Let’s face it: The modern world doesn’t operate the way it used to. Snagging one-time customers and walking away won’t cut it if you want your Product team to grow. To thrive, you need to generate expansion revenue and keep that income pouring in. Fortunately, product-led growth is designed to carve out and deepen your
By Sabina Pons, Operating Partner at Growth Molecules™ and a 2022 Top 100 CS Strategist. Congratulations, you just embarked on your next endeavor as a newly minted Customer Success Manager (CSM) at a B2B SaaS company… Now what? The company will provide onboarding sessions to teach about the team operations, and how to perform your duties, but
An athlete’s path to success is as unique as the person. Similarly, a company’s path to leveling up doesn’t always come with a predictable model, either. But often, the best success stories start with a vision, the best data, and the openness to whatever the next step brings. Recently, we talked to two leaders from
Let me start with a statement that might seem far-fetched: enterprise customer success organizations looking to optimize and scale as they mature can learn a lot from the best practices of Grammy-award winning R&B supergroup Silk Sonic. Before you laugh me out of the room, “leave the door open” for the possibility that there might
Every company claims, “you’ll never work somewhere like here” and, “we have the best company Values.” And I’m sure they are all (mostly) true. But there’s something really special about working at Gainsight—although I may be a little bit biased. I love talking to people. If you casually Google my name, you’ll find thousands of
Want to prove value and reassure your stakeholders that your product plans are on course? Measuring revenue alone won’t cut it. SaaS companies depend on recurring revenue models to survive and thrive. Now more than ever, you need to nail down net dollar retention (NDR) if you want to push the company forward. What most
One hundred slides? A round-robin discussion of our lowest lows? “Sign us up!” said no employee ever. Review time doesn’t have to be dreaded for the customer success team. After all, internal quarterly business reviews (QBRs) can contain helpful information in those slides. They offer benchmarking data, focus on KPIs, and steer priorities for the
Every year in March, America becomes obsessed with the NCAA college basketball tournament. For many college teams and their fans, simply making it into the tournament is considered a success. They are just happy to be there. Similarly, many enterprise organizations feel a sense of accomplishment once they have established a customer success team. And
This post originally appeared in Chief Executive. In case you missed the news—or haven’t visited a grocery store in a long time—prices are going up. Whether you’re looking for a house, a handbag, a used Honda or a ham sandwich, everything is much more expensive. According to this week’s reporting from the Bureau of Labor
Over the past several years, Gainsight has turned to the field of information and statistical reporting to aid in traversing change and building out new paths. One of the leaders in research, advisory, and consulting is Forrester. Their unique insights