2019 Customer Success Industry Benchmark Report Image

2019 Customer Success Industry Benchmark Report

How much should you be getting paid as a CSM? What level of education do you need to take the next step in your customer success career? How much revenue should you have in your portfolio—and how does that relate to salary earnings? Those are just a few of the questions answered in the new sweeping report on customer success industry benchmarks. This is the third generation of this benchmark report, and it’s more meaningful than ever. This data was compiled based on more than 1,450 responses made up of over 83,000 individual data points—the most ever in the history of this benchmark survey. That makes this the most significant set of salary and career data in the customer success industry. Why download? In this 18-page report, you’ll find key learnings on important questions like: How much educational variance is there between customer success professionals with bachelors degrees vs. advanced degrees? What’s the median salary and bonus for individual CSMs? How many CSMs are on variable compensation plans and what are the metrics that make up their accelerators? How many customers and how much revenue is the average CSM managing? And much more!

G2 Grid for Customer Success (Fall 2019) Image

G2 Grid for Customer Success (Fall 2019)

It’s fall, and you know what that means: the leaves are changing color, pumpkin spice lattes are back in season, and Gainsight is being recognized as a “Leader” on the G2 Grid for Customer Success. It’s our fifth-straight time receiving this honor and far from us taking it as a given, we’re even more grateful than ever. Achieving Leader status on the G2 Grid means more to us than any journal’s recognition, because it’s entirely based on our customers’ online reviews. Our business is customer success, and if we’re not delivering on that promise for our customers, we don’t deserve to be in business at all. That’s why it’s especially meaningful when those customers take the time to post about their experiences on sites like G2. But as important as this report is to us, it’s even more important to people evaluating customer success platforms. The G2 Grid For Customer Success is a completely unbiased, scientific aggregation of customer reviews and third-party market data. It evaluates all the software providers in the category across usability, scalability, data security, and much more. Every review is stringently verified by G2 and the aggregate scores are blended with a market presence score to […]


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How WeWork Trains Account Managers At Scale Image

How WeWork Trains Account Managers At Scale

Thursday, October 31 | 11:00 a.m. PT (2:00 p.m. ET) Expanding the Account Management team by 5x in 12 months? Getting them onboarded in one week? Doing it all for a global, distributed workforce? Sounds pretty scary! WeWork was facing down a monster task as it looked to train up its rapidly expanding team. Including the challenges of global distribution and massive, rapid scale, WeWork also had to solve problems like: Training the team on major updates, releases, and changes and overcoming low engagement to do it. Communicating minor changes in process and technology to the various teams as they became relevant. Tracking the impact of training and onboarding activities. Saving time and sanity by automating activities. In this webinar, you’ll hear from WeWork’s Senior Lead of Growth Operations, Brian Goodliffe, on the tricks he and his team used to solve those challenges, as well as a few treats inside Gainsight that helped them do it. Expect a huge haul of tasty onboarding best practices and actionable training tactics you can put into practice at your growing Customer Success or Account Management teams tomorrow.

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5 Things I’ve Learned From Making 200+ Customer Success Career Intros Image

5 Things I’ve Learned From Making 200+ Customer Success Career Intros

I love playing professional matchmaker. It’s my favorite part of business. I’m sure if I were born 100 years ago in my family’s native home of Gujarat, India, I would be the annoying uncle always trying to set people up in relationships. But my modern, software company version of that urge manifests in helping link career seekers to their next opportunities. And I’ve hit a goldmine of opportunities in the customer success profession. 5 CXO requests today for #CustomerSuccess leader intros – this market is en fuego! — Nick Mehta (@nrmehta) September 24, 2019 As I’ve tweeted many times, the customer success leadership job market is white hot. Every week, several CEOs reach out to us at Gainsight asking for advice, intros, and background checks on hiring a leader. We’ve spent the last six or seven years growing the world’s largest network of customer success leaders, and I absolutely love using it to help professionals and companies connect. Although I’m not a recruiter by profession, I’ve been able to learn a lot about customer success more broadly by facilitating some of these connections. And several of my colleagues have done the same. We’ve also enjoyed comparing notes with the pros in […]

5 min readOctober 7, 2019
Case Study: Global Technology Company Image

Case Study: Global Technology Company

Global Technology Company Uses Gainsight to Evolve Its Customer Success Approach for Better Engaging and Serving Its SaaS Customers In business nearly 100 years, this global technology company is steadily evolving into global e-commerce, software, and other technologies. It employs over 13,000 people globally and serves more than one million businesses, including over 90% of the Fortune 500. As the company shifted from providing on-premise software business to Software as a Service (SaaS), it has had to evolve the way it approaches customer success. Without onboarding that involves CSMs, the company had no view into how and how much customers were using its self-serve, freemium products or where they might need assistance to ensure adoption. It also had no insight into when they were moving from trying to buying, meaning the company was missing potential upsell opportunities. With Gainsight, the company equipped its CSMs with insight into all customer activity, enabling it to: Engage all customers as relevant activities occur Migrate freemium users to paid Achieve ROI in the first year using Gainsight Read the case study to learn more about how this global technology company has evolved its approach to customer success

6 Reasons to Get Excited About Gainsight and the Next Decade of Customer Success Image

6 Reasons to Get Excited About Gainsight and the Next Decade of Customer Success

Customer success has taken the business world by storm, and not just in tech and SaaS. CSM is one of the fastest growing jobs worldwide across industries and geographies. Check out this State of Customer Success report based on LinkedIn data—you’ll see it’s a good time to be in customer success. As a company, Gainsight’s success has been firmly pegged to the success of the customer success movement. It’s been a banner year for CS, and so it’s no surprise it’s been a banner year for our company as well. In the last 12 months, we booked a ton of new customers and expansion deals, we’ve dramatically accelerated our product, grown our global employee base by 23% (now 668 Gainsters worldwide), our R&D team grew by 26% and is now a team of 255 Gainsters, and we hosted a sold-out conference for more than 5,000 people. If you’re already excited about customer success, here are six points to validate you. If you’re not, hopefully you’ll read this and get on board the bandwagon! 1. Companies are investing more in customer success. CS is no longer an emerging industry—it’s established.   How do we know? Bessemer Venture Partners recently wrote the new 10 […]

