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Defining Digital Customer Success (and how it’s different from “traditional” CS)
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…
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Have You Ever Had A Green Customer Churn? – Webinar Recap
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,…
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Meet Mindy Kaling: Pulse Everywhere Keynote Speaker
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,…
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Pulse Everywhere 2021: Speaker Spotlights
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…
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10 Practical Strategies & Tips for Handling Difficult Customer Conversations
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…
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7 Takeaways from CCO Organizational Structure Survey
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…
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What If There Were No CSMs?
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,…
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Change the Game in 5 Minutes: How Mavenlink improved their renewal rate predictability with 86% accuracy!
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…
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So You’ve Raised a SaaS Mega Round: Now What?
By Nick Mehta - CEO, Gainsight [Special thanks to Ajay Agarwal at Bain Capital Ventures, Nakul Mandan from Audacious Ventures, Roger Lee from Battery Ventures,…
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6 NDR Tips From Our First Episode of NDR TV
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…
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8 Dashboards Top-Performing Customer Success Teams Can’t Live Without
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…
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8 Things I Learned About CS and Channel Partners
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…
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Pulse Everywhere 2021: An Algorithm To Predict Tracks for Success
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…
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How Gainsight’s Manager of CS Operations Improves Efficiency With Horizon Analytics
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…
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Gainsight and Gong on how to better understand customer conversations
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…
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Success in CS Operations: An Inside Look at How Okta Drives Results
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…
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6 Things I Learned About PLG and Customer Success
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…
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5 ways to activate your super users for product-based intelligence
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…
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CS = (Long-term) Sales
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…
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Get Fired Up for Pulse Everywhere 2021
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…
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5 Reasons Customer Success is the Secret Sauce of Great Product Launches
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,…
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10 Ways We Crushed Our Virtual Kickoff
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,…
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6 Learnings After 60 Days With Vista
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…
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8 Things I Learned from Dave Kellogg About Net Dollar Retention
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…
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5 Things I Learned from 200+ CS Career Coaching Conversations In 2020
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…
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Change the Game in 5 Minutes: How Jamf Scaled to 20M users in 2020 While Maintaining Retention and Health Scores!
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…
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How Gainsight Uses An Outcomes Based Framework to Drive NDR
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…
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Preserving Revenue with PX: How Measuring NDR is Easier With Retention Focus
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…
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Introducing NDR TV
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…
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When a “Green” Customer Churns: Learnings from Data and Churn Interviews
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,…
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CS March Madness: Lessons from Getting to the Final Four That Can Be Applied To Customer Success
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…
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8 Things Whitney Houston Taught Me About Category Creation
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…
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How Customer Success can manage customer feedback effectively
So far in our Close the Loop series, we’ve talked about how Customer Success and Product can work together to close the loop and how…
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5 Questions Wall Street Investors Should Ask SaaS CEOs
When public market investors aren’t busy going long or short on GameStop, they are bidding up cloud stocks to all-time highs. There has never…
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How PTC Drives Success with CS Operations
Top customer success teams share a growing theme: their own operations team. I first became a CS Ops leader in 2014, and I’ve seen time…
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6 Tips for Crushing SaaS Net Dollar Retention Rates in 2021
In this manic world of SaaS, SPACs, and shorts, money and valuations have taken center stage, for better or worse. In the cloud world, though,…
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