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, but it turns out the team knocked it out of the park. One Gainster remarked, “this is the best kickoff we’ve ever had—better than any of the in-person ones.” We

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 had just secured a new investment from Vista Equity Partners(Vista), widely recognized as the leading investment firm in enterprise software, data, and technology. To say the least, we were thrilled to partner

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 dining. We substituted the merlot with a mute button in the new world – though we still mail our guests a flight of tasting wines. This past week, I invited

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 up and thrive. I’ve noticed as Customer Success became the 6th-most-promising career in the world, according to LinkedIn. I’ve watched CCOs turn into CEOs. I’ve enjoyed the reception to CSYou

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 Michael, their Director of Customer Success. We wanted Sam and Ben to share their insights on driving scale and how they think about renewals. Also, is there something beyond their

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 probably notice a fairly consistent trend over the last year, which is you have many customers who did not expand their relationship with you. The lack of expansion is acceptable

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 upheaval, it is a metric needed to prove to your board and stakeholders that you are on the right track. NDR can be expressed in a formula with specific components.

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 the enthusiasm around NDR, quite arguably the North Star for measuring the impact of Customer Success, we’re excited to announce an entirely new series focused entirely helping you learn strategies

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, how do you plan for it? Or can you?  Iceberg IQ, is proficient in the customer-exit interview. They advise that there rarely is such a thing as a “blind churn.”

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 Division I basketball teams fight it out in the single-elimination tournament.  Sweat, blood, cheers, and tears lead teams to the Final Four and the NCAA National Basketball Championship.  There are