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.

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GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

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

PodcastGameChangers

Creating a Winning CS Culture Image

Creating a Winning CS Culture

In the 12th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Eduardo Amorim, Global Head of Customer Success at Sendcloud. Listen to the full episode and access Adam’s summary by unlocking the content. Whether it’s a startup or a long-established enterprise, for every company culture is important because it binds the whole organization together and serves as the fuel for an active, healthy, and successful work team. In this episode, our guest Eduardo Amorim, Global Head of Customer Success at Sendcloud, shares some useful insights to understand which factors contribute in developing a CS Culture that is able to regenerate, grow and adapt to new kinds of frameworks while acknowledging and optimizing the company’s priorities. Jump straight into: (04:59) – Foundational aspects to grow a winning customer success culture – “We have three main pillars: People first, culture second and the third one is business.” (08:39) – How to build an evolving framework – “Making sure that the entire team will actually achieve the vision and be excited about it.” (15:30) – Encouraging team members to step forward through an entrepreneurial approach – “If it works out and […]

3 min read

PodcastGameChangers

CS: Not just for SaaS Anymore Image

CS: Not just for SaaS Anymore

In the 11th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Jeffrey Heckler, Director of Customer Success Solutions at MarketSource. Listen to the full episode and access Adam’s summary by unlocking the content. Whether it is the growth in the number of people now working in CS departments or the 20,000 attendees to the most recent Pulse Everywhere event, Customer Success is only getting bigger and better. What does Customer Success look like and feel like in other models like B2B, public sector, or higher education? In today’s episode, CS strategist, influencer, and Director of Customer Success Solutions at MarketSource, Jeffrey Heckler joins us to chat about the new models of customer success, how we continue to understand customers through technology, and the effects of growing CS in day-to-day life. Listen now to what this expert has to say about the present and future of the industry! Jump straight into: (01:00) – Who is Jeffrey Heckler? A CS strategist, influencer, and runner – “We are the global leader in sales innovation processes and have been for 46 years. And so what we’re doing now is bringing customer success […]

4 min read

PodcastGameChangers

Nailing your Customer Engagement Strategy Image

Nailing your Customer Engagement Strategy

In the 10th episode of season 2 of the Gainsight Gamechanger Podcast, Adam Joseph, RVP of Customer Success at Gainsight, sits down with Jessica Owens, Customer Success Operations Manager & Michael Garrett, Senior Director of Customer Experience Strategy at Flexential. Listen to the full episode and access Adam’s summary by unlocking the content. How and when is it the right time to engage with our customers? Rule #1: Customer engagement should never have a cookie-cutter approach. In today’s episode, our host is joined by Flexential’s Senior Manager of Customer Success Operations and Senior Director of Customer Experience Strategy, Jessica Owens, and Mike Garret, to deep dive into the best practices of a powerful customer engagement strategy. Throughout this episode, Jessica and Mike share the best practices that have allowed Flexential to set themselves apart from their competitors, the importance of taking action based on feedback, and how a strategy-and-technology perspective can throw off results from one quarter to the very next. Listen now to improve your customer engagement strategy, and establish a real and strong relationship with your customers and CSMs, starting today. Jump straight into: (00:40) – Get to know our guests: Jessica Owens and Mike Garret- “I decided […]

3 min read

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Change the Game

GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

Evolution of CS at a Hyper Growth Business

Introducing Customer Success in a Hyper Growth Business

Building Your Customer Success Career

Creating a Winning CS Culture

CS: Not just for SaaS Anymore

Nailing your Customer Engagement Strategy

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See Gainsight in Action!

Win in business while being human-first.

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Products

Platform

By Business Challenge

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By Team

Learn

Customer Resources

Industry Resources

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About Gainsight

Change the Game

GAINSIGHT CUSTOMERS WHO ARE CHANGING THE GAME

GameChanger Content and Podcasts

Evolution of CS at a Hyper Growth Business

Introducing Customer Success in a Hyper Growth Business

Building Your Customer Success Career

Creating a Winning CS Culture

CS: Not just for SaaS Anymore

Nailing your Customer Engagement Strategy

No items found. Please try a different search.

See Gainsight in Action!

Win in business while being human-first.

Products

Platform

Solutions

Industries and Teams

Resources

Gainsight