Exceptional customer success hinges on more than just a department—it’s about empowering users to thrive in every interaction with your company. When addressing pain points and optimizing the customer journey, your product becomes essential for ensuring satisfaction and retention – and when aligned with customer success metrics, your solution drives tangible outcomes, from increased adoption to higher engagement and reduced churn.

Watch this webinar which has been hosted by Gainsight’s SVP of Product Management Denise Stokowski and Manager of Customer Success Kathleen Kenny for a deep look at how we partner CS and Product Management internally.

We have discussed:

  • Gainsight’s internal ‘operating rhythm’ between CS and product, and how this has evolved over time
  • Aligning product features to customer success metrics
  • How to classify ‘user success’, and its role in predicting customer satisfaction and retention

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