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Originally published on inSided.com on May 25, 2021. Welcome to the third post in our new series, This is Digital Customer Success where we set out to…

It was early Fall 2017 when I got a call from a former manager of mine who had just joined what he referred to as…

If one thing is abundantly clear, Customer Success has grown tremendously, both as a function and an industry, in recent years. According to the newly…

Originally published on inSided.com on May 12, 2021. Welcome to the second post in our new series, This is Digital Customer Success where we set out to…

Originally published on inSided.com on May 12, 2021. Welcome to our new blog series – This is Digital Customer Success. In this series, we’ll talk about…

Gainsight’s Chief Customer Officer, Kellie Capote, recently had a chance to join Amanda Schmidt, VP of Customer Success at PandaDoc, Customer Success Evangelist, Dan Steinman,…

When tasked to write a biographical blog about Mindy Kaling, I jumped at the chance. I have long admired her as an actress, producer, director,…

Netflix, Hulu, Amazon Prime, HBO Max, Disney+. The recent proliferation of streaming services has led to an abundance of original content. Here at Gainsight, we’ve…

10 strategies for developing a mindset to help you better navigate challenging customer interactions. If you’re being honest with yourself, you know that at one…

One of the best parts of the Customer Success community is the feeling that we are all in it together as CS evolves. No one…

Imagine gathering Customer Success executives together and having them open up about pain points, processes, and the future of CS. Recently, I did, and inevitably,…

Welcome to Change the Game in 5 Minutes Series. Our CEO, Nick Mehta, recently spent time with Sabina Pons, Global Vice President of Customer Success…

By Nick Mehta – CEO, Gainsight [Special thanks to Ajay Agarwal at Bain Capital Ventures, Nakul Mandan from Audacious Ventures, Roger Lee from Battery Ventures,…

This month Gainsight launched NDR tv with our first guest, Dave Kellogg. Interestingly, there were not just the nuggets of wisdom abound, but an atmosphere…

During my 5 years at Gainsight, from SDR to Solutions Consultant, a question that would come up regularly from prospects was, “All of this is…

As the cloud business model continues its relentless ascent to take over all software spending, companies are trying to figure out how to marry the…

We’ve all been there—you’ve binged so much that your favorite streaming provider is asking if you’re still there, watching your favorite show. I guess they…

One of the most exciting parts of working in Gainsight’s Customer Success Operations team is getting a sneak peek at new features and functions as…

Originally published on inSided.com on April 6, 2021. In Episode 10 of The inSide Scoop on Customer Success, we tackle a very important topic: customer…

There is nothing better than “geeking out” with fellow CS Ops people. Much like Customer Success five years ago, we’re still figuring out how to…

Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario…

Originally published on inSided.com on March 31, 2021. This is a guest post by Marley Wagner, Senior Director of Marketing & Services at ESG Customer Success…

According to Wikipedia, a “false dichotomy” is: a type of informal, correlative-based fallacy in which a statement falsely claims or assumes an “either/or” situation, when…

In the last 12 months, we have all seen more television than we likely care to admit. Deloitte’s recent Digital Media Trends survey indicates that…

At first glance, there isn’t much overlap in product marketing and customer success teams’ day-to-day responsibilities. They usually sit in different areas of the org,…

We just finished our first completely-virtual company kickoff at Gainsight—Outcomes 2021. We think many were naturally dreading the idea of 2 days of video meetings,…

Late last year, just a few days removed from the Thanksgiving holiday here in the US, we shared some exciting news with our community. Gainsight…

I’ve hosted get-togethers with Customer Success executives nearly every month for the past 8 years. In the “old days” (pre-COVID), these featured conversation over fine…

One of the best parts of my job is my involvement in the exploding career of Customer Success. I’ve seen people enter the field, move…

Welcome to our Change the Game in 5 Minutes Series. Today, we are sharing lessons from Sam Johnson, Chief Customer Officer of Jamf, and Ben…

Well, we made it to 2021, everyone!  Before you start patting yourself on the back, take a look at your company’s customer base. You will…

The one metric that many SaaS companies use consistently to determine revenue from current customers is Net Dollar Retention (NDR). In this time of economic…

Today’s SaaS leaders have begun to increasingly recognize the importance of a new metric unique to the SaaS world – Net Dollar Retention (NDR). Given…

Have you ever had a customer churn unexpectedly? It’s never easy, especially when they are a “green” customer from all indications and health scores. So,…

As spring approaches, anticipation builds for a special event—March Madness! The time of year where brackets are drawn, team placement or seeds picked, and 68…

On February 4, 2021, my team reminded me of my 8th anniversary at Gainsight (Gainaversary!) Contrary to what some people might think, I was not…