Have you ever heard the one about the client that “was a little different than your other customers?” In the Customer Success world, this scenario has become a bit of a joke. Indeed, we even wrote a parody song last year about this (“every client’s like a snowflake”). So when a Customer Success leader, as

Originally published on inSided.com on March 31, 2021. This is a guest post by Marley Wagner, Senior Director of Marketing & Services at ESG Customer Success as a Service® (CSaaS). Customer Success and Product teams share a pretty important goal: making sure customers find value in your product. One way both groups work to continuously improve the

According to Wikipedia, a “false dichotomy” is: a type of informal, correlative-based fallacy in which a statement falsely claims or assumes an “either/or” situation, when in fact there is at least one additional logically valid option Examples include: “You’re either with us or against us” (seems like there are more options…) “Everything is nature or

In the last 12 months, we have all seen more television than we likely care to admit. Deloitte’s recent Digital Media Trends survey indicates that consumers who subscribe to a paid service now pay for five accounts, up from three before the pandemic. Peacock, HBO Max, Quibi (RIP) all launched in 2020 to an already

At first glance, there isn’t much overlap in product marketing and customer success teams’ day-to-day responsibilities. They usually sit in different areas of the org, report to other functional leaders, and are held to unique success measures. However, the roles of product marketing and customer success are far more alike than not, and this is

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