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

Are your users receiving mixed messages from your team? Unfortunately, if your teams aren’t fully connected, it will affect your customer’s experience. And if your company’s departments are working in silos, your customer’s experience can crumble. Worried your teams aren’t promoting a unified customer experience? Don’t fret. There are clear ways to break out of

Organizations create Customer Success teams to increase NRR, and we’ve recently published research showing that NRR drives valuation. But then, organizations find that the baseline impact of simply having a CS team will plateau — your NRR stagnates. So, to improve NRR or to reduce costs by scaling up your customer base with the same

When it comes to ensuring that your customers are having the best possible experience, you can’t rely on a gut feeling or just the feedback of those that happen to be a bit more vocal with their opinions—especially in a competitive market environment. Unfortunately, this already difficult customer feedback loop can be made even more

Customer Success account segmentation is one of the fundamental discussions which occurs at the beginning of any customer journey discussion. How will you treat this Customer A vs. Customer B? Customer C is unique and requires something special. However, the #1 question I still get to this day from fellow Customer Success leaders is “How