The Infinite Game of Customer Success: Why Gainsight Partnered With Vista Image

The Infinite Game of Customer Success: Why Gainsight Partnered With Vista

[TL;DR: We’re thrilled to announce a partnership with Vista Equity Partners, valuing Gainsight as a “unicorn,” to take the Customer Success movement to new heights. And I’m personally all in as CEO for this next phase. If you want to read the boring version of this story, see our press release here. If you want to read fun commentary from Alex Konrad at Forbes, click here. Otherwise, read on…] Memories Memories are funny. Why do we remember some things and not others? Why are some images 4K-vivid in our brains while others feel like they are encoded in 8-bit? Why do I recall every single final play from every single Steelers playoff loss and yet forget peoples’ names :05 seconds after they tell them to me? Over the course of my 7+ years being a part of the Customer Success movement, thousands of images have been etched into my brain, including: The first Pulse conference in 2013 in San Francisco, with a gigantic-at-the-time 300 people in the audience. Pulse events globally in London, Sydney, Atlanta, Boston, Chicago, Seattle, and New York. The face of every Gainster past and present who has played a role in making the Customer Success movement […]

10 min readNovember 30, 2020
Lessons from GitLab: Implementing Customer Success Operations At Scale Image

Lessons from GitLab: Implementing Customer Success Operations At Scale

As the Customer Success function matures, it’s increasingly clear that Customer Success Operations (CS Ops) plays a critical role in driving effectiveness and efficiency just as Sales Ops does for the Sales function.  We’re interviewing a few rockstar CS Ops leaders to showcase how leading organizations drive growth and efficiency across their post-sales teams. Today, we’re talking to Jeff Beaumont from GitLab. GitLab is an open-source, code-collaboration platform for git repository management, code reviews, issue tracking, wikis, and continuous deployment tools, enabling users to create, review, and deploy codes.  Jeff is the Senior Manager of Customer Success Operations.   Finally, GitLab is a “handbook-first” company with a company-wide commitment to clear documentation and transparency – not only within the company but publicly.  In several places, we’ll include links to more detailed CS Ops strategy and process resources that GitLab maintains (in their instance of GitLab!) What was your journey to CS Operations?  What experiences have helped you with this role? I started my career as a CPA and spent seven years in accounting and financial planning. I transitioned to a software company focused on financial planning. I began as the Director of Support, then took on Customer Success, then Onboarding.  I […]

7 min readNovember 23, 2020

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10 Reasons To Be Thankful for Gainsight PX Image

10 Reasons To Be Thankful for Gainsight PX

We have almost made it through the challenging year of 2020. With Halloween behind us, it is time to celebrate arguably one of the best holidays—Thanksgiving. The season is upon us to reflect, share gratitude, and enjoy those moments with loved ones in simpler times. Whether you can celebrate with family or sacrificed face-time to keep safe, we hope you take a moment of gratitude this holiday season. When we acquired Aptrinsic two years ago, we had the foresight to see how valuable product data would be to the Customer Success function. Today we are so thankful for our product, now known as Gainsight PX, as it has over-delivered for Product Managers in many verticals looking to gain more in-depth insight into their products and guide users through the best experience. We want to take this opportunity to share 10 reasons we are grateful for Gainsight PX based on all the fantastic features and functionalities my clients use regularly.  1. Engage users without being overwhelming We all know the holiday season is overwhelming in a typical year–even more so in 2020. Providing contextual in-app help to your users gives them the information they need without becoming too much and adding […]

5 min readNovember 23, 2020
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How to Create a Best-In-Class Free Trial Experience Image

How to Create a Best-In-Class Free Trial Experience

This is part 12 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. At the dawn of video gaming, California-based Atari was on top. For nearly its entire golden era, the company succeeded with very little intentional marketing.  “They had no sales, no advertising, no marketing, nothing but R&D,” recalls an executive vice president of a company that put money into Atari at the time. Yet Atari systems sold because gaming was nascent and it was easy to reach their ideal consumer through a few small trade publications. Atari focused on making games people loved to play, people continued to buy, publications continued to write, and after two years it grew from a $500 investment to $2M in annual revenue. The parallels to what’s happening today in B2B software with product-led growth are striking. Companies are realizing that all the marketing in the world can’t convince someone to stay a customer if they don’t enjoy the product. There are too many alternatives, and the switching costs aren’t as high as they used to be.  Wes Bush, Founder and CEO of ProductLed, and Mickey Alon, Founder and CTO of Gainsight PX, discussed […]

4 min readNovember 16, 2020
How Monday.com Launched a Tiny Feature That Increased Visits 40% Image

How Monday.com Launched a Tiny Feature That Increased Visits 40%

This is part 11 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. Today, in our quest to retire every video game reference possible as we explain our retro gaming-themed user summit, Pulse for Product, we have a special treat. It’s actual footage of a customer success manager navigating the hurdles of submitting a feature request and getting it built. See below: All jokes aside, success and product teams have never worked more closely than they do in 2020, but one large barrier often remains: They’re speaking different languages. As Tom Ronen, Head of Customer Success at the work planning and tracking software Monday.com explained in his Pulse for Product session, it all falls into place once you’re measuring the same KPI.  Finding Your North Star Metric Back in 2017, Tom had a feature he wanted built. Over and over, customers would ask for a button that would let them set reminders. They wanted to get an alert on a certain day so they could know to go back into the platform and take an action. It didn’t seem difficult to build, but Tom found his request buried under competing priorities.  […]

