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, one topic and the incessant accompanying question arose, which is: How do we measure the ROI of our Customer Success team? In a happy hour earlier this month, we dove
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 and Support at Mavenlink. She and her team created the ultimate customer journey. With clear insight into post-sale and implementation revenue and growth, they have a long-term vision of renewal
By Nick Mehta – CEO, Gainsight [Special thanks to Ajay Agarwal at Bain Capital Ventures, Nakul Mandan from Audacious Ventures, Roger Lee from Battery Ventures, Jeff Lieberman from Insight Venture Partners and Byron Deeter from Bessemer Venture Partners for their feedback on this post] It’s an incredible time to be in SaaS. I don’t know
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 of a kindred passion for all things CS and the hot topic of net dollar retention (NDR). And as Nick said, “the most important metric in customer success has shifted
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 great, the health scores, CTAs, etc., but how can I bring this all in one place?” I would always respond with, “Well, that’s a great transition to the final area
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 SaaS playbook with all of their traditional go-to-market methods. As such, one of the most popular questions we get in discussions with Customer Success leaders is: “We are getting our
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 did not imagine it possible to sit still on your couch for six hours straight! Just like your provider of choice, Gainsight’s Pulse Everywhere 2021 has something for everyone—whether you
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 our product team rapidly innovates. We are our own harshest critics – I love giving the product team feedback as I run the Gainsight platform for Gainsight. Our early access
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 conversations. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Steve Sanchez, VP of Customer Success at Gong, and Adam Joseph,
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 define excellence. I’m fascinated by the tactics, the priorities, and the structures, and I know how valuable those insights are to other folks also building CS Ops teams. I spoke