Constant feedback is the lifeblood pumping into every successful product delivery. And if you want to unleash a steady flow of products and features that your users love, you have to keep your finger on their pulse constantly. Product feedback loops are the ultimate tool for scanning a user’s experience, pinpointing product shortfalls, and boosting

Leading a go-to-market strategy can feel like a hailstorm. You’re getting drilled with feedback and opinions. A barrage of goals is peppering you from every direction. And all the while, the pressure of launching a successful go-to-market strategy is forming all around. Luckily, by rooting your plans in a product-led approach, you can focus your

The value of customer success cannot be overstated. A highly focused, strategic, and well-supported Customer Success team can affect everything from your product to Net Revenue Retention (NRR). Unfortunately, as a relatively new addition to most organizations (compared to Marketing or Product), CS is often a lower priority during budgeting season. It’s a mistake that

Get in, everyone. Gainsight is taking you on a road trip! It will be the product adventure of a lifetime. We are gearing up to support you in accelerating your product strategies and providing the tools you’ll need to level up your career. Across two information-packed days, we’ll host over 20 sessions with the biggest

Like it or not, your product is rigged with obstacles. As users travel through even the best-designed products, they’re sure to trip up, overlook key features, or get snagged with questions. It’s not the goal, but it is the reality. So, what do you want to do about it? As a product leader or manager,

Across decades, in any industry, business leaders have obsessed over their customers. Whether a business serves five or 500,000 people, the opinion and experience of those customers are critical to the longevity of that business.  Today’s leadership also obsesses over their customers with one key difference. Namely, many think in terms of their customer’s success.

When thinking about CS Operations, it’s best to think first about how the motion of operations works overall in a company.  Generally, when you consider operations, you think of the responsibilities that keep the company moving. Operations are in perpetual motion, managing every activity of the daily business. But where do those actions derive their

So, you want to be a CS Ops Professional? Well, have you been paying attention to the job market? If so, you may have seen the recent uptick in interest and advertisement for positions as a Customer Success Operations Manager or Administrator. But you may have also noticed a lack of clarity and standardization of

When creating the Gainsight platform, we were faced with a number of critical decisions that would shape our capabilities and value to our customers. One of those decisions was to implement a multi-tenant architecture.  The multi-tenant architecture plays a pivotal and comprehensive role in developing Gainsight’s system and has everything that a business needs for

When I reflect on what excites me the most about the evolution of customer success over the past year or so, it’s most certainly the increased appreciation around customer success being existential for organizations. There is widespread acceptance that infusing customer-centricity throughout your organization and having Net Revenue Retention as a north star metric for