Change the Game

The Gainsight GameChanger Community is built on the fundamental belief that, collectively, we can inspire, grow, and push each other to new heights.

GameChanger VIPs are the bold Gainsight customers leading the future of customer success and product experience by challenging the status quo. We're thrilled to share their inspiring and authentic stories here.

Check out the 2021 GameChanger Winners

GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

ArticleGameChangers

A Tale of Scale With Meenu Argwal, Senior VP of CS at VMware Image

A Tale of Scale With Meenu Argwal, Senior VP of CS at VMware

Gainsight is always excited to see our customers excel with the use of our products. But when they take a new direction of incredible growth and scale, we have a sense of pride that we are a part of their success. That is how we feel about VMware. Recently Gainsight’s Chief Customer Officer, Kellie Capote, host of the GameChangers webinar series, sat down with VMware’s Senior VP of Customer Success, Meenu Argwal, to talk about how they scaled successfully partnering with Gainsight. This idea greatly aligns with Gainsight and the GameChanger Community’s fundamental belief that, collectively, we can inspire, grow, and push each other to new heights. And VMware is soaring high right now! Everyone in tech knows the name VMware. They are the leading multi-cloud services provider for all apps, enabling digital innovation with enterprise control. With over 24,000 employees and an ecosystem of 75,000 partners, VMWare has been behind the technology innovations transforming numerous industries. They are committed to the responsibility to build a sustainable, equitable, and secure future for everyone. In this webinar episode, Kellie and Meenu’s discussion centered around two core things: scaling customer success and the related topics of CS digital motions and partner ecosystems. […]

10 min readApril 13, 2022

ArticleCustomer Success, GameChangers

Critical Insights to the CS Culture, Career, and the CCO Role Revealed in the 2021 Game Changer Podcasts Image

Critical Insights to the CS Culture, Career, and the CCO Role Revealed in the 2021 Game Changer Podcasts

In the 2021 season of The Game Changer Podcasts, Gainsight’s Adam Joseph, Regional Vice President-EMEA, pulled out all the stops for his listeners. The season’s guests were a global group with a passion for all things CS. Adam returned to the fundamentals of customer success, from getting started in the profession, to forging a CS organization in your company, and evolving it to hyper-scale. When Gainsight examined the 2021 season, we picked out three critical areas employees and companies seem to be currently focusing on. Culture is the Glue In episode 12, Adam recounted reading a Harvard Business Review article that said, “Culture is the glue that binds an organization together, and it’s the hardest thing for competitors to copy.” As a result of building a winning culture, you have created a “lasting source of competitive advantage.” Is that true? Eduardo Amorim, global head of customer success at Sendcloud, believes it is. Company culture is easier said than done. For Eduardo and Sendcloud, the foundation was already set for the three pillars of their company: people, culture, and business. Though there’s not a sequential order to the pillars, consistency is needed in making it a part of the company’s daily […]

7 min readMarch 10, 2022

ArticleGameChangers

5 ‘Non-Tech’ Insights and Takeaways From Season 1 of The GameChanger Podcast Image

5 ‘Non-Tech’ Insights and Takeaways From Season 1 of The GameChanger Podcast

In 2020, Gainsight’s Adam Joseph, Regional Vice President EMEA, recorded a series called The GameChanger Podcast. Adam was joined by several guests from all over the world and all professions, from entry-level CS to CEOs. They discussed the fundamentals of customer success, from workflows and processes to startups and enterprise business. But as the COVID-19 pandemic entered the scene, Adam was moved to explore more diverse subject matters that were topical, such as mental health, family leave, life in lockdown, and the new remote reality. As we looked back over the 2020 season, we realized there were incredible insights on customer success and life in general as people adjusted to a different work-life balance. At Gainsight, we felt some non-tech themes were so important that we wanted to share them with you. Balance and Focus Everyone is dealing with “the new remote reality,” as Jonathan Corrie, CEO of the software company Precursive termed it. To deal with the distance and working in isolation, here are some one-line pearls of wisdom from the various podcasts. Close the tabs and turn off Slack. That’s right, folks, leave one tab open at a time. It is possible to close the other 20. The […]

8 min readMarch 4, 2022

PodcastGameChangers

Evolution of CS at a Hyper Growth Business Image

Evolution of CS at a Hyper Growth Business

In the 15th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with John O’Melia, CCO at Contentsquare. Listen to the full episode and access Adam’s summary by unlocking the content. In this season finale, our special guest is John O’Melia, CCO at Contentsquare, one of the world’s leading and fastest-growing SAS digital experience analytics platforms. John describes how Customer Success works in a company destined to scale exponentially, discussing the strategies he follows and challenges he overcomes with the help of his teammates. Listen to the final episode of a second season full of lessons learned and groundbreaking perspectives. Jump straight into: (04:38) – Being the CCO of a fast-growing software company – “I take responsibility for everything post-sales. We look at implementing customers, getting them onboarded, introducing the success team and the customer success managers’ education.” (06:39) – What is Contentsquare’s key to effectively scaling its business? – “We’re able to analyze that information and really surface insights to our customers in terms of what users are doing on that website.” (09:04) – How has customer success evolved to meet the challenge of that growth? – “It’s like […]

3 min read

PodcastGameChangers

Introducing Customer Success in a Hyper Growth Business Image

Introducing Customer Success in a Hyper Growth Business

In the 14th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Tom Vane, Head of Customer Success at Totaljobs Group. Listen to the full episode and access Adam’s summary by unlocking the content. Adopting a Customer Success methodology that’s able to scale efficiently requires a deep understanding of workflows, people, and tools capable of ensuring an empathetic experience for clients and customers. Today we have a conversation with Tom Vane, Head of Customer Success at Totaljobs, to explore more on these components and learn about the overall performance results and benefits within a complete CS strategy adaptation. Join us in this episode full of CS leadership insights and inspiring stories from Tom and his work at Totaljobs. Jump straight into: (04:44) – Time for adaptation: Realizing your company needs a CS team and plan – “A customer’s decision is now based on the all-round experience they have from the moment they talk to you all the way through to that renewal conversation and rendering.” (10:12) – Establishing processes, workflows, and customer journey maps – “We had to look at the individual customer segments and say: What do we […]

3 min read

PodcastGameChangers

Building Your Customer Success Career Image

Building Your Customer Success Career

In the 13th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Dana Soza, Founder and CEO at Dana Soza Customer Solutions. Listen to the full episode and access Adam’s summary by unlocking the content. Have you tried creating your personal brand? In this episode we talk to Dana Soza, Founder and CEO at Dana Soza Customer Solutions and 2021 Top 100 Customer Success Strategist, delving into some smart alternatives to optimize the search process for an ideal profile, both for an employer and an employee. She also shares with us her life purpose, how she found it, and how it has allowed her to position herself as one of the best talents in the world of Customer Success. Listen and find out the formulas for understanding what it takes to find or become the ideal employee, and how you can match with the company that best aligns with your priorities, skills, and interests. Jump straight into: (02:09) – Dana’s backstory recognizing her life purpose – “I ended up teaching in Madrid, Spain, and that was when I realized what really lit me up in life was to make […]

4 min read

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Change the Game

GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

A Tale of Scale With Meenu Argwal, Senior VP of CS at VMware

Critical Insights to the CS Culture, Career, and the CCO Role Revealed in the 2021 Game Changer Podcasts

5 ‘Non-Tech’ Insights and Takeaways From Season 1 of The GameChanger Podcast

Evolution of CS at a Hyper Growth Business

Introducing Customer Success in a Hyper Growth Business

Building Your Customer Success Career

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