On February 4, 2021, my team reminded me of my 8th anniversary at Gainsight (Gainaversary!) Contrary to what some people might think, I was not an original Gainsight founder. I joined our two founders (Jim Eberlin and Sreedhar Peddineni) very early (around $100K ARR) before officially launching Gainsight in 2013. To paraphrase a great quote

So far in our Close the Loop series, we’ve talked about how Customer Success and Product can work together to close the loop and how inSided’s own customer feedback and ideation process has evolved over the years. At this point, it shouldn’t be news to anyone that successful customers can grow a business faster than

  When public market investors aren’t busy going long or short on GameStop, they are bidding up cloud stocks to all-time highs. There has never been a better time to be a public software company. But in any frothy environment, you can find a mix of cream rising to the top—and dirt along for the

Top customer success teams share a growing theme: their own operations team.  I first became a CS Ops leader in 2014, and I’ve seen time after time the value of the software, enablement, templates, data, and more that I’ve helped provide. What’s the first question I ask any CS Ops leader, though? “What do you

In this manic world of SaaS, SPACs, and shorts, money and valuations have taken center stage, for better or worse. In the cloud world, though, there is a big gap between the highest and lowest-valued companies. So what does it take to get to the top? Net Dollar Retention Rules Growth rate, gross margin, and

Originally published on inSided.com on February 3, 2021. In our first podcast episode of the year, “Your CS team is at risk of becoming the “everything department,” our guest, Customer Success veteran turned investor, Rav Dhaliwal, talks about what happens when Customer Success is an afterthought, why it happens, and what you can do to

1. Tell us a bit about yourself and what your role is at Gainsight.  I’m the Customer Account Manager for Gainsight EMEA’s customer base, working from our London office with our small but growing and vibrant team. I stumbled into London from Melbourne, Australia, over three years ago but only really felt at home when

Originally published on inSided.com on January 22, 2021. Today’s customers have high expectations, and in SaaS, selling never really ends. B2B buying cycles are long and complex and a whopping 77% of buyers feel like the process is very complicated and time-consuming. Plus – speaking of high expectations – B2B customers want a personalized experience throughout the journey and 65% will

There’s a reason why we’re groomed to be good listeners since Kindergarten. It’s a way to foster relationships in our personal lives and comes in handy with our customers.  At Gainsight, our mission is to “Be successful in business by being Human-first.” You’d be surprised how the basics of listening that we’ve grown up learning

Being in tune with your career observations, work environment, and the industry’s current ebb and flow is necessary for anyone looking to make headway in the employment journey. Often, one is merely waiting for the opportunity to show, hoping that some kind of fate lends a hand. Luck may play some role, but life is