3 min readNovember 16, 2020
How Adobe Analytics Drove 343% Higher Adoption with a Pale Blue Dot Image

How Adobe Analytics Drove 343% Higher Adoption with a Pale Blue Dot

This is part 10 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. Throughout this series, we’ve used retro gaming to explain product-led growth and product analytics. In this post, we stray into the early 2000s to discuss a slightly newer game, Halo: Combat Evolved, because the coincidental similarities between that game and Adobe’s Pulse for Product presentation is simply unreal.  As the player of Halo, you’re dropped into an alien world where you must fight your way out of traps and puzzles. It is sometimes disorienting but there’s a narrator that keeps you going—a friendly, glowing blue little dot robot named 343 Guilty Spark. He floats ahead of you, showing you the way.  In their presentation, Tim Lott, Director of Experience Cloud Integration at Adobe, and John Bates, Director of Product Management at Adobe, explained how they launched their own blue dot “robot” to guide users within Adobe Analytics. Follow the Glowing Blue Guide Adobe Analytics is a mature product used by businesses with as wide-ranging use cases as Ben & Jerry’s Ice Cream to British Telecom. As such, Tim and John’s teams are always looking for subtle ways to […]

4 min readNovember 16, 2020
How Conversica Optimized Their Renewal Management Process Using Gainsight Image

How Conversica Optimized Their Renewal Management Process Using Gainsight

Everyone understands how critical renewals are to your business. Despite the importance of renewals in business growth, many companies and teams struggle with a few key challenges–lack of visibility into the renewal book of business, siloed data, and disconnected workflows between Sales and CS teams.  Gainsight has a solution that alleviates those pains—Renewal Center. We recently asked our friends at Conversica to share their renewal management strategy and how they use Gainsight RO. To listen to the webinar on-demand, access it here.  Conversica is the leader of Business Intelligent Virtual Assistants. Through the use of AI, Conversica helps companies extend their workforce capabilities to attract, grow, and retain customers. Conversica’s success also created some significant challenges. Brian Kaminiski, Chief Customer Officer at Conversica, sat with Gainsight’s Christine Friscic, Senior Product Marketing Manager, and Lauren Olerich, Senior Director, Install Base Marketing, to share his wise insights into Conversica’s struggles, strategies, and renewal wins. Three Common Renewal Challenges Lack of visibility Siloed Data Disconnected Workflows The lack of visibility causes teams to miss a centralized view of their renewal book of business. Renewals that are upcoming, late, or missing should be surfaced, and in this economic climate, sooner rather than later.  The […]

8 min readNovember 16, 2020
Path to CPO Series: Lee Weiner, Chief Innovation Officer at Rapid7 Image

Path to CPO Series: Lee Weiner, Chief Innovation Officer at Rapid7

Gainsight’s Path to Becoming a CPO webinar series will host Product leaders from leading SaaS companies in a candid discussion of their journey in product management. Episode 5 highlights Lee Weiner, Chief Innovation Officer at Rapid7.

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PodcastGameChangers
Moving From The Back Office Into Customer Success Image

Moving From The Back Office Into Customer Success

In episode 15 of the Gainsight Gamechanger Podcast, Adam Joseph, Director of Customer Success, EMEA at Gainsight sits down with Shanta Bodhan, Customer Success Manager at SupplyShift and Sam Smith, Senior Customer Success Specialist at Linode. Listen to the full episode and access Adam’s summary by unlocking the content. Subscribe today on: Apple Podcasts | Spotify | Google Podcasts Ep 15: Moving From The Back Office Into Customer Success In Customer Success, we are finding that best CSMs have a diverse, and well-rounded background. They bring a mixed experience to the role that enables them to embrace a true empathetic partnership with the customer. However, there is a growing band of people who are moving from the back office from roles as varied as H.R., Finance, Engineering, Product Management and I.T. into the frontline of Customer Success. Two of those individuals are Shanta Bodhan, Customer Success Manager at SupplyShift, and Sam Smith, Senior Customer Success Manager at Linode. Shanta began in Human Resources, while Sam came from a background in finance, and was an analyst. Like so many others, they found themselves “falling” into their true calling and profession. In this podcast, Adam Joseph sits down with this small panel […]

2 min read
How Anodot Went From High-Touch to Tech-Touch And Preserved a Fantastic Experience Image

How Anodot Went From High-Touch to Tech-Touch And Preserved a Fantastic Experience

This is part 9 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. We tend to think of businesses as being fairly fixed things, but they change all the time. Consider the dominant player in 1990s video games, Nintendo. We associate it with Super Mario Brothers, but the company was founded in 1889 and has variously sold playing cards, manufactured instant rice, and rented taxis. What inspired each of those pivots was the economic environment of the time.  Anodot, a firm specializing in monitoring companies’ business data, made its own switch during the 2020 pandemic. After being “highly” reliant on high-touch, in-person installations and trainings, it found itself operating in a remote world.  As Yariv Zur, VP of Product, explained in his Pulse for Product Session, it all came down to agility, inventiveness, and tools like product analytics that helped them pivot quickly. Making Tech Touch Work For Anodot, face-to-face interactions were core to doing business. “We have an extremely high-touch process. As a company that monitors other companies’ revenue, partners, and costs, the onboarding is intense and we visit customers to learn how their data behaves,” says Yariv. Then the […]

3 min readNovember 9, 2020