9 sharesOctober 9, 2019
5 Reasons Consumption-Based Customer Success Is Different Image

5 Reasons Consumption-Based Customer Success Is Different

Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.” The myth of the unique business model Maybe you’ve heard this from your clients and partners as well. And it makes sense—you have the closest view of your company to see all the intricacies and idiosyncrasies. Every snowflake looks the same until you get really, really close. On one hand, logically if every company tells you they are “different,” perhaps that means they’re more alike than they realize. After all, even if you’re “one in a million” that still means there are 7,530 people on earth exactly like you. But on the other hand, there is truth in the small variations that make companies, like snowflakes, unique—especially because (sticking with the snowflake analogy) what makes snowflakes different are emergent properties, not inherent. The molecular makeup is the same, but tiny variances in humidity, temperature, the particle it forms around, and thousands of other variables cause the snowflake to form in unpredictable and inimitable ways. In other words, what makes your company unique—as with snowflakes—is dependent […]

7 min readOctober 7, 2019
Why B2B Companies Need Great Customer Experience to Win Market Share Image

Why B2B Companies Need Great Customer Experience to Win Market Share

The business-to-business (B2B) industry has recently undergone a massive evolution. In the past, a small number of behemoths dominated the market, but today, innovative brands of all sizes are competing in this large and dynamic marketplace. In order to stand out from the rest, B2B companies have to earn customer loyalty and constantly improve their business solutions to beat out the competition. With more options than ever before, B2B buyers have high expectations when it comes to customer experience (CX). Decision-makers are seeking out the same ease of use, beautiful design, and overall great experience in B2B solutions that they’ve come to expect in business-to-consumer (B2C) products and solutions. And yet, many B2B brands struggle to provide the frictionless experience consumers have come to expect from B2C brands. In the end, B2B customers are still consumers and it’s your job to provide an experience worthy of their investment. Differentiate your business with CX While there isn’t a one-size-fits-all approach to building a successful customer experience for your business, here are three tips to get you started: 1. Fast feedback eliminates guesswork The best way to uncover your customers’ priorities is by—you guessed it—asking them. By getting the feedback from your audiences that matter most […]

4 min readOctober 3, 2019
What Is Product Operations and Why Is Everyone Talking About It? Image

What Is Product Operations and Why Is Everyone Talking About It?

Tuesday, November 12 | 11:00 a.m. PT (2:00 p.m. ET) In the early days of a company, leading by intuition and managing by observation were perfectly feasible modes of operation. But as you cross the threshold into scaling, assessing all aspects of your software product–how it’s built, taken to market, monetized, and maintained–gets harder and harder every step of the way. Product management leader Melissa Perri will talk about all things product operations–the art and science of supporting product strategy with evidence. An unsung hero that fuels winning strategies, and the secret sauce that makes and empowers great leaders. Product operations is a rising trend in the software product industry. It’s a function that seeks out and eliminates barriers that prevent leaders from creating, executing, and managing evidence-based product strategy. It’s not a single activity or project, but an ongoing process of learning, discovering, and improving. It requires commitment and tenacity but has a huge payoff. In this webinar, you’ll learn: What is product operations? Why is product operations important? How to implement product operations in your organization. And much more!

441 registered
A Guide To Executive Sponsor Change Image

A Guide To Executive Sponsor Change

This is a blog about how to create a strategy for dealing with sponsor change. But because it’s me, I want to first talk a bit about quantum mechanics and causal determinism. Feel free to skip down for the business tactics, but if you’re interested, read on! Data, determinism, and demons In his 1814 Philosophical Essay on Probabilities, the physicist Pierre-Simon de Laplace imagined a hypothetical intellect that could “know all forces that set nature in motion, and all positions of all items of which nature is composed” and in so knowing, extrapolate the entire history and future of universe. This intellect was dubbed “Laplace’s Demon.” In other words, according to Laplace, a perfect prediction of all future events and behaviors was simply a matter of information. Everything is “determined,” therefore if you have enough information, or in this case, all the information, you have a perfect picture of the universe—past, present, and future. In the age of big data, machine learning, and business intelligence, we have a very determinist view of our customers. How many times have you heard in response to something happening you didn’t predict, “Well, we just didn’t have the right data,” or “The data is the problem!” […]

4 sharesOctober 7, 2019
How to Improve Your Product with Customer Feedback You Already Have Image

How to Improve Your Product with Customer Feedback You Already Have

Thursday, October 17 | 11:00 a.m. PT (2:00 p.m. ET) You want to build a product your customers love. Luckily, they’re eager to tell you exactly what they desire. But if that’s the case, how come so many products aren’t keeping up with customer needs? There’s a fundamental gap between the collection of customer feedback and product roadmap development. Most companies have a ton of valuable sentiment data at their disposal just collecting dust! Join Andrej Danko, VP of Product at productboard, and Travis Kaufman, VP of Product Growth at Gainsight, as they share how you can maximize the value of feedback. They’ll take you on a journey following customer feedback from submission to creation as a new product enhancement. In this webinar, you’ll learn: Properly collect and prioritize customer feedback. Perfect the handoff of feedback. Incorporate feedback into your product roadmap. And much more!

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