer Success, EMEA at Gong
7-2022 - 4-2023
Senior Manager, Customer Success EMEA at Gong
4-2022 - 7-2022
Senior Manager, Customer Success - UKI Corporate and Mid Market Team at HubSpot
1-2021 - 4-2022
Manager, Customer Success & Partner Services Team - UKI Corporate & Mid Market Segments at HubSpot

Education

2001 - 2005
B.Sc. (Marketing) Management from Technological University Dublin
1995 - 2001
Education details unavailable from Scoil Iosa, Malahide

More Information

Social Presence :

Prographics :

Exp : 17 Location : Dublin, County Dublin, Ireland Job Level : Mid-senior Designation : Head of Customer Experience Strategy at Gong
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Insights For Selling To Karen

During A Call Or A Meeting

DO's

  • Come across as a trustworthy professional and be respectful, they usually know their game
  • Ask them at the end if they see a strong value prop in your product; expect an honest answer
  • During followups, use phone or text if needed, they should be fine

DONT's

  • Don't go over them unless you are left with no other option
  • Avoid putting conscious effort into relationship-building
  • Don't focus too much on mutual contacts or bother about other stakeholders, focus on them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Karen is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Karen

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Karen move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Karen take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Karen

Personality Compatibility


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