GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

And The 2021 GameChanger Award Goes To… Image

And The 2021 GameChanger Award Goes To…

Every year we are astounded by the attendance at Gainsight’s Pulse events. It’s a symbol that people are focused on learning more about customer success. They want to improve best practices that will affect their businesses while achieving more as individual CS professionals.  Since the COVID-19 pandemic, we understand the need for remote work and social distancing. As the world began to open back up, we were excited to see our Pulse Everywhere conference evolve into a hybrid event. Some of our speakers conducted presentations from great distances, others, especially our keynote speakers, were present at August Hall in San Francisco on June 9th and 10th, 2021. Though it was not the size of our usual in-person gatherings, the ambiance was filled with joy and a sign of things to come. There was especially tremendous excitement around our GameChanger Awards. At Gainsight, we have defined GameChangers as customers who shift their thinking to transform their business outlook. They push beyond the familiar and comfortable to achieve remarkable results for their company, teammates, partners, and customers. To us, all of our customers are GameChangers. However, there are a few that stand out in various areas. We look for The Visionary, The […]

10 min readJune 10, 2021
Change the Game in 5 Minutes: How Mavenlink improved their renewal rate predictability with 86% accuracy! Image

Change the Game in 5 Minutes: How Mavenlink improved their renewal rate predictability with 86% accuracy!

Welcome to Change the Game in 5 Minutes Series. Our CEO, Nick Mehta, recently spent time with Sabina Pons, Global Vice President of Customer Success and Support at Mavenlink. She and her team created the ultimate customer journey. With clear insight into post-sale and implementation revenue and growth, they have a long-term vision of renewal predictability.  Their renewal rate accuracy caught Nick’s interest and how Sabina operationalized a brand new customer journey for Mavenlink. Nick: Sabina, it’s good to connect with you first of all. You’ve been an incredible friend to Gainsight and the whole CS community. Sabina: Thank you so much for asking me to speak with you. Nick: Sabina, I wanted to talk to you about your Game-Changing success over the last five years with Mavenlink. Tell me about your organization and what it does. Sabina: Mavenlink is a Southern California-based B2B SaaS company with a global presence. Mavenlink is a modern software platform for professional and marketing services organizations. It is the only solution that helps services firms establish an operational system of record that facilitates their business lifecycle, including key capabilities like resource management, project management, collaboration, project accounting, and BI Nick: Interesting. And what’s your […]

8 min readApril 23, 2021
Change the Game in 5 Minutes: How Jamf Scaled to 20M users in 2020 While Maintaining Retention and Health Scores! Image

Change the Game in 5 Minutes: How Jamf Scaled to 20M users in 2020 While Maintaining Retention and Health Scores!

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 technology level that led to success? And what processes did they change to make all this happen? Nick: Gentlemen, it’s great to see you both. We at Gainsight are fascinated by your significant milestones. In July 2020, Jamf debuted on the NASDAQ in a $100 million IPO. According to Forbes, it is considered one of the top 25 Apple-related brands. And your growth over the past five years has been phenomenal. First, Sam, give me an overview of Jamf.  Sam: At Jamf, we assist organizations in succeeding with Apple. What that means is we help people manage, connect and protect their Apple devices. Jamf is a bridge between the legendary Apple user experience and the enterprise demands of IT needs.  Nick: How did you grow and scale from a company that managed around 4 million devices for 5,000 customers in 2015 to managing more than […]

8 min readMarch 1, 2021
Change the Game in 5 Minutes: Marissa Barcza Shifts the Focus from Reactive to Proactive Image

Change the Game in 5 Minutes: Marissa Barcza Shifts the Focus from Reactive to Proactive

Welcome to Gainsight’s  ‘Change the Game in Five Minutes’ series. In this interview, our CEO, Nick Mehta, speaks with the Senior Manager of Scaled Customer Success at Adobe, Marissa Barcza.  Marissa focuses on strategic ways Adobe can be more efficient and effective.  Her team manages nine B2B products across 4,500 accounts in the Americas. In the past year, she has seen an increase in small and medium-sized businesses’ interest in all products, especially e-commerce. Read on to see how she thinks about scaling enterprise products and customer success for small to midsize companies, including some that are just starting to sell products online for the first time. Nick: Let’s start with an icebreaker. What is your game of choice if you want to dominate your friends or family? What’s the one you go to?    Marissa: We’re a big Rummikub family. It’s a tile game where you rack up your tiles, rooted in a mix of rummy and mahjong. Like many others, by staying home with spouses or partners, I wanted a two-player game that we don’t just figure out how to win all the time, and Rummikub continues to be a consistently fun and challenging game the last nine months. […]

8 min readJanuary 11, 2021
Change the Game in 5 Minutes: Dell Boomi Experiences a Rise in ARR and Churn Reduction Thanks to Customer Success Image

Change the Game in 5 Minutes: Dell Boomi Experiences a Rise in ARR and Churn Reduction Thanks to Customer Success

Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. In these conversations, we talk with customer success leaders who are role models and want to serve customers better. In this session, Nick Mehta, CEO,  speaks with Chris Port, the Chief Operating Officer of Dell Boomi, responsible for Support, Services, Customer Success, and Strategy functions. He says that one of the benefits of having a Customer Success organization is that it helps grow existing customers’ maturity, encouraging them to use more of Boomi’s products and increasing ARR. Nick: Before we begin, on a Friday night with the family, what is your go-to board game?  Chris: I’d say Monopoly. We are a very competitive family. It gets really interesting with Monopoly. The bartering starts to happen when people go into debt and the deals they are willing to make. There are deals my kids are eager to make with my wife that they are unwilling to make with me, especially as they have gotten older. Nick: What a great analogy for the business world. I love that. Tell us about Boomi. Chris: Boomi connects everything anywhere, so think of it as a modern connection layer. We started as a best of […]

10 min readJanuary 11, 2021
Change the Game in Five Minutes Series: Garin Landry Transformed Customer Success at Planview Image

Change the Game in Five Minutes Series: Garin Landry Transformed Customer Success at Planview

Welcome to Gainsight’s ‘Change the Game in Five Minutes’ series. Our Chief Customer Officer, Ashvin Vaidyanathan, talks to customer success trailblazer Garin Landry in this conversation. Garin is the Insight Strategy Manager for Customer Operations and Strategy at Planview, a global leader in work and resource management (WRM). Planview, a company with a strong track record of acquisition, was acquired by the private equity firm Thoma Bravo in 2017 and has been on an incredible journey since then.  Read on and find out Garin’s “what, why’s, and hows” of customer success at Planview. Ashvin: Hello, Garin! Let’s kick things off with an icebreaker. If you could time travel, what period would you visit?  Garin: I was recently speaking with my dad about how my wife and I are both workaholics. We typically run a thousand miles an hour. However, with the downturn, we’ve both slowed down, which is a good thing. My dad said, “Right now, everyone is out on bikes, families are hanging out together, and people move slower. It’s just like the 1960s.” So, I think I‘ll choose the 60s! Ashvin: I’m glad to hear that you’re finding some good in a difficult situation. Now, please tell us the […]

7 min readDecember 14, 2020